Shipping & Returns Policy

Welcome to Coloratura Collection. This policy explains how we handle shipping, delivery, returns, and refunds for your orders.

By placing an order with us, you agree to the terms below.

1. Shipping

1.1 Processing Times

  • Order processing: 1–3 business days after payment is received.

  • We do not process or ship orders on weekends or public holidays.

  • During busy periods (new launches, holidays, promotions) processing may take slightly longer.

1.2 Shipping Destinations

  • We currently ship from the Netherlands to:

    • The Netherlands

    • Other EU countries

  • If your country is not listed at checkout, please contact us and we’ll see what is possible.

1.3 Shipping Methods & Delivery Times

Estimated delivery times (after dispatch):

  • Netherlands: 1–3 business days

  • EU (within Europe): 3–10 business days

These are estimates only. Actual delivery times may vary due to carrier delays, customs, weather, or other factors outside our control.

1.4 Shipping Rates

  • Shipping costs are calculated at checkout based on destination and order weight/size.

  • From time to time we may offer free shipping above a certain order value; any such promotions will be clearly indicated on our website.

1.5 Order Tracking

  • Once your order has shipped, you will receive a shipping confirmation email with tracking information (where available).

  • If you haven’t received tracking after 3 business days, please check your spam folder or contact us.

1.6 Customs, Duties & Taxes (Outside the EU)

  • If we ship outside the EU in future, orders may be subject to import duties, taxes and fees charged by your local customs office.

  • These charges are the responsibility of the customer and are not included in our prices or shipping costs.

2. Delivery Issues

2.1 Wrong Address

Please double-check your shipping address at checkout.

  • If you notice an error, contact us immediately.

  • If the order has not shipped yet, we will try to update the address.

  • If the order has already shipped, we cannot guarantee changes. If a parcel is returned to us due to an incorrect or incomplete address, we can:

    • Reship the order to a corrected address (additional shipping costs apply), or

    • Refund the order minus the original shipping costs once the parcel is returned in good condition.

2.2 Lost or Delayed Parcels

  • A parcel is considered lost when the carrier officially confirms it or when a reasonable period has passed without movement.

  • If your order seems significantly delayed, please contact us and we’ll open an inquiry with the carrier.

  • Once a shipment is handed over to the carrier, transit delays are outside our direct control, but we’ll do our best to help.

2.3 Damaged Items on Arrival

Our candles are fragile, and we pack them carefully. If your order arrives damaged:

  1. Email us within 7 days of delivery.

  2. Include:

    • Your order number

    • Photos of the damaged item(s)

    • Photos of the packaging (inside and outside)

Depending on the situation, we may offer a replacement, store credit, or refund.

3. Returns & Exchanges

3.1 Your Right to Cancel (EU “Cooling-Off” Period)

If you are an EU consumer, you generally have the right to cancel your online purchase within 14 days of receiving the order, without giving any reason.

To exercise this right:

  • Email us within 14 days of receiving your order, stating:

    • Your name

    • Order number

    • Items you wish to return

  • You then have an additional 14 days to ship the items back to us.

Note: The product must be unused, in original condition, and in its original packaging. See section 3.3 for exclusions.

3.2 Our General Return Conditions

We accept returns when:

  • The item is unused, unlit, and in resalable condition.

  • The item is returned in its original packaging (including any protective materials, labels, and boxes).

  • The return is initiated within the allowed timeframe.

3.3 Items That Cannot Be Returned

For hygiene and safety reasons, and in line with EU consumer law exceptions, we cannot accept returns on:

  • Candles that have been lit, used, or clearly partially consumed.

  • Items that are not in their original condition (e.g. damaged by the customer, heavily handled).

  • Custom or personalised items (if applicable and clearly indicated at purchase).

If a returned item is not in acceptable condition, we may decline the refund or apply a partial refund.

3.4 Return Shipping Costs

  • If you are returning items under your right of withdrawal (change of mind), you are responsible for the cost of return shipping.

  • If we sent you the wrong item or the item is faulty/damaged on arrival, we will cover or reimburse the reasonable return shipping costs, or offer an alternative solution (e.g. replacement without return if appropriate).

We strongly recommend using a trackable shipping service and keeping proof of postage. We cannot be responsible for returns that are lost in transit.

3.5 How to Return an Item

  1. Contact us with your order number and reason for return.

  2. We will provide you with the return address and any relevant instructions.

  3. Pack the items securely in the original packaging (or equivalent protective packaging).

  4. Ship the package to the return address provided.

4. Refunds

4.1 Refund Process

Once we receive and inspect your return:

  • We will notify you by email that we have received your returned item.

  • If the return is approved, we will issue a refund to your original method of payment.

4.2 Refund Amounts

  • If you return the entire order within the legal cooling-off period, we will refund:

    • The product price(s)

    • The original standard shipping cost (if applicable under local/EU law)

  • If you return only part of the order, we refund the price of the returned item(s) only.

4.3 Timing of Refunds

  • Refunds are typically processed within 7–14 days of receiving your return.

  • It may take additional time for your bank or payment provider to process the credit.

4.4 Non-Refundable Charges

  • Upgraded shipping options (e.g. express delivery) may not be fully refundable if you chose them voluntarily.

  • Customs duties, taxes, and fees charged by your local authorities are non-refundable by us. You may need to contact your local customs office for any potential refund.

5. Exchanges

At this time, we do not offer direct exchanges.

  • If you would like a different product, please follow the return process for a refund and place a new order.

6. Scent, Colour & Handmade Variations

Our candles are hand-poured in small batches and may have slight variations in:

  • Colour

  • Fill level

  • Scent intensity

  • Surface texture (e.g. frosting in soy wax)

These variations are normal characteristics of artisanal candles and do not constitute a defect.

If you’re unhappy with a scent or product, please contact us — we want you to love your Coloratura Collection experience, and we’ll do our best to find a solution.