Order Cancellation, Refund & Return Policy

1. Can I return an item and how do I do it?

Firstly, we hope that Zephyrie’s candles will stay with their new owner for the rest of their lives. However, if you would like to return your candle items, please email us at eosartisans@gmail.com. An item can only be returned if we have accidentally delivered a different item from what you ordered (we’re sorry!): 

  • You may exchange with a different item OR request for a refund provided the delivered item is unused and sent back to us. The item(s) must be returned within 7 days from the delivery date.

  • To return an item, place the item securely in its original packaging (our wax babies can be very fragile) and mail your return to the following address: 55B, Jalan SS 24/8, Taman Megah, 47301 Petaling Jaya, Selangor

2. What if there’s something wrong with my candle?

If you find that there’s something unusual about your candle, or it is not working the way it' is supposed to, contact us! All you have to do is email / WhatsApp us a picture of your candle and let us know what happened to it. We will either (1) guide you how to fix it, (2) send over a new one if it is non-fixable

3. I may have ordered wrongly, can I cancel my order?

We usually process orders within the next working day. If your order has not already been processed or shipped out, we will process the cancellation for you. Please email us or WhatsApp us within 24 hours of ordering. However, if the order is delivered, no cancellation will be accepted, nor returned or exchanged.

4. What do I do if the items I purchased are damaged when I receive it?

We take good care of all whimsical items you ordered with love, cushions and bubble wraps. However, we hope you understand that even with the care and protection, sometimes accidents could still happen during courier which is out of our control.

Fear not, this is all you need to do: Email and send us a picture of the damaged goods and your purchase details, we will do our best to resolve the matter and send you a new set of wax babies.