CUSTOMER CARE

Shipping & Policies

Returns & Exchanges

All sales are final. We do not offer refunds. Eligible items may be exchanged within 14 days of delivery if they are unused, unburned, unopened where applicable, and returned in their original packaging and condition.

Customers are responsible for return shipping costs for voluntary exchanges. Original shipping charges are non-refundable. We recommend using a trackable shipping method, as ESH & OR is not responsible for return packages lost in transit.

Because our concrete vessels are individually hand-cast, subtle variations in tone, texture, air pockets, and finish are part of the character of the piece and are not considered defects.

Damaged, Defective, or Incorrect Orders

Please contact contact@eshandor.com within 48 hours of delivery with your order information and clear photographs of the product and packaging. If an item is confirmed to be damaged, defective, or incorrect, we will provide an appropriate replacement, exchange, or other remedy as required by applicable law.

Founding Rate Pre-Orders

All orders placed at the Founding Rate are pre-orders. Shipped orders will be sent on or before November 2, 2026. Pickup orders will be available on or before November 2, 2026. Some orders may be fulfilled earlier.

You will receive an email when your order ships or, for pickup orders, when your order is ready. Please wait for that confirmation before arranging pickup.

Shipping

Estimated processing and shipping timelines shown at checkout or elsewhere on our website are estimates unless expressly stated as guaranteed. If we are unable to ship within the time promised — or within the period required by applicable law when no shipping time is stated — we will provide any notice, cancellation option, or refund required by law.

Order Changes & Cancellations

Because orders may begin processing quickly, order changes and cancellations are not guaranteed once an order is submitted. Contact us as soon as possible at contact@eshandor.com.

Terms of Sale

• Prices, product availability, promotions, and Founding Collection pricing may change without notice.
• Product photography is representative. Handmade products may vary slightly from images.
• We may cancel or limit an order in cases of pricing errors, suspected fraud, inventory issues, or other legitimate business reasons. Any payment collected for a cancelled, unshipped order will be returned as required by law.
• Nothing in these terms waives rights or remedies that cannot legally be waived.

Candle & Home Fragrance Safety

Always follow the safety instructions supplied with the product. Never leave a burning candle unattended. Keep candles away from children, pets, drafts, and flammable materials. Trim the wick as directed and discontinue burning when the remaining wax reaches the minimum level stated in the product instructions.

Privacy

We may collect information you provide in connection with purchases, customer service requests, and email sign-ups, such as your name, email address, shipping address, and order details. Payment information is processed by third-party payment providers such as PayPal and is subject to their privacy and security practices. We use customer information to fulfill orders, provide support, communicate about purchases, and, where permitted, send marketing communications.

To ask a privacy question or request assistance with your information, contact contact@eshandor.com.

These policies are intended as general business terms and do not replace rights that apply under federal, state, or other applicable consumer-protection law.