Delivery and returns

This is an English translation provided for convenience only. Only the Ukrainian original is legally binding; in case of any discrepancy, the Ukrainian version prevails.

Version of 9 October 2026. This page forms part of the Public offer and applies to all DubCandle websites.

Delivery

Where: within Ukraine only.
How: Nova Poshta (branch or parcel locker) or Ukrposhta (branch) — the Buyer chooses when ordering.
Cost: the delivery cost is shown on the Website before payment and is paid together with the order.
When: production time depends on the order. Standard products in stock (for example, the poop-shaped candle) are shipped on the day of the order if it is placed and paid for by 12:00, otherwise the next day; made-to-order items — within a day of being made. After that, the carrier's delivery time applies.
Tracking number: we email it to the Buyer as soon as the parcel ships; it also appears on the order status page.

Anonymity

DubCandle studio is named as the sender on the waybill. We do not tell the Recipient the Buyer's name, phone number or email. The Recipient collects the parcel using their own phone number and ID, under the carrier's rules.

Uncollected parcel

The parcel is anonymous, and the Recipient may not collect it. We recommend letting the Recipient know a parcel is waiting for them — but it's not required.

If the parcel is not collected within the carrier's storage period, it is disposed of — it doesn't come back to the studio. In that case, and also if it cannot be delivered because of incorrect Recipient details, the order is deemed fulfilled: no refund, no resending. The Buyer confirms this condition with a tick box when placing the order.

Changing details and cancelling

You can change the Recipient's details or branch before the parcel ships — message us on Telegram @dubcandle.
You can cancel an order with a full refund until the candle has been made (status “Paid” on the status page).
If the order has not been paid yet (payment after we contact you), you can cancel it at no cost — just message us.

Returning a product of proper quality

The Buyer has the right to withdraw from a product bought at a distance within 14 days of receiving it, in accordance with Ukrainian consumer protection law, provided that:

the candle has not been lit or used;
the whole parcel is returned: the candle, the packaging, the note, and for the kit also the stick and the instructions;
the product's original condition is preserved.

Candles made to an individual (custom) order cannot be returned or exchanged as products of proper quality.

To return a product, email us with your order number (“Object No.”) and we'll send you the return address. The Buyer pays for return shipping. We refund the product price within 14 days of receiving the return, using the original payment method or to the Buyer's card or IBAN.

Defects and damage in transit

Candles are poured by hand, so minor differences in shape, colour and texture from the photos on the Website are not a defect.

If the candle arrives damaged (broken, cracked, deformed) or has a manufacturing defect:

Recipient — if possible, inspect the parcel at the branch and, if it is damaged, file a report with the carrier's staff.
Write to us within 3 days of receiving it: order number, photos of the candle and packaging, and the carrier's report if there is one.
We will review the request and offer a solution — a replacement candle or a refund.

The consumer's rights in case of a product of improper quality are governed by Ukrainian consumer protection law.

Custom orders

Lead times, delivery cost, prepayment and acceptance of custom candles are agreed separately before work begins. Once the 3D model is approved, the custom item is made to an individual order and cannot be returned as a product of proper quality. We fix or remake manufacturing defects.