Order Processing Time

Candela y Raíz is a small, family-owned business dedicated to carefully crafting and fulfilling your order. Due to the handmade nature of our items and current demand, please allow 3–7 business days for processing before your order ships.

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While we strive to meet these timelines, they are estimates—not guarantees. Delivery time depends on the carrier, and once your package has been scanned by the postal service, Candela y Raíz has no control over transit delays. We are not responsible for shipping delays, re-routes, or failed deliveries caused by the carrier.

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Returns

Because our pieces are handmade to order, we generally do not accept returns. Each item is custom-crafted by skilled artisans, making returns difficult to accommodate.

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That said, we understand unique situations can arise. If you believe a return may be necessary, please contact us at orders@candelayraiz.com to discuss your case.

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If a return is approved, the customer is responsible for return shipping costs. We strongly recommend using a trackable shipping service and retaining proof of postage, as we cannot be held responsible for items lost in transit.

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Sale Items & Gift Cards

All sale items and gift cards are final sale and cannot be returned or refunded.

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Lost or Damaged Items During Transit

We package each order with care, but on rare occasions, items may arrive damaged or be lost during transit. 

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Candela y Raíz is not responsible for products that are damaged or lost during transit. If your order arrives damaged, we kindly ask that you contact the shipping carrier directly to file a claim.

To assist with the process, please be sure to retain all original packaging materials and the damaged items before filing your claim.

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Handmade Nature of Our Products

Please note that slight variations in color, texture, or size may occur due to the artisanal, handmade process. These small differences are part of the uniqueness of each piece and are not considered defects. Minor scuffs or marks from handling in transit also do not qualify as damage for a refund.

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International Orders: Customs and Import Taxes

Buyers are responsible for any customs duties or import taxes that may apply. Candela y Raíz is not responsible for delays caused by customs processing.

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Exchanges

Due to the made-to-order nature of our work, exchanges are generally not accepted. However, if you have a concern about your order, please email orders@candelayraiz.com. We’ll review your request and work toward a fair solution on a case-by-case basis.

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For additional questions, contact us at orders@candelayraiz.com.