Frequently Asked Questions (FAQs)

Welcome to the Kandle Stories FAQ section. Here you’ll find answers to the most common questions about our candles, orders, delivery, customization, and more.

🔥 1. Are your candles handmade?

Yes! All our candles are 100% handcrafted, made with premium wax, cotton wicks, and safe materials. Each piece is carefully poured and shaped by hand.

🎨 2. Do you offer custom candles?

Yes, we specialize in customized candles.
You can request:

  • Custom colors

  • Custom names/initials

  • Customized shapes or designs

Custom orders require extra processing time (2–5 working days depending on design).

🕯️ 3. Will my candle look exactly like the picture?

We try our best to match the design, but because each candle is handmade:

  • Slight color differences

  • Minor texture variations

  • Shape variations

may occur — this is completely normal and part of the handmade charm.

🧾 4. How can I place an order?

You can place an order directly through our website.
Simply:

  1. Select your favorite candle

  2. Add it to cart

  3. Proceed to checkout

  4. Enter your details and confirm your order

You will receive confirmation by email/SMS after placing the order.

💵 5. What payment methods do you accept?

We accept:

  • Cash on Delivery (COD)

  • Bank transfer (if requested)

Online payment methods may be added in the future.

🚚 6. How long does delivery take?

Estimated delivery time:

  • Major cities: 2–4 working days

  • Other cities: 3–7 working days

  • Remote areas: 5–10 working days

Custom candles may take a little longer to prepare.

🧾 7. How can I track my order?

Once your order is dispatched, you will receive:

  • A tracking number

  • Courier name

  • Tracking link (if available)

You can track your parcel online anytime.

🎁 8. Do you offer gift packaging?

Yes! We provide aesthetic gift-style packaging for most of our candles.
Perfect for birthdays, weddings, or special occasions.

🔁 9. What is your return policy?

You can request a return or exchange within 3 days if:

  • The product arrived damaged

  • The wrong item was delivered

Custom candles cannot be returned unless damaged.
Please send photos or videos as proof.

💸 10. Do you offer refunds?

Yes. Refunds apply only if:

  • You receive a damaged or incorrect product

  • Your order was canceled before processing

Refunds are issued through bank transfer or the original payment method.

✋ 11. Can I cancel my order?

You may cancel your order within 2 hours of placing it if the order has not been processed yet.
Custom orders cannot be canceled once production begins.

🕯️ 12. How do I care for my candles?

To get the best experience:

  • Keep the wick trimmed to 1/4 inch

  • Burn on a stable, heat-safe surface

  • Never leave a lit candle unattended

  • Keep away from children, pets, and flammable objects

📦 13. The candle I want is out of stock. What should I do?

You can message us and we’ll let you know when it’s restocked.
Some items can also be made on request.

📞 14. How can I contact customer service?

We’re always here to help!

📧 Email: kandlestories@gmail.com
📞 WhatsApp: 0300-3205650
📍 Address: Office No. 1, 2-L/A, 1st Floor, Gulberg III, Lahore