Shipping and Returns
- Shipping Policy
At Hometals, we prioritize client satisfaction by ensuring the swift and reliable delivery of all orders. We understand that the timely arrival of your products is crucial to your brand’s success. For stocked items, we process and ship orders within 48 hours of receiving them. If an item is temporarily out of stock, you’ll receive an email notification to keep you informed.
- Shipping Costs
Shipping costs are determined by the package weight, your location, and the chosen delivery speed. Our rates within the European Union are highly competitive, ensuring value and efficiency for our clients.
1.2. Shipping Carriers and Delivery
Once orders are ready, we partner with leading international logistics providers such as DHL, UPS, and FedEx to ensure safe and secure delivery. Although we aim for prompt delivery, actual delivery times depend on the carriers and are beyond our control once the package leaves our facility.
1.3. Order Pickup
If you prefer to pick up your order directly from our location, please contact us at [geral@hometals.com](mailto:geral@hometals.com) with your order number and purchase date. We will prepare your order for collection within 24 hours.
- Returns Policy
At Hometals, we aim to ensure your satisfaction with every order. If you need to return an item, please note the following guidelines:
2.1. Return Requests
Requests for returns must be made within 14 calendar days of receiving your goods. The items should be in sellable condition, with return shipping covered by the customer.
2.2. Return Approval and Processing
Once our Customer Service team approves your return, the item must reach us within three to four weeks from the original delivery date.
2.3. Refunds and Damaged/Defective Items
– Damaged or Defective: If your item arrives damaged, please send us photos and videos of the damaged item within three days of receiving it. Upon approval, we will refund 100% of the purchase price. Please note, our products are handcrafted, and as such, slight variations or minor imperfections are a natural part of the artisanal process. These characteristics are not considered defects and are not eligible for return or refund.
– Incorrect or Unwanted Items: If you ordered the wrong item or no longer want it, we will refund the full value of the returned product, provided it is still sellable. In this case, the return shipping cost is the responsibility of the customer.
– Packaging and Condition: Items must be returned in the original packaging, or, if unavailable, in secure protective packaging. Returned items that arrive damaged or lost cannot be credited.
2.4. Important Note on Synthetic Fragrance
Certain synthetic fragrances with harsh chemicals may discolour wax. We strongly recommend testing fragranced wax in small quantities before commencing bulk candle filling. We cannot accept returns or offer refunds for the candle containers affected by discoloration due to such fragrances.
At Hometals, we believe that clear communication can resolve any issues. For any questions or assistance, please reach out through our contact details available on our website.