Questions and answers
Delivery, returns and caring for your candle.
Orders
My package is lost. What should I do?
First check the tracking link in your shipping email. If it has stopped moving, write to info@vilmacandles.com with your order number and we will take it up with the courier for you.
Can I cancel or change my order?
Yes, as long as it has not been sent yet. Write to info@vilmacandles.com with your order number as soon as possible.
My order arrived damaged or something is missing.
Write to info@vilmacandles.com within 14 days with your order number and a few photos. We will send a replacement or refund you.
Delivery
Where do you deliver?
We deliver across Europe, including the United Kingdom and Switzerland, to the United States and to the rest of the world.
How do I get free delivery?
Delivery is free on orders over €48 to Latvia, Estonia and Lithuania, and over €96 to the rest of Europe, the United Kingdom, Switzerland and Norway. To the rest of Europe, delivery is half price on orders from €48. Delivery to the United States and the rest of the world is always charged. The delivery cost is shown at checkout before you pay.
Why do you charge for delivery?
Our candles are sculptures made of soft soy wax. Fine details like ears, fingers and petals can break if a parcel is dropped or squeezed, so we pack every candle by hand and with great care.
First each candle is wrapped in honeycomb kraft paper and tied with twine, then wrapped again in bubble wrap before it goes into the parcel. This takes more material and time than an ordinary parcel, and we send it with a tracked courier so it reaches you safely.
The delivery price covers the courier and this protective packing.
How do I change my delivery address?
Write to info@vilmacandles.com with your order number and the new address. We can change it as long as the parcel has not left yet.
When will my order be sent?
Every order is packed by hand in our studio in Riga. We usually send orders within 3 working days, but some models take longer to make, so it can take up to 1 week. If there is a delay, we will let you know by email. As soon as the parcel is handed to the courier, you get an email with the tracking number.
Returns and refunds
Can I return a candle?
Yes. Under EU consumer law you have 14 days from receiving your order to cancel for any reason, as long as the candle is unused, unburned and returned in its original packaging.
How do I start a return?
Email info@vilmacandles.com with your order number and the reason for the return. We will send you the return instructions and the address.
Who pays for return shipping?
The return shipping is paid by the buyer. We recommend a tracked service, so the parcel and your refund are protected.
When do I get my money back?
We refund within 14 days of receiving the returned candle, or proof that you sent it. The refund goes to your original payment method and includes the original standard delivery cost.
What cannot be returned?
Candles that have been lit, used or damaged through misuse cannot be refunded. This does not affect your statutory rights under EU consumer law.
Candle care
Should I light a sculptural candle?
It is up to you. Many people keep theirs as a decorative piece. If you light it, the shape changes as it burns and wax may run, which is part of the experience.
How do I burn it safely?
Stand the candle on a heat-resistant plate, keep it away from draughts, and never leave a burning candle unattended.
Where should I keep it?
Soy wax softens in heat, so keep the candle away from sunny windowsills and radiators.
What is the wax?
Every Vilma candle is hand-poured from 100% soy wax, with no paraffin and no added fragrance.