Refund policy
Effective Date: October 13, 2026
1. Our Promise to You
At Olvera Candle Shop, every candle and gift we send out is packed with care — and your satisfaction matters just as much as the products themselves. Whether you've ordered a hand-poured soy candle, a scented gift set, or a seasonal present for someone special, we want you to feel completely confident with your purchase. If something isn't right, our straightforward return and refund process is designed to make things right quickly and fairly. Please review the details below so you know exactly how cancellations, returns, exchanges, and refunds are handled.
2. Order Cancellation Policy
We understand that plans change. You may cancel your order within 24 hours of placing it at absolutely no charge.
How to Cancel: Email info@olveracandleshop.net with your order number, and our team will process a full refund to your original payment method promptly.
If more than 24 hours have passed, the order can no longer be cancelled — but you may still return the item(s) through our standard return process once it has been delivered.
3. Eligibility Requirements for Returns
To make sure your return is accepted without any issues, please confirm all of the following conditions are met:
| Requirement | Details |
|---|---|
| Return Window | Submit your return request within 30 days of receiving the item |
| Item Condition | Items must be completely unused, unburnt, unopened, and in the same condition as delivered |
| Original Packaging | All original packaging, boxes, tags, lids, inserts, and accessories must be fully intact and included |
| Proof of Purchase | A valid receipt, order confirmation email, or invoice is required for every return |
Please note: For hygiene and safety reasons, candles that have been lit, burned, or have had their seal broken cannot be accepted as returns.
4. How to Initiate a Return
Returning an item is simple. Just follow these three easy steps:
Step 1 – Contact Our Team Email info@olveracandleshop.net with your order number and a brief explanation of the reason for your return.
Step 2 – Receive Your Prepaid Shipping Label Once our team reviews and approves your return request, we will send you a prepaid return shipping label at no cost to you.
Step 3 – Ship the Item Back Carefully repackage the item in its original packaging, attach the prepaid label, and ship it to the address provided in the return instructions.
Important: Please do not send items back without first obtaining return authorization from our customer service team. Unauthorized returns will not be accepted or processed.
Return Shipping Address: Olvera Candle Shop W-3 Olvera St, Los Angeles, CA 90012, United States
We proudly offer free return shipping on all qualifying returns. A prepaid label will be provided at no charge once your return is approved.
5. Return Method
At this time, we accept mail-in returns only. In-store drop-off returns and pickup-based return services are not available. Once your return request has been approved, you will receive detailed shipping instructions along with your prepaid label via email.
6. Damaged, Defective, or Incorrect Items
We take product quality seriously — especially with fragile items like glass-encased candles and gift sets. If your order arrives melted, cracked, damaged, defective, or incorrect, please contact us immediately. We will give your case top priority and offer you the choice of a free replacement or a full refund — whichever you prefer.
To help us resolve your claim as quickly as possible, please provide:
- Clear photographs of the damaged, defective, or incorrect item
- Photos of the outer shipping box and all packaging materials
- A photo of the packing slip or order shipping label (if available)
7. Non-Returnable Items
The following categories of products are not eligible for return or exchange:
- Seasonal & Holiday-Specific Merchandise — Holiday-themed candles, limited-edition seasonal scents, and event-specific gift sets (e.g., Valentine's Day, Christmas, Halloween, Day of the Dead). Return requests for seasonal and holiday-specific merchandise must be submitted before the associated holiday date.
- Items Without Original Packaging or Tags — Any product that has been removed from its original packaging, has damaged or missing tags, or shows signs of use, burning, melting, or alteration.
- Clearance & Final Sale Items — Products marked as clearance or final sale at the time of purchase are not eligible for return or exchange, unless they arrive damaged or defective.
- Personalized & Custom Orders — Engraved, monogrammed, or custom-scented items made to your specific request.
8. Exchanges
Want a different scent, size, color, or style? The fastest way to get what you want is to follow the return steps above and return the original item. Once we receive and process your return, you are welcome to place a new order for the item you'd like instead. This approach ensures you receive your preferred item as quickly as possible.
9. Refund Process
After we receive and inspect your returned item, you will receive an email notification confirming whether your refund has been approved.
- Approved Refunds — The refund will be issued to your original payment method within 10 business days.
- Processing Time — Please allow additional time for your bank or credit card provider to post the refund to your account.
- Haven't Received Your Refund? If more than 10 business days have passed since we approved your refund and you still haven't received it, please reach out to us at info@olveracandleshop.net and we will investigate immediately.
10. Frequently Asked Questions
Q: Who covers the cost of return shipping? A: We provide a free prepaid return shipping label for all qualifying returns. You will never be charged for return shipping.
Q: How long does the entire refund process take? A: Once we receive your return, please allow 10 business days for the refund to appear on your statement.
Q: Can I return a gift that someone sent me? A: Absolutely! Just email us with the order number or the name of the person who placed the order, and we will work with you to find the best solution.
Q: What if my candle arrived melted or damaged? A: Send us photos of the item and packaging right away — we'll send a free replacement or issue a full refund, whichever you prefer.
11. Contact Us
Our friendly customer service team is here to assist you with any questions about returns, refunds, or exchanges. Don't hesitate to reach out through any of the following channels:
| Details | |
|---|---|
| Store Name | Olvera Candle Shop |
| Phone Number | (213) 628-7833 |
| info@olveracandleshop.net | |
| Physical Address | W-3 Olvera St, Los Angeles, CA 90012, United States |
| Business Hours | Mon, Wed–Fri 10 AM – 5 PM; Sat–Sun 10 AM – 6 PM; Closed Tuesdays |
Olvera Candle Shop reserves the right to update or modify this return policy at any time. Any changes will be posted on this page along with the updated effective date.
Last Updated: October 13, 2026