FAQS

 

We've answered some of our most frequently asked questions below. If you can't find what you're looking for, please get in touch with us at valleycandlestas@gmail.com and we'll be happy to help.

ORDERS

WHAT HAPPENS IF AN ITEM IS MISSING OR I RECEIVE THE WRONG PRODUCT?

We're sorry if something isn't quite right with your order! Please contact us at valleycandlestas@gmail.com as soon as possible with your order number and details of the issue. If you have received an incorrect or damaged item, photos may also be requested so we can resolve the issue as quickly as possible.

HOW DO I KNOW MY ORDER HAS BEEN SUCCESSFULLY PLACED?

Once your order has been successfully submitted, you will receive an order confirmation email containing your order number and details of your purchase.

If you don't receive an email, please check your junk or spam folder. If it's still not there, contact us and we'll be happy to check your order.

CAN I CHANGE OR CANCEL MY ORDER?

If you need to make a change or cancel your order, please contact us at valleycandlestas@gmail.com as soon as possible.

We will always do our best to accommodate your request, however, we cannot guarantee changes or cancellations once your order has been processed or dispatched.

CAN I ADD AN ITEM TO AN ORDER I'VE ALREADY PLACED?

If your order hasn't been processed yet, contact us as soon as possible and we'll see what we can do.

Depending on the status of your order, we may be able to combine your orders and refund any applicable duplicate shipping costs.

PAYMENTS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the payment methods available at checkout, which may include Visa, Mastercard, American Express, PayPal, Apple Pay and Afterpay.

Available payment methods may vary depending on your device, location and order.

IS IT SAFE TO ORDER FROM YOUR WEBSITE?

Yes. We take the security of our customers' information seriously.

Payments are processed through secure payment providers, and your payment information is encrypted and protected using industry-standard security measures. Valley Candles does not have access to your full credit card details.

RETURNS & REFUNDS

WHAT IS YOUR RETURN & REFUND POLICY?

Please refer to our Returns & Refunds Policy for full information about returns, refunds and damaged or faulty products.

HOW DO I RETURN AN ITEM?

Please contact us at valleycandlestas@gmail.com before sending anything back.

We'll provide you with the appropriate information and next steps based on your situation.

PRIVACY

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Yes. We respect your privacy and only collect and use your personal information as necessary to process your orders, provide our services and communicate with you.

We do not sell your personal information.

For full details about how we collect, use and protect your information, please see our Privacy Policy.