Charleston Soy Works · Customer Care
Shipping & Returns
We handcraft and ship from Summerville, South Carolina. Here’s what to expect after you place an order, and how we can help if something isn’t right.
Most orders ship in 1–3 business days. Shipping rates are shown at checkout. If a scent isn’t right, request an exchange or refund within 14 days of delivery.
Shipping
Processing time
Most orders are prepared and shipped within 1–3 business days, excluding weekends and holidays. Personalized or large orders may take longer; we’ll let you know if your order needs more time.
Shipping rates and delivery
Your shipping options and rates are shown at checkout. Any free-shipping offer displayed for your order will be reflected there. We’ll email tracking information when your package ships. Carrier delivery dates are estimates and can vary by destination or delays in transit.
Address changes and delivery questions
Please check your address before placing an order. If you notice an error, email us as soon as possible. We can make changes while an order is still being prepared, but we can’t guarantee a change after it ships. If a package is returned because the address was incomplete or incorrect, additional postage may apply to send it again.
If tracking says delivered but you can’t find the package, contact us so we can help you review the delivery details.
Warm-weather shipping
Our candles contain soy wax and skin-conditioning butters and oils, so they may soften in high temperatures. If a candle arrives softened, keep the jar upright at room temperature and allow it to set again. If it leaked or was damaged, contact us with photos of the candle and packaging.
Returns & scent exchanges
Want a different scent?
If the scent isn’t right for you, contact us within 14 days of delivery. You can exchange an unused candle for another fragrance or request a refund. Please include your order number or proof of purchase. The candle should be unused, with its labels and original packaging.
Email contact@charlestonsoyworks.com before sending anything back. We’ll provide instructions and a prepaid return label for an approved return or exchange.
Damaged, defective, or incorrect items
Please email us promptly with your order number, a brief description, and clear photos of the item and packaging. We’ll review the issue and arrange an appropriate replacement or other resolution at no cost to you.
Need to edit or cancel an order?
Contact us as soon as possible. We’ll do our best to help before your order ships. If your order has already shipped, our exchange terms above apply.
Questions? We’re here to help.
Email contact@charlestonsoyworks.com with your order number, and we’ll take it from there.
This page applies to orders placed directly through Charleston Soy Works. It does not limit any rights provided by applicable law.