Shipping Policy.

When it ships

Your candle ships 2 business days after payment. The family page goes live the moment you order, so you can fill it before the box arrives.

If you chose “Paint it in watercolour”, we email the proof within 24 hours, and the candle ships 2 business days after you approve it.

Order-by dates for Christmas

Order by Mon 14 Dec for Christmas with free shipping. From Thu 10 Dec to Wed 16 Dec you can add Priority shipping for +$9. After Wed 16 Dec the page still goes live straight away and the candle follows after Christmas.

Watercolour labels: order by Sun 13 Dec, so there’s time to approve the proof.

These dates sit inside USPS’s own recommended dates (Ground Advantage Thu 17 Dec, Priority Fri 18 Dec). They are recommendations, not guarantees, so order early if it has to be there.

Sending a set to different houses

Each candle in a set can go to its own address for +$9 per extra address. Each box gets its own tap card and magnet.

Where we ship

US addresses only this season. If you live abroad, send it to the family at home: the page works from anywhere.

Tracking and delivery

We email the tracking number when it ships. We pass your name and the delivery address to the carrier to deliver it.

If it arrives damaged, send us a photo within 14 days of delivery and we replace it free (see Refund & Returns). If tracking stops moving, write to us and we’ll chase it.

Returns

Personalised candles can’t be resold, so we don’t take returns of finished candles. The Hello Guarantee covers anything that goes wrong: see Refund & Returns.

Contact us

Email support@hellowick.com. A person reads every email. If it’s about an order, include your order number (it starts HW-).

Hello Wick is run by Makers Media LLC, a South Carolina limited liability company.