Frequently Asked Questions
See below the frequently asked questions. In case you can not find the answer you are looking for, please contact us via email or via our live chat (right bottom corner).
Payments
Once we receive and confirm that your order is eligible for return, you will be automatically refunded in the same payment method you used at checkout.
Returns
Yes, we offer a 14-day return policy after you receive your order (exceptions may apply). To be eligible for a return, the products must be unused and in the same condition as received, with the original packaging. The free gifts included in your order must also be returned in the same condition. Note that the all fees for the return must be covered by the customer. Please send an email to info@hiroyidecor.com to initiate your return request.
Shipping
If your order has not been shipped, we can assist you in correcting the shipping address. Please contact us immediately at info@hiroyidecor.com with your order number and the correct address. However, if the order has already shipped, we are not responsible for missing orders sent to incorrect or undeliverable addresses provided by the customer.
In such cases, we advise checking a secondary location, such as a mailroom, community mailbox, front desk, neighbour or safe drop location. If the package is still not found, contact us immediately. Please note that we do not issue replacements or refunds for items marked as "delivered" by postal services or unclaimed due to unpaid customs. Contact us at info@hiroyidecor.com within 15 days from the date the package was marked as "delivered" by your postal service to see if we can obtain more information over the package.
Uncategorized
Yes, we welcome wholesale and bulk orders! Whether you want to stock our candles in your shop or need a large order for a special event, such as weddings, baby showers, party favors, or corporate gifts, please contact us at info@hiroyidecor.com (only EU buyers).
Hiroyi candles are crafted with a focus on decorative appeal. If you decide to light them, please note that the burn time may vary due to the unique shapes and sizes of our designs. The interaction of the flame with the distinct contours of our sculptural candles can result in a more hollow burn compared to traditional jar candles. Unlike jar candles, Sculptural Candles are not housed, and depending on the design, some may drip, creating a captivating wax drip effect. Place candles on a heat proof, leveled surface to catch the wax. Most Pillar Candles will burn whilst remaining intact, however will eventually drip. Sculptural Candles should not be burned down the bottom, leave a 5mm-10mm outer shell.