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✦ Shipping · Returns · Refunds ✦
Delivered with care .
Every order leaves our studio wrapped in tissue, tucked into recycled kraft, with a hand-written thank-you note. Here's everything about how it reaches you — and our policies, in plain words.
Wrapped by hand, sent with a blessing.
Packing day is our favourite kind of quiet. Long wooden tables, ribbons of acid-free tissue, the smell of kraft paper and dried marigold in the air. Every order is knotted with cotton twine, signed by hand, and sent off with a whispered "travel safe". It's slow — gloriously so. Here's exactly what happens between "order placed" and "parcel at your door".
— the packing table
Standard Delivery
Our default. Hand-packed in tissue with a thank-you note.
Express Delivery
For when the moment really can't wait — a birthday tomorrow, an anniversary tonight.
✦ The packing ritual ✦
How your parcel is wrapped
Every parcel passes through four pairs of hands before it leaves the studio — a poured, a polisher, a wrapper, and a note-writer. No plastic film, no styrofoam, no impersonal scotch tape.
Each piece is swaddled in acid-free tissue, knotted with cotton twine. No plastic film, no bubble pop.
Our outer boxes are made from 100% recycled kraft, stamped (not stickered) with our logo.
Every order leaves with a small, hand-written thank-you. If it's a gift, write a few lines and we'll copy them in our best handwriting.
A tiny sprig of dried marigold or a sprig of pressed leaf — for luck, and a little Varanasi sunshine.
Knotted, not taped.
cotton twine · packing table no. 2
✦ Once it arrives ✦
Caring for your candle on day one
Let your candle rest for 30 minutes after it arrives — it has been travelling.
On the first burn, let the wax pool reach the edges. Otherwise it 'tunnels' and shortens its life.
Trim the cotton wick to 5 mm before every burn — a longer wick smokes; a shorter one drowns.
Burn for no more than 3–4 hours at a time. The vessel deserves a rest, too.
Keep the flame away from drafts, curtains, and curious pets.
The honest small print
No returns, no exchanges
Because every candle is hand-poured to order — and many are customized — we follow a strict no-return, no-exchange, no-replacement policy. Once a piece leaves our studio, it cannot be returned or swapped.
This covers change of mind, personal preference, scent intensity preferences, accidental wrong selection, courier delays, and minor handmade variations in colour, texture, or finish.
Please review the product page, scent notes, and dimensions carefully before placing your order — and message us beforehand if you're unsure. We're happy to send extra photos.
Handmade variations are a feature
Our products are made entirely by hand. Tiny variations in colour, brushstroke, wax surface, scent throw, or vessel finish are not defects — they are the proof of a maker's hand.
Two candles from the same batch will look ever so slightly different from each other. We think that's beautiful.
Refunds — only for duplicate transactions
Refunds are processed in exactly one situation: if you were charged twice for the same order because of a payment gateway glitch.
In such cases we'll verify the duplicate transaction and credit the extra amount back to your original payment method within 7–10 business days. No other refund requests will be accepted.
To raise a duplicate-payment refund, email artisanhouse.in@gmail.com with your Order ID, Transaction ID, and a screenshot/bank statement.
Damaged in transit? We re-pour.
Once in a while, a parcel takes a rough trip. If your candle arrives broken, cracked, or with wax sloshed out of place, send us a photo within 48 hours of delivery — and we'll re-pour and re-ship a fresh one at no cost. (No need to return the damaged piece; please dispose of it safely.)
This is the one exception to our no-replacement policy, and it exists because we'd want the same.
Order cancellation
Once an order is placed and payment confirmed, it cannot be cancelled — our pouring schedule moves quickly. Please review your cart, address, and gifting notes before completing checkout.
If you've made a typo in the shipping address, message us within 30 minutes on WhatsApp and we'll do our best to catch it before dispatch.
Limitation of liability
Artisan House isn't liable for:
- Wrong product selection by the customer
- Tiny handmade variations between pieces
- Courier delays from weather, regional disruptions, or address issues
- Damage caused by misuse — leaving a candle near curtains, lighting it on uneven surfaces, etc.
- Indirect or consequential losses
Our total liability is capped at the amount paid for the specific order in question.
Contact for refund requests
For duplicate-payment refund requests or transit damage:
+91 95194 86785 · WhatsApp
artisanhouse.in@gmail.com
Please include:
- Order ID
- Transaction ID
- Photo or screenshot proof
Sending you a candle is, for us, a small ceremony.
— open it slowly, light it on a Sunday, send us a picture