Frequently Asked Questions

Orders & Shipping

How long does shipping take?

Orders are typically processed within 2–5 business days. Shipping times vary based on your location and the shipping method selected at checkout.

Do you offer local pickup?

Yes! We offer free local pickup at our Fort Mill, SC location. Select "Pick up" at checkout to choose this option.

Do you ship internationally?

We currently ship within the US. International shipping may be available in the future — stay tuned!

Products

How long does a candle burn?

Burn time is approximately 15 minutes. We are currently working on a 30 minute option.

Pre-Orders

What is a pre-order?

Pre-orders allow you to reserve limited or upcoming candles before they're available. Your order will ship once the product is ready. Estimated delivery dates are listed on each pre-order product page.

Can I cancel a pre-order?

Please contact us as soon as possible if you'd like to cancel a pre-order. Reach out via our contact page and we'll do our best to help. Please include your order number in the subject line.

Returns, Cancellations, & Exchanges

Because each Hallow Hearth product is handcrafted in small batches and created for ritual use, all sales are final once an order has entered processing.

Cancellations
Orders may be canceled within 24 hours of purchase. After the 24-hour cancellation window, orders cannot be canceled or refunded.

Returns & Exchanges
Due to the handmade and ritual nature of our products, we do not accept returns or exchanges.

Damaged or Incorrect Orders

My order arrived damaged — what do I do?

If your order arrives damaged or you receive an incorrect item, please contact us within 48 hours of delivery so we can make it right. Photos of the item and packaging may be requested to help us resolve the issue.

What if my package is delayed, lost, or stolen?

Once your order has been shipped, delivery is handled by the shipping carrier. If your package is delayed or appears to be lost, please contact the carrier directly using your tracking information.

Hallow Hearth is not responsible for packages that are lost or stolen after being marked as delivered. However, if you experience an issue with your shipment, please reach out and I’ll do my best to help.

Still have questions?

Reach out to us through our contact page — we're happy to help!