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Shipping + Returns

Shipping

All orders are processed and shipped from our Vancouver studio within 1-3 business days. 

You will receive a shipping notification once your order leaves our studio. Orders within BC will arrive within a few days, anywhere else can take up to 7 days.

All shipping fees are automatically calculated at checkout and international packages may be subject to customs fees, which are not included in our shipping rate and are the customer's responsibility to cover!

If you are wanting express shipping, please email us at hello@malathebrand.com and we'll do our best. 

Returns

Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to hello@malathebrand within 4 days of arrival.

You may exchange your product for another candle of the same size and price within 14 days of purchase if you end up not loving the scent, or if the product is somehow damaged during shipping. The buyer is responsible for the shipping cost on all returned items.

  • Help! My woodwick isn't staying lit?

    For a proper burn, you must trim the wick before every burn and allow wax to fully melt to the edge of the can, both on the first burn and consecutive ones! Do this by breaking off the black bits of the wick and/or using nail clippers (Weird but it works!) to shorten the wick to be about 1/8″ – 3/16″. The shorter height allows the wax to capillary up the wick to feed the flame properly. Our wicks light best with a BBQ lighter (hold it 5-8 seconds when lighting). Patience is key here! More help: https://www.malathebrand.com/blogs/news/why-your-woodwick-candle-wont-stay-lit
  • What can I do with my leftover wax/tunnelling candle?

    Candle tunnelling happens when a candle burns down its centre, leaving hard wax around the outside. This wasted wax means your candle won’t achieve it’s maximum burn-time and the wick will become more and more difficult to light and eventually be drowned by melting wax. Thankfully, there are a number of things you can do to help your candle burn evenly and efficiently, leaving as little residual wax as possible. Our favourite method is using foil: 1. Light your candle. Poke a hole in a piece of aluminium foil and place around the top of the candle. 2. This allows the heat to stay in and melt the rim of hard wax on the sides. Keeping your candle in eye sight at all times, leave it sitting for 1-2 hours. Check every half hour, and eventually you’ll have a good even wax pool and a re-set candle. Please be careful when removing the foil, it will be hot! 3. Note: If there’s too much liquid wax that is now drowning the wick, use a tissue paper to soak up the excess and level out the wax! The aim of the foil method is to increase the heat trapped at the top of the candle, hopefully enabling the stubborn hard wax left up the sides to melt.
  • My order still hasn't arrived! What do I do?

    Due to COVID, all Canadian, USA, and INTL shipments will see processing (slow tracking updates) and delivery delays that may have a transit time of up to 1-2 months delay. Unless your tracking says "it's been delivered" and you haven't received the package or a notice slip, your package is still being transferred and is in waiting until it's safe to do so. It doesn't mean that your package is lost! We appreciate your patience and understanding so much and thank you again for your ongoing support even during this time! For locals, we are still offering curb side pick up in Vancouver that can be selected at checkout.
  • How do I return my used candle jar for $1 off my next order?

    We're happy to accept used jars back for us to re-purpose them into new candles! You'll receive a dollar off your next purchase or a free candle with the return of 10 used tins. Contact us at hello@malathebrand.com for our drop off/mailing location in Vancouver!
  • If I live in Vancouver, can I pick up my order?

    Yes! At check out you will have the option for local pick up, address details is in check out, or email us for more info! hello@malathebrand.com
  • How do you work to be eco-friendly?

    In our candles, we use renewable soy wax, FSC (Forestry Stewardship Council) certified wood wicks (made of post-consumer waste), 100% recyclable cans, recycled stickers and cards are made with 100% post-consumer paper and feature a recycle compatible adhesive. Our sample mailers are made with 100% reclaimed polyethylene liner (from 100% post-consumer recycled content) which is biodegradable. Our boxes and crinkle stuffing are made of recycled content and is recyclable as well!
  • What are your shipping rates?

    All shipping fees are automatically calculated at checkout and international packages may be subject to customs fees, which are not included in our shipping rate and are the customer's responsibility to cover! If you are wanting express shipping, please email us at hello@malathebrand.com and we'll do our best. All orders are processed and shipped from our Vancouver studio within 2-4 business days. You will receive a shipping notification once your order leaves our studio. Orders within BC will arrive within a few days, anywhere else can take up to 7 days.
  • Do you accept returns or exchanges?

    Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to hello@malathebrand within 4 days of arrival. Please note: Due to COVID-19 we are not accepting any returns or exchanges at this time. We also cannot accept exchanges or returns on sale items, gift cards, or collaboration items. Any returns or exchanges will only be given store credit, any return shipping charges is paid by the customer.
  • Do you do wholesale or custom orders?

    Yes, we can do custom candles for your special event. Please note we're experiencing extreme delays so custom orders will take much longer. We are currently still accepting wholesale for retailers that are a fit. Please email us at sales@malathebrand.com with your details!