At Nā Pali, we take great care in packaging your candles to help ensure they arrive in perfect condition. However, issues can occasionally occur during transit. If your order arrives damaged or you receive incorrect items, please follow the steps below so we can resolve the matter as quickly as possible.
Reporting an Issue
Please contact us as soon as possible after delivery if your order arrives damaged or contains incorrect items. To help us assess the issue, email info@napali.co.uk with the following information:
- Order Details: Your full name and order reference number.
- Description: A clear description of the damage or the items received incorrectly.
- Evidence: Photographs of the affected candles, their packaging and the shipping label.
Resolutions & Replacements
Once we have reviewed your claim, we will work with you to find an appropriate solution. Depending on the circumstances, this may include:
- A replacement for the damaged or incorrect items, subject to availability.
- A refund for the affected products, where appropriate.
- Another suitable resolution agreed with our team.
Important: Handling Damaged Candles
If a candle arrives with broken glass, a cracked container or other damage, handle it carefully and do not use it. Please keep the product and its packaging until we have advised you on the next steps, as photographs or a courier inspection may be required.