Policies & fulfillment

Refund and Exchange 

We hope you are absolutely in love with your purchase! While we don't accept returns & exchanges, please email us within seven days of receipt if you are unhappy with your purchase. We will do our very best to make you happy. 

Every request is different. Therefore, we handle inquiries on a case-by-case basis. Please email us at contactus@geminihorsestudio.com if you have any questions or concerns. We will do our very best to accommodate your request. 

We will extend the request window to 15 days during promotions and holidays. Please note that your happiness and satisfaction are our primary priorities. 

 

Order Processing, Cancellation & Changes:

All orders will be shipped within five days. It is our goal to craft and deliver premium candles. Therefore, all of our products are crafted in small batches.  We are constantly working diligently to fulfill your order as soon as possible. However, please note that the formulation process can sometimes take up to three days to ensure top-notch quality. Fulfillment time might extend up to seven days during promotions and holidays.

Please note that shipping time may be delayed as our partners and we take extra precautions and comply with local Covid-19 regulations. However, all products are still being shipped as quickly as possible and will continue to send as long as USPS and UPS are operational.

Once placed, all orders will be final, and products cannot be edited or changed. Order cancellation requests will be considered but are not guaranteed. Orders cannot be canceled once dispatched.

All customers are responsible for inputting the correct information for the order's billing and shipping address. Any requests for address or order changes will be considered but not guaranteed unless we've notified you that the update has been modified and reflected. 

If an undeliverable order is due to an address error, the shipping courier will return the order to our studio. You will be charged a one-time $10 courier return fee. We will notify you by email when we have received the shipment and when it can be reshipped again. A new flat rate shipping charge might apply. 

If you have any additional questions, please don't hesitate to reach us at contactus@geminihorsestudio.com.

Q&A 

What should I include in my request? 

Your order number is the quickest way for us to retrieve your purchase. If you do not have your order number, please include your full name, email address, or phone number to locate your purchase. We may ask for additional information to better assist you with your request.