Getting it to you.

We currently ship within the United States only. We do not currently offer international delivery.

Please provide a complete and accurate delivery address, including any apartment or unit number. If you have a question about delivery to a PO box, military address or another address requiring special arrangements, contact us before ordering.

Orders are dispatched within two business days of receiving a completed order and the information needed to fulfill it. Business days are Monday through Friday, excluding US federal holidays.

If a product has a different dispatch timeframe, that information will be stated before purchase. Processing time is separate from the time your parcel spends in transit.

If we cannot dispatch your order within the promised timeframe, we will notify you and explain the revised estimate and your options to agree to the delay or cancel for a refund. We will obtain any consent required by law and issue any required refund promptly.

Standard delivery is estimated to take five to seven business days after dispatch. Carrier schedules, the destination, holidays and severe weather can affect transit times. A delivery estimate is not a guaranteed arrival date.

Any delivery charge and applicable tax are shown in your order total before you complete payment. Review the total before paying. Free shipping applies only when it is expressly offered for your order and the stated conditions are met.

We send an order confirmation to the email address used for your purchase once payment is confirmed. An order confirmation acknowledges your order; it does not mean the parcel has already shipped.

We send a shipping update when your order is marked as shipped. Where carrier tracking is available, you can use it to follow the parcel or contact us for assistance. If you have not received an expected email, check your spam folder and contact info@etteroma.com with your order number.

Email info@etteroma.com as soon as possible if you need to change an item, selected option or delivery address, or request a cancellation. Include your order number and the details of your request. We will confirm whether the change can still be made.

A request does not, by itself, confirm a change or cancellation. Once an order has been prepared or dispatched, changes may not be possible. This does not limit cancellation or refund rights provided by law.

If an address error causes a parcel to be returned, we will contact you about the available options. Any additional redelivery charge will be explained before you agree to it. We will not substitute a different product, size or vessel without your agreement.

Risk of loss transfers to the customer upon delivery of the package to the shipping carrier. Etteroma Designs is not responsible for lost or stolen packages marked as delivered by the carrier. If tracking information indicates delivery but the package has not been received, the customer must contact the shipping carrier directly to initiate a claim.

Please inspect your order when it arrives and report visible damage, an incorrect item or a missing item within seven days of delivery. Email info@etteroma.com with your order number, a description of the problem and clear photographs of the item and packaging where possible.

Keep the packaging while we review the issue. Do not use a damaged candle or vessel. We will replace an item that arrived damaged or was supplied incorrectly at no cost. If a replacement is unavailable, we will arrange an appropriate refund.

We will explain how a missing item will be supplied or refunded and arrange any necessary return of damaged or incorrect goods at our expense. The seven-day reporting request does not remove rights you may have under applicable law, including for a defect discovered later.

You may request a return within 10 days of delivery for a full refund of the amount paid for eligible returned items. Items must be unused, unburned, in their original condition and in their original packaging. Please keep your order confirmation or other proof of purchase.

A used candle or taper is not eligible for a change-of-mind return. This does not prevent you from reporting a faulty, damaged or misdescribed product.

The same unused-condition requirement applies to items within an Experience set. Contact us before returning a complete set or one of its components so we can explain the return arrangements and the refund applicable to the items being returned.

To start a return, email info@etteroma.com with your order number, the items you wish to return and the reason. We will send the return address and instructions. Please wait for these instructions before posting the parcel, because the dispatch address may not be the return address.

Pack the items securely, include your order reference and keep proof of postage. We recommend a tracked service so the return can be followed.

Return shipping is your responsibility for a change-of-mind return. Etteroma covers the necessary return shipping when an item arrived damaged or was supplied incorrectly.

We inspect returned items and issue refunds for eligible returns to the original payment method within ten (10) business days of the return arriving. If an item does not meet the return conditions, we will contact you and explain the reason.

Refund amounts reflect what you paid for the returned items, including applicable item taxes and any discount applied to those items. Delivery charges are also refunded where required by law. Your bank or payment provider may need additional time to display the refund after we issue it.

If you have not received an expected refund, check your payment account and contact us with your order number. Refunds required by law are handled within the applicable legal timeframe.

If you would prefer another size, vessel or product, contact us before returning the original item. Availability may vary, and we will explain whether an exchange can be arranged or whether a return and new order is needed.

For a gift return, provide the order number or other proof of purchase if available. Refunds are issued to the original payment method, so a gift refund returns to the original purchaser.

This policy does not exclude or limit consumer rights that cannot be excluded by law. If a mandatory legal right differs from this policy, that right applies.

For shipping, return or refund questions, email info@etteroma.com. Include your order number when available, but do not send full payment card details.