Refund policy

Return & Refund Policy

Thank you for shopping with Moments. Each item is handmade with care, and we want you to love your order.

Custom & Personalized Orders

Custom candles, personalized labels, event favors, candle bar orders, and special-made items are final sale once production has started. This includes items with names, dates, personal messages, business logos, custom colors, custom scents, or event details.

Cancellations

Orders may be canceled only if production has not started. Once materials, labels, or candles have been prepared, the order cannot be canceled or refunded.

Damaged Items

If your item arrives damaged, please contact us within 24–48 hours of delivery. Please include clear photos of the damaged item, packaging, and shipping box so we can review the issue.

Returns

Due to the handmade and personal nature of our products, we do not accept returns on custom or used candles. Non-custom items may be reviewed for return approval if they are unused, unopened, and in original condition.

Refunds

Refunds are reviewed on a case-by-case basis. Approved refunds will be processed back to the original payment method.

Shipping Issues

Moments is not responsible for packages delayed, lost, stolen, or delivered to the wrong address by the shipping carrier. Please make sure your shipping address is correct before placing your order.

Warm Weather Notice

Candles may soften or melt if left outside in heat. Please bring your package inside as soon as possible after delivery. Moments is not responsible for melting caused by packages left outside after delivery.

Contact Us

If you have an issue with your order, please contact us as soon as possible so we can help.