Customer Care Policies

Please choose your items carefully. We do not normally give refunds if you simply change your mind. You can choose between a refund or exchange when product is damaged or different from the one on the website.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase (order number).  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. All sale items are final!

Exchanges (if applicable)
We only replace items if they are defective or damaged.  If your shipment arrives damaged, or does not arrive at all, we will take steps to make it right.  Please contact us as soon as possible.  Claims will not be considered after 2 weeks past the delivery date.  In most cases, your order will be resent at no additional cost.  Each incident will be examined on a case by case basis. Email us at

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Local Pickup
As of now our candle company is online only, but if you live close to La Joya TX we can set up a pickup arrangement to help you save on shipping. I'll either call or e-mail you when your order is ready and make an appointment for delivery.

Processing Time:
We do not have a large stock on hand, and most orders are hand poured as we receive the order. Please allow 3-5 business days to process your order and up to 7 business days during the holiday season. 

Quality Assurance
We take a great deal of time to ensure that all of our candles are of an exceptional quality. Please make sure that you read the burning instructions located on our main menu under learn more. In addition read the warning label printed on every candle. Any issues that may arise from the burning of our candles in ways that contradict the displayed instructions are not the responsibility of Kaelyn & Co.