Terms and conditions

The ground rules so your purchase is clear and free of surprises.

Orders

Orders are placed on this site: you choose your products, set color, scent and message, and pay online. Once payment is confirmed you receive an email with your order summary. Event and bulk orders are quoted individually and confirmed on WhatsApp before production begins.

Prices and payments

Prices are expressed in Colombian pesos (COP) and include applicable taxes. They may change without notice, but the price that applies to your purchase is the one you saw at checkout. Payments are processed securely through Wompi; Soul Candles does not store your card details.

Artisan production

Our pieces are handmade in soy wax. Due to their handcrafted nature, subtle variations in color, texture or finish may exist between units; this is part of their character and does not constitute a defect.

Shipping and delivery

We ship throughout Colombia. Shipping: $13.500 COP in Medellín and $22.500 COP elsewhere in Colombia. Free in Medellín on orders over $100.000 COP and to other cities on orders over $180.000 COP. Delivery time depends on quantity, personalization and destination city, and we confirm it when we receive your order. We are not responsible for delays attributable to courier companies or incorrect shipping details.

Exchanges, returns and right of withdrawal

Products made to your specifications (color, scent, message or special arrangement) are produced exclusively for you, so the right of withdrawal does not apply, in accordance with Article 47 of Law 1480 of 2011. If your order arrives damaged or with a manufacturing defect, write to us within 48 hours of delivery, with photos, so we can make it right: a replacement product or a refund.

Warranty

We stand behind the quality of our products in accordance with the Consumer Statute. To make a warranty claim, contact us on WhatsApp or through the contact page with your order number.