Cancelation and Returns
Damaged and faulty items
We want all our customers to receive high quality products. If there is something wrong with the delivered product or if your delivery is not identical with your order (wrong product or a product is missing), please contact us. Please provide as many details as possible and do not forget to mention your order number. If your claim is justified we will of course pay your shipping costs for returning the item to us. Please provide us with documentation for your costs. The items are your responsibility until they reach our warehouse. Please make sure that you pack the return securely to avoid (further) damage to the products or boxes. Please keep receipts and tracking codes for returning the items. These receipts could become important as proof.
Made-to-order products like for example our lamps cannot be cancelled or returned. Once payment has been made for made-to-order products, the order and payment are legally binding, and the order cannot be cancelled for a refund. The made-to-order products are specially made according to your specifications and will be produced on demand.
When ordering made-to-order products, you accept that the payment for the order will be withdrawn directly after your order is received. This is done so the production of the product can be started immediately.
If you order from an EU member state or Switzerland, you may change your mind within 14 days of receiving your non-consumable stock items. You have to notify us before the 14 days if you want to return your order. Please contact us via the contact form, if you want to return a product.
If we accept your return order as valid and the product can be re-sold as new, we will give you a full refund of the purchase price, including the original shipping charges for the items that you return to us. But we do not cover the return shipping cost. The refund will be paid back to the credit card (or method of payment) used to pay for the order within 21 days of receiving the notification of your wish to return the order. However, the refund will not be paid before we have received the items at our warehouse.
Candles which have been lightened or Mikado scent sticks opened, cannot be returned.
All return products will need to go to the following address:
Streiff & Helmold GmbH
Logistik & Versand / Retouren
Lager Carl Henkel
Please also note the following points:
- The merchandise should not be returned without postage
- A copy of the invoice with a note stating the reason for which you are returning which item
- Make sure that the goods are returned unused and, if possible, in their original, undamaged packaging