Policies
Customer Service
Any questions / concerns / love notes can be sent directly to our founder, Raeana, at shopwhobyfire@gmail.com. Please keep in mind that Who by Fire is a one person team and wait times may occur depending on volume of orders, where we are at in terms of workflow / process, etc. You will hear back from us as quickly as possible and we appreciate your patience. We want to support our customers with the same intention and care that we put into all of our offerings. Please include your order number when applicable and provide any other information that may help us in finding a solution together.
Please also note that while we do our best to respond to Instagram dms, etc., email is the best way to get in touch. Due to the high volume, we can not guarantee that your replies on other channels will be seen.
Hand dipped and hand poured candle disclaimer
All of our candles are hand dipped (tapers) or hand poured (tea lights) by hand with 100% pure beeswax locally sourced by our founder in Portland, Or, unless otherwise disclosed. This process makes each candle uniquely its own and some variations (i.e. varied hues, small bubbles or scratches) are to be expected due to the handmade nature. We try our best to photograph the products in a way that depicts them as closely to their true form as possible, however, truly, no two are the same (and that's part of what we love about them!).
Please note that our candles may very in size and burn time. This is dependent on how many times the pairs dipped, twisted (tapers) and how the wax dries once they have time to rest (tapers and tea lights). We aim for consistency as much as possible and appreciate your understanding. Please reach out prior to purchasing if you have any questions. While most candles will fit snuggly into a candle holder, we recommend having an open, free form candle holder that is capable of fitting multiple candle sizes just in case. We are unable to make exceptions to our no returns / no exchanges policy - this includes in the case that your candle does not fit into a standard candle holder or burns faster than you may prefer. We love Kenzan flower frogs for displaying and burning our candles and have plans to stock them in the future.
Shipments
Orders will ship within 14 business days for ready to ship items and within 30 days for custom made unless otherwise noted. In the instance of multiple orders, we will do our best to combine orders but it is not guaranteed. We are unable to cancel orders so please be sure of your purchase when ordering.
Who by Fire is not responsible for lost or stolen packages. Please make sure to enter your correct address at checkout and communicate with your carriers about deliveries. Once the package shows as delivered we are not able to access any further information about your package.
Shipments are placed through USPS Priority and UPS Ground. Priority mail includes tracking. Please be sure your address is correct when ordering as we are not able to reroute packages after they have been shipped. We are not responsible or liable for any packages lost in transit or stolen after delivery. Please make sure to enter the correct address and communicate with your carriers about deliveries. Once the package shows as delivered we are unable to obtain additional information from our partner carriers or process claims!
Refusal of packages does not result in a refund as the package will be considered abandoned by the courier. Please note that incomplete or incorrect shipping addresses may result in your parcel being returned or abandoned. Any return shipping fees or loss of item is the customers responsibility.
Who by Fire is not responsible for any applicable duty fees which may arise upon accepting your parcel.
To our international customers:
Thank you so much for shopping with us! A few notes:
1. We do not accept any exchanges or returns on international orders so please be sure of your purchase when ordering.
2. You, as the customer, are responsible for duties and tariffs.
3. When we hand the package off to the mail carrier, we have no control over how long they take to get the shipment to you. In our experience, delays and long wait times happen often!
Returns and Exchanges
All purchases are non-fundable and cannot be exchanged.
As a small business with products that are predominantly handmade and do not need to be tried on / etc, we are unable to offer refunds or exchanges.
Additional Disclaimers
Product Use and Safety:
Our candles are made with natural ingredients, including 100% pure beeswax. However, improper use of candles can be dangerous. To reduce the risk of fire or injury, please follow these guidelines:
- Never leave a burning candle unattended.
- Keep candles out of reach of children and pets.
- Always burn candles on a stable, heat-resistant surface, away from flammable materials.
- Do not burn candles for more than 4 hours at a time.
- Trim the wick to ¼ inch before each use to avoid excessive flame and smoke.
Allergen Notice:
While our candles are made from natural beeswax, they may cause allergic reactions in individuals sensitive to beeswax or other natural products. If you experience any irritation, discontinue use immediately.
Liability:
We are not liable for any damages or injuries caused by the improper use of our candles. By purchasing our products, you agree to use them responsibly and follow all safety guidelines.
Variations in Product:
Due to the handmade nature of our candles, slight variations in color, scent, and appearance may occur. These variations are not defects but are part of the charm of handmade products.
External Links and Recommendations:
Our website may contain links to third-party websites for recommendations on candle care or accessories. We do not endorse or assume responsibility for the content or practices of these external sites.
Product Performance:
We strive to provide accurate descriptions and images of our products. However, we cannot guarantee specific performance, such as burn time, as it may vary based on environmental conditions and user practices.