RETURNS, REFUNDS & EXCHANGES

Thank you for shopping at Handmaiden New York.

 

We take pride on the quality of our candles and other handmade products. We are not interested in selling our products on a one-time basis.  We much prefer to form a long lasting relationship with our customers.  If you are not pleased with your purchase, we will try our best to accommodate any refunds and exchanges within our ability based on individual circumstances. Charges on credit card may say Vaporize, Inc. which is Handmaiden New York's parent company - Square is our payment provider.  

 

WHAT CANNOT BE RETURNED, REFUNDED OR EXCHANGED?

            Any used and burned  and/or melted candles are automatically not acceptable for returns, refunds or exchanges.

Any used soaps or opened gemstone bottles are non-refundable.  To be eligible for returns and/or exchanges, all items

must be brand new. Please read the descriptions of the soaps and other products to make an informed decision. If you have any questions regarding a product, you can send us a message and we will be more than happy to provide the information.

Any returns/refunds after 7 days  of receiving our products.  Exchange only after 7 days.

All Final Sale Items are non-refundable, non-returnable and cannot be exchanged.  

Shipping charges are non-refundable.

 

DAMAGED ITEMS

Due to the sensitive nature of soy wax, all of our handmade candles are also personally inspected before shipment preparation.  In addition, our products are all packaged by experts following fragile packaging guidelines to ensure safety during transit.  In the unlikely event of damage in transit, please contact us within 7 days of receiving the product(s) for notification and resolution options.

All original packaging material must be kept for inspection until the process is complete.  If materials are discarded or unavailable for inspection, it will not be accepted or considered for refund and/or exchange.  Please allow up to 10 business days for the return, refund and/or replacement. 

 

HOW LONG IS THE RETURN, REFUND AND EXCHANGE PROCESS?

This can typically can take up to 14 business days.  If you have not received a resolution within 14 days, please contact us.

 

AM  I ABLE TO RETURN PRODUCTS?

No problem.  If you would like to return an item, please contact us within 7 days of receiving your item.  If you are returning your candle for any other reason other than damage, please  ensure that all contents remain in the box and the item(s) is in resalable condition.  Customer is responsible for shipping charges and for insuring the items in the box.  We cannot guarantee we will receive the items once shipped back to us.   Please ensure items are packaged properly and we suggest using a

trackable and insurable shipping method.   If we receive the items used and/or damaged, refunds and replacements

will not be honored.  Returned items will be inspected before granting any form of reimbursement, whether

exchanged or refunded.  You will be notified via email regarding the status of your returns. 

Based on the condition of the product, you may be subject to a 20% restocking fee and/or relabeling fee. 

Our products are handmade and must be in the same  condition as when it was sent to you.

 

WHERE DO I SEND MY RETURNS?

Please fill out our Return Form in its entirety and place it inside of the box.  Please send the items prepaid and insured to:

Handmaiden New York

Attn: Returns

12420 Liberty Avenue

S. Richmond Hill, NY 11419

 

CANCELLATIONS

Once your order is submitted, it may be cancelled before shipping.  If item has already been packaged and shipped, it cannot be cancelled and you will have to follow the return instructions.

 

HOW WILL I BE REIMBURSED?

All eligible returns will be credited in the same form of payment minus the shipping and handling charges  (if applicable).  For free shipping promotions, if the refund causes the total before tax to fall below the free shipping eligibility, order will be recalculated and shipping charges for the remainder of the  order will be deducted from your refund.

 

EXCHANGES

We will definitely exchange our candles out for another fragrance.  Just ship the unwanted item back to us and place a new order.  Candles and soaps must be unused and in resalable condition. All shipping charges are the sole responsibility of the customer and are nonrefundable.  

 If you have any questions on how to return your item to us, please contact us at jennifer@handmaidennewyork.com.

Handmaiden New York reserves the right to change our return policy at any time without any warning.  Changes and updates will be immediately available here. Orders placed during any return policy changes will be honored.

 

Please download and complete our Return Form and place it inside of your return package.

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