customer service is of the utmost importance to us, and we hope the following information answers any questions or concerns you may have concerning shipping and returns.  if your question isn't addressed here, please don't hesitate to email us at hello@hollisandearle.com or use our contact form.

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order processing times

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every effort is made to ship your orders as quickly as possible.  because our candles are made when ordered, our candle production can take anywhere from 2-7 days unless otherwise noted.  once your order has been fulfilled, you will receive tracking information by email.  once a package is on its way to you via standard shipping, it typically will arrive within 1 to 5 business days.  due to the handmade nature of our products, some items purchased may be delayed.  in this event, we will inform you by email.  we want you to receive your goods as soon as possible. 

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how much is shipping? and shipping methods used?

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Currently, all orders are shipped from clarkesville, ga, near atlanta, via ups or usps priority.  we offer standard shipping within the continental united states, excluding alaska and hawaii, and cannot deliver to a post office box.  free shipping on qualified total amounts.  all shipments benefiting from free shipping are sent via the most economical way available for your order.  all shipped orders include a tracking number, and by default,  our packages do not require a signature.  expedited or express shipping is possible upon request.  just let us know, and shipping costs will be adjusted accordingly.  deliveries are not made on weekends or holidays. 

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please note

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hollis and earle is not responsible for lost or missing orders within transit or lost orders once tracking has marked the order as delivered.  we will not file any claims on your behalf for missing or stolen orders.

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sales tax

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sales taxes are based on your order's delivery address.  please note that orders shipped to georgia addresses will incur a 7% sales tax.  sales taxes are based on a total calculation for all of the items in your order including any shipping surcharges for the state of Georgia being consistent with and following Georgia sales tax laws..

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return policy 

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at this time we do not offer refunds or exchanges.

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however, customer satisfaction is our top priority.  we carefully inspect each product prior to shipping.  please note that all our candles are handmade and may vary in appearance and/or may have slight imperfections by nature.  please inspect your order upon its arrival and contact us immediately at hello@hollisandearle.com if an item is damaged or if you receive wrong or missing items, so we can evaluate the issue and make it right. 

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damaged or missing items

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if an item is damaged in shipping or there are missing items from your order, email us immediately at hello@hollisandearle.com within 7 business days of receiving your order.  include your name, order number, description of damage, and any photos you can give of the damage, and we'll take care of it right away!  

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