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Be sure to check out our FAQ for frequently asked questions. Otherwise reach out & a Hidden Candles team member will respond within 24 hours :)
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FAQ
Our Most Commonly Asked Questions to Make Your Life Just a Little Easier
We expect most orders to be processed within 2 business days. You’ll receive a tracking link as soon as your order ships.
Rest assured, we’re working hard to deliver your order as soon as possible.
Domestic Shipping: Our standard shipping typically takes anywhere from 3-5 business days.
International Shipping: Depending on the location selected, international shipping typically takes up to 3 weeks to arrive.
Don't sweat it:) All packages take up to 24 hours to update as the carrier needs to receive the package and update it within their system after it's picked up from our warehouse, so it's likely your package will update by the end of the day. If there's any outstanding issues after 48 hours please contact us and we'll look into the situation!
We currently offer free shipping for orders $75 or more.
If you apply a discount, this may reduce your subtotal to the point where you are disqualified from free shipping; in some cases you may save more with your discount compared to free shipping, so make sure to double check so that you get the best deal possible!
Yes! We proudly ship to APO/FPOs and it is included in our flat rate shipping fee. Just a note from the USPS to help you ensure your package is addressed correctly: Make sure you include the unit and box numbers, for APO/FPO/DPO shipping addresses (if assigned).
To prevent mail from entering foreign mail networks, do not include city or country names in APO/FPO/DPO shipping addresses.
Payments
We accept all major credit cards as well as PayPal - we do not accept cash, check, Venmo, Bitcoin, or money orders.
Although this rarely occurs, we will occasionally cancel orders under the suspicion of fraud. We have metrics in place to protect all of our customers and if flags are raised, an order cancellation may be necessary. If this does occur, we will contact you immediately with an explanation.
Hidden Candles reserves the right to cancel any order.
Returns
If you wish to initiate a refund, kindly visit https://hiddencandles.loopreturns.com/ with your order number (make sure to include the HSC) and the zip code linked to your order.
If you are dissatisfied with your purchase, you can request a return or exchange within thirty (30) days of purchase, provided that the candle is in its original condition and packaging. However, please keep in mind that we cannot accept returns of candles that have been lit, except in cases of manufacturing defects.
Our returns website offers a hassle-free experience for returning an item. You can view eligible return items, shop with credit, and choose a new candle. If you prefer a complete return of your candle, you can print your prepaid label, view your refund estimate, and track the package to our warehouse. We strive to process refunds quickly, and you'll likely receive a refund notice within hours of your return reaching our warehouse. However, please note that it can take 1-2 weeks for the refund to reflect in your account. Our team is always available to assist you if you need any help. You can reach us at help@hiddencandles.com.
It's important to note that if you opt to return an item outside the standard process, we cannot reimburse for return shipping costs, and your refund may be delayed due to additional processing time. If you're returning from military bases (APO/FPO), please allow additional shipping time. While refunds are processed immediately, it can take up to 2 billing cycles for the funds to appear in your account, depending on your bank's processing times.
At Hidden Candles, we take every measure to ensure that your candle is delivered to you quickly and safely. However, in rare cases, the candle may break during transit. If this has happened to your order, please email us at help@hiddencandles.com with the following details:
- Photos of the packaging and the broken candle (if possible)
- The quantity of broken candles, along with your order number (e.g., HSC#)
We will promptly send you a replacement.
If you suspect that your candle has a manufacturing defect, please follow the same steps above to request a refund or a replacement. We are committed to resolving any issues you may have as quickly as possible.