Our Policy regarding exchanges or returns is as follows:
All sales are final as our products are handmade specifically for you as requested in your order. We take your order seriously as a commitment and take great care to create and pack your order, but if for some reason the order arrives damaged, please contact us regarding an exchange or credit.
As our customer you are responsible for contacting our customer service desk by e-mail (firstname.lastname@example.org or phone (800) 859-1779 to discuss an arrangement for returning damaged merchandise to the correct address. Please make sure to contact customer service regarding the reshipment of your order prior to shipping as we must confirm the return address and make an arrangement for receipt of your order.
In the event that a color exchange is necessary, we must hear from you for a confirmation of order exchange, which entails the customer carefully repacking the candles, paying for their safe return, and paying the fee to ship the replacements. If you have received your order freight free and need to exchange it for another color choice, we will need to charge freight to you for the receipt of the returned order and coverage for the reshipping fees.
We hope that you understand that we take the greatest care to produce and send you the finest candle products from here in the US. Our candles are delicate and do not hold up in well in multiple travel sessions, often needing to be repackaged or in many cases, sold as seconds. For this reason, we cannot accept random color changes and order cancellations as a routine. Please be certain of the candles you need and when you need them shipped when placing your order. We will expedite your order as specified if you need them quicker than 2 weeks from your order date. Please again contact us by phone or e-mail and we will do our best to rush an order or expedite your shipment by UPS or US Mail if necessary at your request and upon agreement of added cost for shipping.
Oak Forest Design's customer service goal is simple: We are committed to providing our customers total satisfaction. Every time. Guaranteed.