Shipping and returns

Shipping information

You can either choose to self pick up at our studio or ship with SF express 

Please make sure your shipping address and information/ SF code are correct, we are not responsible for loss or cost due to any incorrect information made by customer.

We use SF express shipping on all orders. We offer free domestic shipping for orders over HKD$450. For purchase under amount HKD$450, shipping terms will be as freight collect.

Please check your SF code below 

SF locker 地址智能櫃地址

https://htm.sf-express.com/hk/tc/dynamic_function/S.F.Network/SF_Locker/

SF business station locations 順豐營業點地址

https://htm.sf-express.com/hk/en/dynamic_function/S.F.Network/SF_business_station_address/

SF store locations順豐站

https://htm.sf-express.com/hk/tc/dynamic_function/S.F.Network/SF_store_address/

 

Shipping Time & tracking

  • Once your order has been placed, you’ll receive an order confirmation. Please give 7-10 days for all orders to be processed and shipped. All candles are handmade in micro-batches and individually pass quality control.

  • Once your order is dispatched you will receive a shipping confirmation email with tracking number via your email entered at checkout. (If you haven’t received either of these emails, please check your spam folder to ensure it hasn’t gone to junk!)

  • If you are placing your order with offline payment – your order will only be dispatched once the payment has cleared.

Order tracking: https://htm.sf-express.com/hk/tc/index.html

 

Due to COVID-19 we cannot guarantee an exact date of arrival, which is why you may be experiencing longer processing times and slow tracking updates. We recommend you frequently check the tracking number provided on your email. We appreciate your ongoing patience during this time.

 

Returns

Due to the nature of our products, used candles cannot be exchanged or refunded. Please note we also do not offer refunds on change of mind purchases and cannot exchange or refund custom candles.

However, we’ll be more than happy to replace products due to any damage caused during transit. If your candle was damaged during shipment, please contact us at emberlab2020@gmail.com with proof of damage within 48 hours of receiving the order.

We do not accept exchanges or returns on sale items and gift cards.