Shipping and Returns

EUROPEAN SHIPPING

We send most international packages via Chronospost. Shipping times vary depending on location, time of year and local postal service. On average, orders should arrive 2-3 business days after you receive tracking information.

Shipping costs are 9.90€ for UE members countries and 15.99€ for the rest.

European countries outside UE packages may be subject to customs, duties or other fees that are calculated by country. The customer is responsible for paying any and all customs duties and fees. They may be delayed by customs. Unfortunately, we at Brooklyn Candle Studio have no control over these circumstances. 

RETURNS & EXCHANGES

i. All of our products are carefully inspected before they are shipped. We do not offer refunds if the item(s) arrive(s) without damage, or do we offer refunds for items that have been used in any way.

ii. We will replace or refund products damaged during shipment if photographic proof of damage, photo of the delivery note in the package, photo of the product barcode are submitted to us at sales@make-it-agency.com within two (2) days of delivery. We reserve the right of refusal if we consider the product usable.

iii. If the product is broken or damaged during transport and after acceptance of proof of damage no need to return it to us. We offer free replacements for any incorrect items received. As a reminder, to be eligible for a free replacement, you must notify us with photographic proof of damage, photo of the delivery note in the package, photo of the product barcode within two (2) days of delivery by emailing us at sales@make-it-agency.com and we will send you instructions to complete your exchange. 

iv. We only accept returns on products that were sent to you in error and are still usable/good condition. Once the error is notified and noted on our side, you have fourteen (14) days of purchase to make the exchange. 

v. Additional items ineligible for refund:

      1. Sale Items (including items purchased with a Discount Code) 
      2. Customized Items 
      3. Items marked “Non-returnable” on the product page 
      4. Gift Cards 
      5. Lost or stolen items
      6. Any item that has been used or is not in its original condition, is damaged or missing parts for reasons not due to our error
      7. Exchange received more than fourteen (14) days later
v. We do not offer refunds on orders where the tracking states it has been delivered. We do offer reshipments.
Refunds

i. Once your damage proof photo,  delivery note photo in the package, product photo barcode received and inspected, we will notify you of the approval or rejection of your refund.

ii. If you are approved, then your refund will be processed, less the return shipping fees, and a credit will automatically be applied to your original method of payment, within 5-10 business days. Please see our Return Process below.

iii. Late or missing refunds
      1. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. 
        Next contact your bank. There is often some processing time before a refund is posted. 
      2. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@make-it-agency.com and we will help you sort it out.