Frequently Asked Questions

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Frequently Asked Questions (FAQ)

About Cennedy Candle Works

1. What is Cennedy Candle Works? Cennedy Candle Works is an e-commerce business that offers a variety of handmade, handcrafted candles. We specialize in luxury scented candles, spell candles, aroma candles, and candles for witchcraft. All our products are made from 100% natural waxes like beeswax, soy wax, and coconut wax, with smoke-free and eco-friendly wicks.

2. Where is Cennedy Candle Works located? Our office is located at M88/203 SP Sukhobristi Housing Complex, Rajarhat Newtown, Kolkata 135, West Bengal, India.

3. How can I contact Cennedy Candle Works? You can contact us through:

Orders & Payment

4. What currencies can I use to shop on Cennedy.com? We support multiple currencies based on your geolocation:

  • EURO, GBP, INR, AUD, AED, CAD, USD, and NZD.

5. Does Cennedy Candle Works offer Cash-on-Delivery (COD)? No, we do not offer Cash-on-Delivery services. All orders must be prepaid via available online payment methods.

6. How soon after placing an order is it shipped? Orders are usually processed and shipped within 24 hours of placement.

7. Can I cancel my order after it’s placed? Yes, if your order has not yet been picked up by our shipping partner, you can cancel it. If the shipping level has not been created, you’ll get a full refund. If it has been created but not picked up, we will deduct $20 as processing fees.

Shipping & Delivery

8. Do you ship internationally? Yes, we ship worldwide via DHL and FedEx, with a maximum delivery time of 7–10 working days.

9. Is shipping free? Shipping is free for personal-use candle purchases. For commercial buyers, shipping costs are applicable.

10. How can I track my order? Once your order is shipped, we will send you the tracking details via email or WhatsApp.

Returns & Refunds

11. What is your return/refund policy for domestic buyers in India? For domestic buyers, we have a 7-day return/refund policy. You are eligible for a full refund or replacement if:

  • We send the wrong product.
  • The product is damaged or broken (for container-based candles only).

To claim a refund or replacement, you must provide a 10-minute unboxing video as proof.

12. What is your return policy for candles without containers? For plain candles, pillar candles, or dressed spell candles without containers (sizes 3″ to 11″), there is no refund policy unless you receive the wrong size or color. You may claim a return or replacement in such cases, but not a refund.

13. What is the process for returning a product? For both refunds and replacements:

  • Ensure the product is unused and undamaged.
  • Our delivery partner will pick up the product within 48 hours.
  • Once we receive and inspect the product at our workshop, we will initiate the refund process, which typically takes 7–10 working days.

14. What if my custom-designed candle is damaged? For custom-designed candles or special orders:

  • Our team will coordinate with you via video call during the production stage.
  • If the product is damaged upon arrival due to shipping issues, you can either take a full refund or request a replacement at no extra cost.

15. What is your return policy for international buyers? For international buyers, you are eligible for a full refund if the product is damaged or incorrect. You must provide a 10-minute unboxing video as evidence.

16. What if I order multiple products and some arrive damaged? If you order multiple items (e.g., a box of 30 spell candles) and only a few arrive damaged, you can request a partial refund for the broken candles. You must provide a 10-minute unboxing video to support your claim.

Customs & Duties

17. Will I have to pay customs duty on my international order? For personal-use orders, there is usually no customs duty except for Canada. However, commercial orders may require you to pay customs duty based on your country’s laws.

Product Quality

18. What materials are used in your candles? Our candles are made from 100% natural waxes, including beeswax, soy wax, coconut wax, and high-quality paraffin wax. We use eco-friendly cotton and wooden wicks, and all fragrances are made from 100% natural essential oils.

19. Are your products safe for the environment? Yes, we prioritize the environment by using non-toxic materials and recyclable packaging. Our plastic packaging is recyclable (above 20 microns), and we maintain high safety standards.

20. How do you ensure product quality? Every batch of candles undergoes testing in both controlled and open-air environments. We also check lab test reports for wax quality, fragrance, wicks, and other non-toxic elements used in our candles.

General Questions

21. What happens if my order is marked as delivered, but I haven’t received it? If your order is marked as delivered at your shipping address, we will not issue a refund. Please check the delivery location carefully. We are not responsible for items that are stolen or misplaced after being marked as delivered.

22. What should I do if I mistakenly ordered the wrong product? If you realize that you ordered the wrong product:

  • You can claim a full refund if the order hasn’t been shipped yet.
  • If the shipping label has been created but not picked up, we will deduct $20 from your refund.
  • No refund is provided after the product has been shipped.

23. Can I get a refund if I don’t like the fragrance or quality of the candle? To avoid dissatisfaction, we recommend trying a smaller sample pack or checking our customer reviews before ordering a larger or high-value product. No refunds are provided for subjective quality preferences.

24. Do you offer refunds for commercial buyers? For commercial buyers, refunds are available only if we send the wrong product or if the product arrives damaged. You must provide a 10-minute unboxing video as proof to claim a refund.

Additional Information

25. Can I place bulk or wholesale orders? Yes, we accept commercial and wholesale orders. Please contact us via email at support@cennedy.com or WhatsApp at +91-9748953778 for more information.

26. What happens if I intentionally damage the product and claim a refund? Our shipping is insured, and we have an expert team that works closely with our shipping partners. If intentional damage is detected, you will not be eligible for a refund, and your ID will be permanently blocked from our website for future purchases.

27. How can I leave a review? We would love to hear your feedback! Share your experience by leaving a review to help others. Simply visit our product pages on cennedy.com or message us directly with your feedback.

Feel free to contact us for any further queries or assistance! Thank you for shopping at Cennedy Candle Works!

This comprehensive FAQ should cover the most common questions from both domestic and international buyers, addressing all key aspects of ordering, shipping, returns, and product information.