Shipping, returns & privacy

Shipping & delivery

When your order leaves our studio

• Candles from the collection ship within 2–4 working days of payment.
• Personalised candles ship within 5–7 working days after you approve your label proof.
• For bulk orders (25 candles or more) we'll confirm the timeline with you on WhatsApp before you pay.

Within India

• Free delivery anywhere in India on orders above ₹1,500.
• For smaller orders we'll tell you the delivery charge on WhatsApp before you pay.
• Delivery usually takes 3–7 working days after dispatch.

International

• We ship worldwide. Shipping is charged by destination, and we'll send you a quote on WhatsApp before you pay.
• Delivery usually takes 7–21 working days after dispatch.
• Import duties, taxes and customs fees charged by your country are paid by you on delivery and aren't included in our prices or shipping quote.

Delivery times are estimates: once your parcel is with the courier, timing is in their hands. We'll share tracking details on WhatsApp as soon as your order ships.

Payment

• Orders are placed on WhatsApp. The website doesn't take payments.
• Once we've confirmed your order and the final total, we ask for full payment upfront, before we pour or ship anything.
• In India we accept UPI. International customers can pay by PayPal or Wise.
• Prices on the website are in Indian rupees. Prices shown in other currencies are converted estimates; the amount you pay is confirmed in the chat.

Cancellations

You can cancel for a full refund until we start making your order: that is, before your candles are poured or, for personalised orders, before you approve the label proof. After that, orders can't be cancelled.

To cancel, message us on WhatsApp or email hello@roohalma.com.

Returns & damaged items

Change of mind

Because scent is personal and candles can't be resold once they've left us, we don't accept returns or exchanges for change of mind. If you're unsure which scent to choose, message us before ordering and we'll happily help.

Arrived broken or damaged?

Glass and wax can occasionally be damaged in transit. If that happens:

1. Tell us within 48 hours of delivery on WhatsApp or by email.
2. Send photos of the damaged candle and the packaging (an unboxing video helps too).
3. We'll send you a free replacement or refund that item.

Refunds go back to the original payment method. Please keep the packaging until we've sorted it out.

Personalised orders

• Before printing, we send you a label proof on WhatsApp. Please check names and spelling carefully: we print exactly what you approve.
• For logos, please send the original image file in the chat. Logos with a transparent or white background print best.
• Make sure you have the right to use any logo or image you send us.
• Personalised candles can't be returned or exchanged, except if they arrive damaged (see above).

Privacy

What this website stores

• The website has no accounts and no sign-up, and doesn't use tracking or advertising cookies.
• Your cart and chosen currency are saved only in your own browser so they're still there when you come back. Clearing your browser data removes them.
• If you preview a logo on a candle, the image stays on your device. It isn't uploaded to us or anyone else.
• To show the page, your browser loads fonts from Google Fonts and an animation library from cdnjs (Cloudflare). Those services receive standard technical information such as your IP address, under their own privacy policies.

When you order or message us

• Orders and questions happen on WhatsApp or email. We receive what you share there, such as your name, phone number, delivery address and email.
• We use these details only to make and deliver your order and to talk to you about it. We share your name, address and phone number with the courier so they can deliver your parcel.
• We never sell your details, and we only send you marketing messages if you ask us to.
• Payments are handled by your UPI app, PayPal or Wise. We don't see or store your card or bank login details.
• WhatsApp and your payment provider handle your information under their own privacy policies.

Your choices

You can ask us what information we hold about you, or ask us to correct or delete it, by emailing hello@roohalma.com. We may need to keep basic order records for tax and accounting.

Candle safety

• Never leave a burning candle unattended, and keep it away from children, pets, curtains and anything that can catch fire.
• Burn on a heat-resistant surface, away from drafts.
• Trim the wick to about 5 mm before each burn, and stop when about 1 cm of wax is left.
• Glass jars get hot while burning: let the candle cool before moving it.