Return Policy

We generally don’t accept returns. However, most items can be exchanged for the same (or equivalent) product if they were purchased within the last 14 calendar days and meet the criteria below. All exchanges require the original receipt or other proof of purchase.

If your order arrives damaged, email shopravenember@gmail.com right away with your order number and clear photos of the damage.

Exchange eligibility

To qualify for an exchange, all of the following must be true:

• Product is in its original packaging
• Product shows no damage
• Candles are unburned and free of marks

All items are inspected before an exchange is approved. If an item doesn’t meet the criteria above, we may decline the exchange.

Proof of purchase

A receipt, order confirmation, or other proof of purchase is required to process an exchange. Without it, we’re unable to proceed.

Sale & clearance items

Only regularly priced items are eligible for exchange. Sale and clearance items are final sale.

Shipping items back to us

Please contact us before sending anything back. We’ll provide the correct return address during our email exchange.

• If you’re returning an item that we’ve approved for exchange, we’ll send a prepaid shipping label.
• If you’re exchanging one candle for another, you’re responsible for the shipping costs, which are non-refundable.

Pack items securely to prevent damage in transit. If a product arrives used or damaged beyond what’s necessary for reasonable inspection, we may reject the exchange.

Contact us

Questions about this Return Policy? Reach out via our contact form or email shopravenember@gmail.com.

Last updated: August 28, 2025.

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Shipping Policy — Raven & Ember

Orders are processed within 2–5 business days (Monday–Friday, excluding holidays) after you receive your order confirmation email. You’ll get a separate notification when your order ships.

Shipping rates—domestic (Canada) and international—are calculated and shown at checkout. For details on pricing and tracking, see our Shipping FAQ.

How to track your order

When your order ships, we’ll email you a tracking number. Please allow up to 48 hours for tracking to activate.

If you haven’t received your order within 10 business days of your shipping confirmation, email shopravenember@gmail.com with your name and order number and we’ll investigate.