Shipping & Returns

Dispatch

Every piece is made by hand in our studio in Midrand, Johannesburg, so it needs a little time before it leaves us. Once your payment comes through:

• Candles are dispatched within 1-2 business days.
• Homeware and vessel candles (candles poured into our hand-cast vessels) are dispatched within 2-3 business days.

If your order has both, we send it all together, within 2-3 business days. Custom and bulk orders take longer, and we confirm the date with you before you pay.

Shipping

We courier across South Africa with The Courier Guy. After dispatch, Gauteng deliveries arrive in 1-2 business days and the rest of South Africa in 3-5 business days. Delivery is free on orders over R550. Below that, it is R60 to a Courier Guy locker or R90 to your door.

International shipping is not yet available.

Collection in Midrand

You are welcome to collect your order from us in Midrand at no charge. Choose "Collect in Midrand" at checkout, and we will message you as soon as your order is ready.

Returns

Changed your mind

You can return unused pieces within 14 days of delivery. Candles must be unlit, and every piece must be in its original packaging with no signs of wear.

You pay the courier cost to send a return back to us. Once it arrives and we have checked it, we refund you to your original payment method within 5 business days.

Your 7-day cooling-off right

Under section 44 of the Electronic Communications and Transactions Act, you may cancel an online order without giving a reason within 7 days of receiving the goods. The only cost to you is the direct cost of sending the goods back. This does not apply to custom or personalised pieces.

Custom and personalised pieces

Custom and personalised pieces are made to your own specifications. This covers custom colours, personalised labels, and bespoke designs, including bulk orders made to your own specifications.

If you change your mind before we start making your order, contact us and we will refund you in full. If we have already started making it, we will refund what you paid, less a small handling fee. Once your order is finished and with you, it cannot be returned or refunded unless it is faulty.

Damaged or faulty pieces

If a piece arrives damaged or is faulty, we cover the courier cost both ways, and we will repair, replace or refund it, whichever you prefer. If something arrives damaged, please tell us within 7 days of delivery and send photos, so we can sort it out quickly. Faults that show up later are covered too: under the Consumer Protection Act you can return faulty goods within six months of delivery.

Because our candles and hand-cast eco resin homeware are made by hand in small batches, slight differences in tone, texture, and finish are natural and are not faults.

How to start a return

Contact us through the contact form, at hello@eluvane.co.za, or on WhatsApp at +27 63 988 7049, with your order number. We will reply with the return address and next steps.