Gift Set Shipping & Returns

This policy applies to Phoenix Crafted discovery sets, candle-and-wax-melt bundles, candle-care gift sets, curated fragrance boxes, seasonal gift collections and build-your-own gift boxes.

Processing Time

Gift-set processing time depends on the products included, packaging requirements, personalization and seasonal order volume.

Ready-to-ship gift sets generally require less processing time than customized, personalized or build-your-own sets.

The estimated processing time shown on the product page applies before carrier transit time.

You will receive:

  • An order confirmation after checkout
  • A separate shipping confirmation when the package has been transferred to the carrier
  • Tracking information when available

Seasonal Order Deadlines

Holiday and seasonal delivery deadlines will be posted on the website when available.

Order deadlines are estimates, not delivery guarantees. Carrier delays, severe weather, high seasonal volume and address issues can affect delivery.

For the best chance of arrival before a holiday or event:

  • Order as early as possible.
  • Select an available expedited shipping option when appropriate.
  • Confirm the shipping address carefully.
  • Allow additional time for personalized or custom gift sets.

Orders placed after a published seasonal deadline may still be processed, but timely arrival cannot be guaranteed.

Shipping

Available shipping methods and estimated carrier delivery times are displayed at checkout.

Delivery estimates begin after order processing is complete.

Gift sets containing heat-sensitive wax products may receive additional protective packaging during warm weather.

Bring packages containing candles, tealights or wax melts indoors promptly after delivery.

Does the Full Gift Set Ship Together?

Whenever possible, all products in a gift set are packaged and shipped together.

A set may ship separately when:

  • An item requires different packaging
  • An accessory ships from a separate fulfillment location
  • The order contains an oversized or fragile product
  • A personalized item requires additional production time
  • Separate shipping reduces the risk of damage

When an order is divided into multiple shipments, additional tracking information may be provided.

Shipping an order in multiple packages does not mean that additional products were charged separately.

Damaged, Melted or Incorrect Gift Sets

Contact us within 48 hours of delivery if the gift set arrives damaged, severely melted, incomplete or incorrect.

Please include:

  • Your order number
  • The gift-set name
  • A description of the issue
  • Photographs of every affected product
  • Photographs of the gift packaging
  • Photographs of the shipping box and protective packaging
  • A photograph of the shipping label when requested

Keep all products and packaging until the claim has been reviewed.

Returns of Standard Gift Sets

Unused, unopened and noncustom gift sets may be considered for return when requested within 14 days of confirmed delivery.

To qualify, the complete gift set must be:

  • Unused
  • Unopened or in resalable condition
  • Returned with all included products
  • Returned with the original gift packaging
  • Free from damage, fragrance contamination or missing components

Individual products from a bundled gift set cannot normally be returned separately.

If a set was sold at a bundled price, the entire set must be returned unless a partial return is specifically approved.

Scent-Swap Eligibility

Eligible scented products within a standard gift set may qualify for the Phoenix Crafted 14-Day Scent Swap Guarantee.

Candles

  • No more than one burn
  • Wax, vessel and label must remain in good condition
  • The candle may not be heavily used, altered or contaminated

Wax melts

  • No more than one cube, piece or portion may be used
  • The remaining wax must be returned in its original packaging
  • The wax may not be mixed with other fragrances or warmer residue

Tealights and votives

  • No more than one item from the set may be burned
  • The remaining items must be unused
  • Original packaging must be included

Scent-swap eligibility applies only to the scented component being exchanged and does not guarantee replacement of the entire gift set.

The replacement fragrance must be available in the same product type and size. Price differences may apply when changing size, vessel or product format.

Accessories in Gift Sets

Unused accessories may qualify for return only when the full gift set is returned or when a separate return is approved.

Used candle-care tools, wax warmers, lighters or accessories containing wax, soot, fragrance residue or signs of use are not eligible for return.

Customized and Personalized Gift Sets

Customized and personalized gift sets are final sale once production begins unless they arrive damaged or incorrect.

This includes sets with:

  • Custom labels
  • Personalized messages printed directly on products
  • Custom fragrance combinations
  • Customer-selected product assortments prepared to order
  • Custom packaging
  • Corporate or event branding
  • Special-order accessories

Review all personalization details carefully before submitting the order.

Build-Your-Own Gift Boxes

Build-your-own gift boxes are assembled based on the customer’s selected products.

Once the box has entered preparation, changes, cancellations or substitutions may not be possible.

Return eligibility depends on the individual products selected and whether the box includes personalized or made-to-order items.

When eligible, the entire build-your-own box and all original packaging may need to be returned together.

Final-Sale Conditions

The following are generally final sale unless damaged or incorrect:

  • Personalized gift sets
  • Custom gift boxes
  • Custom-labeled products
  • Made-to-order fragrance combinations
  • Corporate or event orders
  • Clearance gift sets
  • Seasonal sets marked final sale
  • Heavily used scented products
  • Opened or used accessories
  • Gift cards

Return Shipping

Customers are responsible for return shipping unless the order arrived damaged, defective, incomplete or incorrect.

Approved returns should be sent using a trackable shipping method and packaged securely.

Phoenix Crafted is not responsible for returns lost or damaged because of inadequate return packaging.

Refunds

Approved refunds are issued to the original payment method after the returned gift set has been received and inspected.

Original shipping charges and packaging upgrades are not refundable unless the order arrived damaged, defective or incorrect.

A deduction may apply when an approved return is incomplete, damaged or missing original packaging.

Order Cancellations

Contact us immediately if an order needs to be canceled.

Cancellation cannot be guaranteed after:

  • Products have been gathered for the set
  • Gift wrapping has begun
  • Personalization has started
  • Custom materials have been ordered
  • The package has shipped

Contact Us

For shipping, returns, damage, scent swaps or gifting questions, email Phoenix@Phoenix-Crafted.com.

Include your order number and gift-set name so we can assist you promptly.