FAQs
Q1. How does shipping and delivery work?
Orders usually ship within 72 hours. Once your order has shipped, you’ll receive an email with tracking details so you can keep a close eye on your order until it reaches its destination.
Please note if you order multiple items in a single order, items may ship from multiple locations depending on stock availability. We do this to ensure you receive your full order as fast as possible.
Delivery timeframes vary depending on your location. If you select express shipping, you can expect your order to arrive within 1 to 3 business days. Choose standard shipping and you can expect your order to arrive within 2 to 8 business days.
Q2. Can I change my shipping address?
Sure can! Provided your order has not shipped, please send us the new shipping address details ASAP and we can change this over for you. To reach out with your new/updated shipping address, email us at: service@healedskinandcandle.com .
If your order has already shipped, don’t panic! You can still redirect it via the shipping carrier’s tracking link provided on your shipping confirmation email.*Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. So, please ensure you carefully check your address details entered at checkout.
Q3. Help! My order is lost/hasn’t been delivered?
Although our courier quotes us 2–8 business days for standard delivery, they may not always be able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with the provider.*Please note: The investigation outcome timeline can vary from courier to courier. We’ll do our best to help with a timely resolution.
Q4. What is your return policy?
Under Terms of Service Section 20:
We always strive for 100% customer satisfaction!
We do not offer refunds on products that aren’t damaged upon arrival due to shipping.
We will replace products if they are damaged upon arrival due to shipping.
Please email service@healedskinandcandle.com to initiate your return.
Q5. I have an issue with my order, what do I do?
Something not quite right with your order? Don’t worry, the Healed Skin and Candle Co. customer service team is ready to help. Email us at healedskinandcandle@gmail.com and advise us of your issue. We’ll endeavor to resolve any issues as quickly as possible.
Q6. How do I contact Healed Skin and Candle Co.?
Our wellness support team is available via email so you can expect to receive a reply within 24 hours.
Email service@healedskinandcandle.com and we’ll get back to you as soon
as we can.
To start a live chat with our support team, tap the speech bubble icon at the bottom left of your screen.