help / faq

How it works:

We've made ordering at Craftily as simple as possible, with easy dropdown menus for each option. You can also find instructions on each product page.

  1. Once you've selected an item, select the container you'd like your candle in.
  2. Choose your scent.
  3. Pick your preferred label color.
  4. Select the quantity of your order.
  5. Click Add To Cart (You can add more items before checkout.)
  6. When finished adding items, click View Cart or tap the shopping bag icon at the top right of your screen.
  7. On this page you can add whatever you'd like to customize the rest of the candle!
  8. In the "Order Special Instructions" box, you can add what you'd like the candle to say on the front, if you want a gift message on the back, wax color, etc.
  9. Continue to complete shipping and payment details, and place your order!

 

  • order processing times:
Candles are handmade 1-3 days after ordering depending on order load and queue priority, and are sent out within 2-4 days of being completed and quality checked.

  • shipping rates:
We offer free shipping for every order, via USPS Ground Advantage.
If you would like to upgrade to USPS Priority, you get faster delivery and we bump your order to the front of the queue!

Free Shipping usually delivers your order in 5-8 business days.
Priority Express usually delivers your order in 2-4 business days.

  • international shipping:
We currently do not offer international shipping, but is coming soon!

  • local delivery options:
We currently do not offer local delivery/pick up.

  • track your order:
Follow your candle every step of the way on your track order page, found here.

  • refunds, returns & exchanges:
We're confident you'll love your handcrafted candle. But if not, we offer a quick and easy refund/return/exchange policy.

  1. To begin your refund/return/exchange, please reach out to us to open a ticket within 30 days of order delivery.
  2. We require your your items be shipped back in new/unused condition you received it.
  3. If your item was damaged during shipment, send us a picture via email, and we will ship out a replacement immediately.
  4. Once we accept your items, we will make and send you a new candle free of charge to you, within 1-3 days of return acceptance. 
(This can be an identical item, any other items for the same total value or a full refund.)


Message us:
To message us directly from our site, use the chat bubble at the bottom left.

Or email us anytime at craftilyco@outlook.com for order support or help.