Order Issues Please keep in mind that the products you are buying are handmade and 100% natural so they tend to have variations from batch to batch (eg: slight color variances, minimal differences in appearance). Before our products are shipped each item is carefully inspected and packaged so that it arrives to you in perfect condition. All local parcels are shipped via Hongkong Post and international parcels are shipped via DHL to ensure that your purchase is delivered as quickly and as safely as possible. This Shipping policy forms part of the Moonglade Candle website terms and conditions. Local Shipping in Hong Kong We currently offer free local shipping within Hong Kong, on limited time offer. Our products are delivered to Hongkong Post every Wednesday and Saturday, items ordered and paid for will be shipped on every Wednesday and Saturday, unless otherwise noted in description of product. After leaving our workshop, Hongkong Post typically delivers in 4 business day. In the event that an item is out of stock, we will notify you by email as soon as possible to re-arrange delivery. International Shipping If Customs charges occur please note that you, the buyer, are 100% responsible for the fees. We, the seller, are not responsible for customs charges. Please note that International orders can take up to 4 weeks to arrive after they are shipped since all orders must pass through customs and the time frame that this takes is completely out of our control. Shipping Charges Shipping charges are calculated within the shopping cart. Simply add a product to your shopping cart and select your destination. Your shipping price and approximate delivery timeframe will be displayed. Shipping is calculated at the end of your transaction. Delivery Times To avoid delays in receiving your parcel, we suggest that you have the item delivered to an address where someone will be available to sign for it. Best to use a work address so you get it quickly. Our couriers may contact you prior to delivery; so input a valid mobile phone number at checkout. PO Boxes are accepted. Returns We hope that you are happy shopping at Moonglade Candle. Our products go through a rigorous inspection before shipping to ensure the order arrives at your doorstep smoothly. As such Moonglade Candle accepts returns of incorrect items in its original condition within 14 days of purchase. Returned goods must be unopened, unused and in a re-saleable condition; for example, the item must have all its packaging, wrapping and protective seals intact. The goods are your responsibility until they reach us, therefore for your own protection we recommend you get proof of postage with tracking link as we can only refund on receipt of the unwanted goods. If a returned product is faulty, we will refund the original delivery cost and the postage paid by you to send it back to us. Kindly note that Moonglade Candle is not responsible for additional shipping expenses for returns & exchanges. We do not bear responsibility for compensation of returned packages lost in transit without proof of delivery to Moonglade Candle. P A Y M E N T We offer secure online ordering and accept Visa, MasterCard, American Express, and PayPal.