Q&A - Frequently Asked Questions

What are the shipping times for your products?

We take 1 to 2 days to process the order then 2 to 4 business days to deliver it. You will receive a new notification when your order has been shipped.

 

Where do you ship your products from?

Our offices are located in the province of Liège, in Belgium.

 

Do you provide product tracking information?

Yes, wait, you just need to go to the "track my package" tab to track your order. If your tracking number does not work, contact us at the following address: hello@ephacandle.com

 

Some items are missing from my order, what is happening?

Our products may be shipped separately depending on your order. If it contains, for example, items from two different warehouses, there will consequently be two deliveries. The rest of the order will very likely arrive shortly.

I received a damaged item. What can I do?

We are sorry to hear that. Just send us a picture of the damaged item in question to the email address: hello@ephacandle.com and we will send you a similar replacement item as soon as possible.

Where are you located?

We are located in the province of Liège in Belgium.

I still haven't received my order. What is taking so long?

We apologize for the delay. Sometimes international shipping can take longer than expected due to customs clearance. However, you can track your order and see where it is at any time. If you still feel you need help tracking your package or want to inquire about it, please contact us by email at the following address: hello@ephacandle.com

Do you have a refund policy?

We do our best to resolve any issues our customers may encounter with their online items. If you still wish to receive a refund on your order, we can of course process the payment, provided the claim is made within 30 days of the order date and the product(s) concerned are not on sale. For more information, please read more about our refund policy