Shop Policies


HOURS OF OPERATION

*Monday - Friday // 9am - 4pm, WE DO NOT OPERATE ON BANK HOLIDAYS.*

ORDER PROCESSING

Please allow 1-3 days for order processing. Sometimes we have to make additional candles to fill your orders. We make post office drop offs Mondays and Thursdays.

ACCEPTED PAYMENT

We accept all major credit cards as payment on our website. Credit cards are processed through Shopify and are strictly protected. We never see your credit card information. We are also now accepting PayPal!

TAXES

All orders placed for delivery to a California address will be charged the appropriate sales tax (which is calculated by an application on our website based on delivery city).

CANCELLATIONS

Orders can only be cancelled if items have not been shipped. Custom and international orders are final sale.

SHIPPING

Most items ship within two to four business days (Monday through Friday, except holidays). If for some reason there will be a delay on our end, you will be contacted immediately. We do our best to get the orders out as soon as possible.

SHIPPING - DOMESTIC ORDERS

Packages are shipped via the United States Postal Service. Candles are shipped Priority Mail and arrive within 1 to 3 days. The package will arrive in a brown box or a USPS Priority Mail box depending on the size and weight of the order. This is to keep the shipping price affordable for you. Small items and orders are shipped First Class Mail with the USPS and arrive in 3 to 5 days, but during busier seasons please allow up to 12 days. Our shipping prices are calculated by weight and size using a USPS shipping calculator so that you pay as close to the most accurate price of shipping as possible. A small handling fee is also included to cover the cost of packing supplies and boxes so that your orders arrive safely.

Though we carefully and thoughtfully pack your orders, if for some reason your package is damaged in transit, please message us immediately! We'll do our best to fix the problem. Please include photos.

We use biodegradable packing peanuts as well as packing materials recycled from orders we receive from our vendors to reduce waste.

When shipping labels are created, you will receive a confirmation email from USPS with a tracking code.

SHIPPING - INTERNATIONAL ORDERS

International packages ship First Class International Mail and can take anywhere from one week to one month to arrive. Please check with your customs office if it does not arrive within this period of time. Buyer is responsible for any and all customs fees in their country. We also reserve the right to cancel any order in which the country has a ban or restriction on ordered items. Please check with your laws to make sure the importing of our goods is allowed before ordering. If we have issue with the address or need to reach out to clarify information, it's important to provide an accurate contact email at checkout. If we are unable to get in contact after one week, your order will be cancelled.

All international orders are FINAL.

SHIPPING TIPS FOR ALL ORDERS

Candles tend to melt if left in the hot sun. We recommend leaving a note on your door with instructions for the delivery person to leave the package in a shady spot. We send tracking numbers so you'll know which day to put the note out. We label our boxes THIS SIDE UP and with PROTECT FROM HEAT labels during warmer months, but we've noticed they occasionally don't mind our notice.

MISSING SHIPMENTS
If you receive confirmation of us that your package has shipped and the carrier has tracked it and scanned it as delivered, you are solely responsible for tracking down the missing package. Once it has left our hands and if the carrier as registered your package as delivered, we have no ability to help. If you live in an area where packages are commonly stolen, we suggest having it delivered to your place of work, a family member's home, or have a neighbor pull it indoors once delivered.

RETURNS & EXCHANGES

Lip Balms >> Unfortunately, we cannot refund or exchange lip balms due to the sanitation of the products.

Candles >> We know candle scents don't appeal to everyone. We will gladly accept returns candles that have been unused and appear like new for shop credit. Please know that customer pays return shipping and original shipping charges cannot be refunded. Still, we promise to try to make the process as painless as possible! For exchanges, please email us at contact@wilderess.com to let us know you'll be doing an exchange. We will instruct you from there on how we can work together to do it seamlessly! If for some reason the item sent back to us is damaged and unsellable, we'll be unable to refund the original purchase and complete the exchange. Please note again that all shipping costs are defaulted to the buyer.

All other items>> We will gladly accept items back for shop credit minus original shipping charges up to 14 days after delivery of item. Please note that buyer must pay return shipping. Please email contact@wilderess.com to initiate return.

WE ONLY ACCEPT RETURN ORDERS FROM PURCHASES MADE ON WWW.WILDERESS.COM.

ALL INTERNATIONAL ORDERS ARE FINAL SALE.

A QUICK NOTE ON PRODUCT VARIATION

Because we use only the most natural ingredients we can get our hands on for the products we produce and because we hand make and hand pour each item, please allow some variation between products. Imperfections are natural and expected in our products just as "imperfections" exist in nature.

All of our jewelry items are vintage and generally second-hand. Please know that all jewelry items will have signs of wear unless otherwise specified. All measurements given are approximate. Information provided on each product is via provided information from vendors or research. We try to be as accurate as possible, but apologize if we are not.

CUSTOM ORDERS

Custom orders are available if reasonable notice is given. All custom orders are final sale. Please send inquiries to contact@wilderess.com with a description of what you're looking for regarding customization. If approved, we will draft the product and send it to you for approval before beginning production. Discounts are available for large quantities and this information will be relayed when a custom order is initiated.

PRODUCT PACKAGING
To reduce waste and our carbon footprint, we do not include shipping invoices for orders under 5 (different) items. We all know how accessible everything is now via email and other online records, so we choose to omit these to save paper and waste. If you would like to request one, just add a note at checkout. Our classic jar candles arrive in their jars with lids, our tea lights come gift ready in a clear-top kraft box, and our specialty candles arrive in a gift ready kraft box. We choose to provide a box with the specialty candles to protect them better during the shipping process.

If your item is a gift and you'd like to add a note to the shipment, please include it in the note section with any additional directions you have for us.

WHOLESALE ORDERS
Request wholesale information via our wholesale form.

You can find more information on our products and ingredients by visiting our "About" page.