RETURNS, DAMAGES & SHIPPING
We want you to love your Caramel Sundays order! While every order is carefully packed before leaving us, we understand that occasionally things can happen along the way. If there’s an issue, we’re happy to help.
Damaged, Missing or Incorrect Orders
If your order arrives damaged, contains an incorrect item, is missing an item, or tracking shows delivered but you have not received your package, please contact Caramel Sundays within 2 calendar days of the carrier’s recorded delivery date.
For damaged items, please include clear photos of the damaged product, shipping box, packaging and shipping label. Please keep the product and packaging until your claim has been resolved.
Verified shipping damages will be issued as store credit only. Refunds to the original payment method are not issued for shipping damage.
Lost Packages
If your package is lost in transit, we will work with the shipping carrier to locate it. Once the carrier’s search or investigation has been completed and the package is confirmed lost, store credit will be issued for the eligible amount of the lost order.
If tracking shows your package as delivered but you cannot locate it, please check around your property, with household members, neighbors, mailrooms or other possible delivery locations and contact us within 2 calendar days.
Returns & Scent Preferences
Because of the nature of our products, all sales are final and we do not offer returns for monetary refunds, unless a product is determined by Caramel Sundays to be defective.
We completely understand that fragrance is personal! If a scent simply isn’t for you, an unused and unburned product may be returned for store credit with prior approval.
Customers are responsible for return shipping costs. Products must be returned in their original condition and will be inspected before store credit is issued. Original and return shipping charges are non-refundable.
Burned, used, altered or damaged products cannot be returned because of scent or personal preference.
Defective Products
If you believe your product has a manufacturing defect, please contact us with your order number and photos or videos showing the issue. We will review the product and determine the appropriate resolution.
Please keep in mind that our products are handcrafted, so small variations in wax appearance, color or finish can naturally occur and are not necessarily considered defects.
Shipping Delays & Addresses
Once your package has been transferred to the shipping carrier, delivery times are outside of our control. Carrier delays due to weather, holidays, high shipping volume or other transportation issues do not qualify for refunds or cancellations.
Customers are responsible for entering a complete and accurate shipping address at checkout. Orders returned because of an incorrect or incomplete address may require an additional shipping fee to be resent.
Cancellations & Order Changes
Please double-check your order before checking out. Orders cannot be cancelled once they have been processed or shipped.
Once processing has begun, we also cannot guarantee changes to scents, products, quantities or shipping information.
A Quick Reminder
Please inspect your Caramel Sundays order as soon as it arrives. All damage, missing-item, incorrect-order and delivery-related concerns must be reported within 2 calendar days of the carrier’s recorded delivery date.
We appreciate your understanding and will always do our best to make the resolution process as easy as possible. ♡
