At Zyndl, we pack every order with extreme care at our studio in King, NC. We wrap our candles securely to ensure they survive the journey to your doorstep.
However, we know that shipping carriers can sometimes be rough. Glass is fragile. If your order arrives damaged, we will make it right. Because we are a small business, we have a strict process to handle these claims. Please read the guidelines below.
How to Claim a Replacement
If you open your package and find a broken candle, you must contact us within 48 hours of the delivery time stamped on your tracking number.
We require the following proof to process a claim:
- A photo of the broken item. (We need to see the shattered glass clearly).
- A photo of the shipping box. (We need to see if the box was crushed or damaged).
- Your Order Number.
Please email these three things to hello@zyndl.com with the subject line: “Broken Item”.
Important Rules
- Strict Time Limit: We cannot offer replacements or refunds if you contact us more than 48 hours after the package was delivered. This rule is firm.
- Proof is Required: We cannot send a replacement based on words alone. We need photos for our records and to file a claim with the shipping carrier.
- No “Change of Mind”: This policy covers damaged items only. It does not cover returns because you did not prefer the scent.
Once we receive your photos and confirm the damage, we will send out a replacement candle to you as soon as possible. We want you to enjoy your tropical escape without worry.