payment methods
Sydney Hale Co. accepts Visa, Mastercard, Discover, American Express & Pay Pal. Our site uses SSL encryption to keep your information secure and private. All prices are in US Dollars.
processing
All orders are processed + shipped within 2-3 business days from our studio in Richmond, VA. During sales and higher volume times of year this processing time may increase to 4-5 business days.
To ensure we are able to process your order, please triple check and make sure you provide the correct shipping address. If it has an apartment or unit # that MUST be included. We will not process orders that our system flags as an incorrect address. If our system flags an address as incorrect or missing a unit #, we will attempt to reach out to you for an address correction 2 times. If we do not receive an email back within 24 hours of our 2nd attempt to reach you about the address in question, we will cancel your order and issue a refund. At that point you are welcome to place a new order with the accurate address at any time.
End Of Year HOLIDAY CLOSURE - affecting order processing: We observe many holidays through out the year but most will not affect our commitment to get your order processed and out the door within our 2-3 business day window. However, we do have an end of the year full studio closure, which we post on our website, where we allow orders to be placed but do not process them or respond to customer emails until our return. Exact dates of the studio closure are posted on our site but it is generally Dec. 22 - Jan. 2, or something close, each year.
shipping
All packages are shipped by UPS Ground, UPS SurePost or USPS Priority Mail depending on your order volume & address. In addition to our processing times, transit times vary from 2-7 business days (east to west coast). Carrier transit times may also increase during high volume times of year or during extreme weather conditions anywhere in the country.
We do not offer expedited, express or overnight shipping so please plan ahead when ordering for a gift or event. Taking into consideration normal vs high volume times of year, if you decide to cut it close for a specific desired delivery time, you are doing so at your own risk and we will not accept a return of items that don’t arrive to you by your desired date.
REMINDER: Please double-check that your shipping information is correct at checkout to avoid delays or products not arriving at the intended destination.
order corrections
If there is an address correction or change you need to make in your order, reach out to us immediately. We will make every attempt to correct it before it is processed and shipped. We are not responsible for orders that are shipped to an address that was entered incorrectly during checkout once it has left our facility.
gift orders
Thank you for gifting our products! Please indicate this by leaving a gift note during checkout. We will include your gift note and leave out the packing slip in the parcel. Don’t forget to leave your name in the note to the person you are gifting to. We copy the notes verbatim so if you omit your name from the note, the recipient may not know who it is from.
international shipping
We do not offer international shipping.
contacting us
We do not have a direct phone line so please begin by emailing us at info@sydneyhaleco.com and we can help you with your order. If we are not able to help you via email, we will move our assistance to a phone channel at that time.
RETURNS
With the handmade nature of our entire product line, when ordering from our site, all sales are final. We do not offer returns or exchanges on the basis of product scent preference or fragrance throw expectations.
damages, mis-ships or product issues
We are absolutely here to lend a helping hand for these issues! We will ship replacements or issue refunds if an item was shipped incorrectly to you, arrived damaged or if you're experiencing a performance issue (note: performance issues are not related to scent expectations or sensitivities but in the product not preforming the way we intend when we made and sold it- ie. pump malfunction, not burning properly in relation to an underlying wax crack etc.). We will not provide a replacement or refund for a product that was damaged while in your care or that has any performance issues due to customer neglect of the proper product care instructions.
To help us begin processing your replacement or refund based on the acceptable criteria above, send an email to info@sydneyhaleco.com with the following information:
- Order number
- Your Name and address
- Description of damage(s), incorrect items or product issue
- Picture(s) of the above. We require pictures for filing damage claims but also request a picture for the reasons not related to damages in order to process your claim and improve our processes to reduce issues.
Upon receipt of your email we will assess and provide further instructions with in 2-3 business days.
WHOLESALE
We love working with brick and mortars across the USA and Canada. We are a small operation and are limited in the number of stores we can work with but we would love to hear from you to see if it is a good fit! If you are interested in retailing our products please contact us at wholesale@sydneyhaleco.com with information about your store and location and we will review and get back to you within 7 business days.
