Shipping
Our online store currently only offers shipping within Canada. If you're an international customer, please contact us at hello@ninthhousestudio.com and we'd be happy to work with you to arrange shipping to your destination.

We do our best to ship orders within 3 business days of receiving them. 

We are unable to make changes to addresses on orders that have already shipped.

If your order gets returned to us because you did not input your address correctly, you will be charged a $15 return fee as well as a $10 reship fee regardless of the amount of your order.

As a small business, this covers the costs from our shipping partner to receive your return as well as the cost to reship your order out to you. We do not make any money on these fees.

Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Should your return be approved, a $15 restocking fee will apply, regardless of the cost of the item being returned.

Due to the nature of our products, we do not accept returns or refunds on used candles. To be eligible for a return, your item must be unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@ninthhousestudio.com.  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Customers are responsible for the cost of return shipping. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@ninthhousestudio.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you receive your order and notice that your item(s) have been damaged/broken, please email hello@ninthhousestudio.com within 48hrs of delivery. Please include details on how your order was received (condition of interior/exterior packaging, etc) along with at least one photo of the damaged product.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Final Sale
All gift cards as well as items purchased during clearance, seconds or studio sales are considered final sale and not eligible for return or refund.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too, usually within 3-7 business days of the refund being approved and processed by us.