Policies
At Paper & Wick, every piece is thoughtfully selected, handcrafted or prepared with care, and carefully packed before it makes its way to you. Please read the following policies before placing your order.
1. Order Processing & Dispatch
Most Paper & Wick products are carefully prepared and packed after an order is placed.
- Ready-to-ship & non-personalised products: Dispatched within 2–3 working days.
- Personalised products: Dispatched within 4–6 working days.
- Made-to-order / customised products: May require 5–7 working days, depending on the product and quantity.
This applies across our collections, including Candles, Wax Tablets, Fragrance Candles, Money Envelopes, Gift Tags, Bookmarks, P&W Signature and Home & Living.
During festive seasons, wedding season and periods of high order volume, processing may take an additional 2–3 working days.
2. Delivery Timeline
Once your order has been dispatched, estimated delivery within India is:
- Delhi NCR: 1–3 working days
- Metro cities: 2–5 working days
- Rest of India: 3–7 working days
These are estimated timelines and may vary depending on the destination, courier partner, weather, public holidays or other circumstances beyond our control.
For orders required by a specific date, especially wedding and festive orders, we recommend placing your order well in advance.
3. Shipping Charges
Shipping charges, if applicable, will be displayed at checkout before your order is confirmed.
Shipping charges may vary depending on the order value, weight, dimensions and delivery location.
Any applicable shipping offers or free-shipping thresholds will be clearly mentioned on the website.
4. Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation along with the tracking details, wherever tracking is available.
Please allow some time for the tracking information to become active after dispatch.
5. Address Changes
Please ensure that your delivery address, contact number and other order details are correct before completing your purchase.
If you need to make a change to your address, please contact us as soon as possible.
Once an order has been dispatched, we may not be able to change the delivery address.
Additional shipping charges arising from an incorrect or incomplete address may be borne by the customer.
6. Delays & Undelivered Orders
While we work closely with our courier partners to ensure timely delivery, Paper & Wick cannot be held responsible for delays caused by courier services, weather conditions, public holidays, strikes, natural events or other circumstances beyond our control.
If a shipment is returned to us because of an incorrect address, unsuccessful delivery attempts or refusal to accept the package, re-shipping charges may apply.
7. Damaged, Defective or Incorrect Items
Every order is carefully inspected and securely packed before dispatch.
If your order arrives damaged, defective or contains an incorrect item, please contact us within 48 hours of delivery.
Please share:
- Your order number
- Clear photographs of the outer packaging
- Clear photographs/videos of the product and damage
This will help us assess the issue and provide the appropriate resolution.
For fragile products such as candles, please retain the original packaging until the issue has been resolved.
8. Returns & Exchanges
As many of our products are handcrafted, made-to-order or personalised, we generally do not accept returns or exchanges for change of mind, incorrect product selection or personalised items.
This includes personalised money envelopes, gifting stationery and customised products.
However, if you receive a product that is damaged, defective or incorrect, please contact us within 48 hours of delivery and we will be happy to review the issue.
For eligible ready-to-ship Home & Living products, returns or exchanges may be considered at our discretion, subject to the product being unused, undamaged and in its original packaging.
9. Personalised & Customised Orders
Please carefully check all names, spellings, dates, initials and other details entered for personalised products before placing your order.
Personalised products cannot be cancelled, returned or exchanged once production has begun due to an error in the details provided by the customer.
We may contact you for confirmation if clarification is required before production.
10. Order Cancellation
Orders may be cancelled only before processing or production has begun.
Once a personalised, customised or made-to-order product has entered production, cancellation may not be possible.
For cancellation requests, please contact us as soon as possible with your order number.
11. Product Variations
Many Paper & Wick products are handcrafted and may have slight variations in colour, texture, finish, fragrance and appearance.
For candles, handmade paper products and selected Home & Living pieces, these subtle variations are a natural part of the handmade process and make each piece unique.
Product colours may also appear slightly different depending on your screen settings and lighting.
12. Contact Us
For any questions regarding your order, shipping, returns or the policies above, please contact us through the details provided on our Contact Us page.
We are always happy to help make your Paper & Wick experience as seamless as possible.