Shipping & Returns

01

Order Processing

Orders require time to be reviewed, prepared, packed, and transferred to the shipping carrier.

A carrier's transit estimate begins after the package has been shipped. It does not include our order-processing time before carrier pickup or acceptance.

When we provide a specific shipment estimate, we make that estimate based on the information reasonably available to us at the time.

If no specific shipment timeframe is stated, we will handle the order in accordance with applicable federal shipment-timing requirements.

02

Shipping

Available shipping methods, destinations, and charges are shown during checkout when applicable.

Shipping charges can vary based on the order, destination, available carrier service, and any promotion in effect at the time of purchase.

If a free-shipping offer is available, the qualifications and exclusions displayed with that offer control.

Transit estimates

Delivery estimates supplied by a carrier are estimates rather than guarantees unless we expressly state otherwise.

Once a package is in transit, actual travel time may be affected by carrier operations, weather, holidays, regional disruptions, or other circumstances.

Shipping destinations

The destinations currently available for delivery are reflected by the options made available during checkout.

We may be unable to ship certain products or orders to a particular destination because of carrier, regulatory, service, or operational limitations.

03

If We Cannot Ship on Time

We do not want a customer waiting indefinitely for merchandise without knowing what is happening.

If we learn that we cannot ship an order within a shipment timeframe we promised, we will handle the delay in accordance with applicable law.

Depending on the circumstances, this may include notifying you of the delay, providing a revised shipment date where available, and giving you the applicable opportunity to agree to the delay or cancel the unshipped order for a prompt refund.

If we determine that we cannot fulfill an order, we may cancel it and refund the affected amount.

04

Addresses, Changes & Cancellations

Please review your shipping address, selected products, quantities, and other order details before completing checkout.

Need to change something?

Contact us as soon as possible at info@stillnessandember.com .

We will make reasonable efforts to help, but we cannot guarantee that an order can be edited or cancelled after fulfillment work has begun.

Incorrect or incomplete addresses

Customers are responsible for providing a complete and accurate delivery address at checkout.

If a carrier returns a package because the address provided was incorrect, incomplete, refused, or otherwise undeliverable, contact us so we can determine the available options.

If reshipment is requested because of an address supplied incorrectly by the customer, an additional shipping charge may apply.

We will not impose an additional shipping charge when the address problem resulted from our own error.

05

Tracking & Delivery

When tracking information is available, it may be sent to the email address associated with the order.

Tracking updates are generated by the carrier and can occasionally be delayed, incomplete, or updated before the package physically appears at the delivery location.

If tracking says delivered

If a package is marked delivered but you cannot find it, first check the delivery area, household members, building staff if applicable, nearby secure locations, and any carrier delivery information.

If the package still cannot be located, contact the carrier and then contact us.

We will review the circumstances rather than automatically treating every delivery scan as the end of the matter.

06

Lost, Missing or Stolen Packages

If tracking stops updating for an unusual period, a carrier confirms that a package is lost, or a shipment otherwise appears to have gone missing, contact us.

We may need to work with the carrier, confirm shipping information, or ask you for information reasonably necessary to investigate the shipment.

Depending on the circumstances, available remedies may include replacement, refund, carrier investigation, or another appropriate resolution.

Suspected theft after delivery

A package that appears to have been taken after confirmed delivery is different from a package that was never delivered.

We will review those situations individually. We may ask for reasonable cooperation with a carrier claim or other documentation when appropriate.

We do not guarantee automatic replacement of merchandise stolen after proper delivery, except where applicable law requires a different result.

07

Damaged, Defective or Incorrect Orders

If an item arrives broken, damaged, materially defective, or different from what you ordered, please contact us as soon as reasonably possible.

For the fastest review, contacting us within 7 days of delivery is helpful, particularly when carrier damage may be involved.

The seven-day request is intended to help us investigate quickly. It does not eliminate a legal right or remedy that applicable law gives you for a defective, damaged, or materially misrepresented product.

What to send us

Please include, when reasonably available:

• Your order number.
• A brief description of the problem.
• Photographs of the product.
• Photographs of the shipping package if transit damage appears to be involved.
• Any other information reasonably useful for understanding what happened.

Please keep the product and packaging until we tell you whether they are needed for the claim.

Resolution

After reviewing the issue, we may offer an appropriate replacement, refund, partial refund, or other remedy depending on the circumstances and applicable law.

08

Voluntary Returns

We accept eligible returns requested within 30 days after delivery.

To qualify for a voluntary return, the product must generally be:

• Unused.
• Unburned.
• In substantially the same condition in which it was received.
• Returned with its original product packaging when reasonably possible.
• Accompanied by information sufficient for us to identify the purchase.

Fragrance preference

Fragrance is personal.

If you decide an unused candle is not the fragrance you want, it may be returned under this voluntary return policy so long as it otherwise meets the eligibility requirements.

Once a candle has been burned, we generally cannot accept it as a preference-based return.

Starting a return

Before mailing a return, contact:

Please do not send merchandise back without contacting us first. We need enough information to associate the returned package with the correct order.

09

Items Generally Not Eligible for a Preference Return

Unless a product is defective, damaged, materially incorrect, or applicable law requires otherwise, the following generally are not eligible for a change-of-mind or fragrance-preference return:

• Candles that have been burned.
• Products that have been materially used, altered, damaged, or consumed after delivery.
• Items explicitly identified as final sale before purchase.
• Gift cards or equivalent stored-value products, if offered, except where law requires otherwise.
• Products subject to a separately disclosed promotional or special-offer return policy.

This section concerns voluntary preference returns. It does not eliminate remedies that may apply to defective, damaged, incorrectly supplied, or materially misrepresented merchandise.

10

Return Shipping

Preference returns

For an eligible voluntary return based on preference or change of mind, the customer is generally responsible for return-shipping costs.

Our error or a qualifying product problem

If we sent the wrong item or determine that an item arrived damaged or has a qualifying defect, we will provide an appropriate remedy and will not require you to absorb reasonable return-shipping costs that properly result from our error or the covered problem.

Safe return packaging

Returned merchandise should be packaged with reasonable care so that it is not damaged unnecessarily during return transit.

If you are responsible for return shipping, using a trackable shipping method is recommended.

11

Refunds

Once an eligible return is received and reviewed, we will notify you of the outcome.

Approved refunds are generally issued to the original payment method unless another method is required by law or agreed upon in the circumstances.

Preference-based returns

For a voluntary return based solely on preference or change of mind, the refund generally includes the eligible returned merchandise price and applicable refundable tax.

Original outbound shipping charges are generally not refundable for a preference-based return unless applicable law or a specific offer provides otherwise.

Damage, defect or fulfillment error

When a refund results from our fulfillment error or a qualifying damaged, defective, or nonconforming product, we will handle applicable product and shipping amounts consistently with the circumstances and applicable law.

Processing time

Once we issue a refund, the time required for it to appear on your account may depend on the bank, card issuer, or payment provider.

We do not control a financial institution's posting time after a refund has been transmitted.

12

Gifts, Bundles & Special Offers

Some bundles, discovery offers, gifts with purchase, redemption offers, or other promotions may include terms that differ from the standard voluntary return policy.

When that happens, the special terms will be disclosed with the offer and will apply to that promotion to the extent permitted by law.

Gifts

If you received a Stillness & Ember product as a gift and need help with an eligible return or product problem, contact us.

Refunds normally return funds to the original payment method, so gift-return options may depend on the circumstances and available order information.

13

Consumer Rights

Our voluntary return policy is intended to provide an additional customer-service process.

It does not eliminate, replace, shorten, or waive a warranty, refund right, statutory remedy, product-liability right, or other protection that applicable law does not allow us to limit.

Likewise, a return deadline for a preference-based return does not automatically determine whether a legal remedy exists for a genuinely defective, unsafe, damaged, or materially misrepresented product.