Q&A

1. Shipping & Delivery

Shipping fees & Delivery fees

• The shipping cost is calculated based on the weight of the items.
• worldwide shipping can be ordered via email : ambersegroup@gmail.com  or Line LINE Official Account : @thaliacandle
• Delivery is only available on business days, Monday to Saturday (excluding Sundays and public holidays). Cut-off time is 8:00 AM.
• Got it, your products are primarily shipped using Nim Express.
• If you have any questions, please contact our Customer Service via LINE Official Account @thaliacandle during business hours (Monday to Saturday, excluding public holidays), from 9:00 AM to 5:30 PM. Please provide your order number every time you contact us.

2. Return & Exchange

• Items for exchange/return must be in perfect condition, without any damage or breakage, and must not have been used or the packaging opened.
• Promotional items, products with discounts, items ordered incorrectly in terms of model or scent, and products purchased from sources other than our company as the distributor are not eligible for exchange/return under any circumstances. We reserve the right to deny exchanges/returns for such items.
• If there are delivery mistakes, product issues, or damage during transport, you can request an exchange or return by contacting us through various channels and providing details of the product and the order number within 7 days of receiving the item.

– Contact us :  Email : ambersegroup@gmail.com, LINE Official Account : @thaliacandle, Tel : 082-662-6414

• The company will conduct an investigation and respond to you within 3-5 business days. In the meantime, you are required to send the problematic products back to the company and ship them to the company’s address.
• In the case of product returns, the company will process the refund to you via bank transfer, including the value of the products you purchased and the shipping cost for returning them to the company. This will be done after receiving the returned products from you.
• In the case of product exchanges, the company will process the exchange for you at the same price or a higher price only. If the new product’s price is higher, you will need to pay the price difference via bank transfer to the company’s bank account.

**The company reserves the right to change or modify any terms and conditions without prior notice. The decisions made by the company are final.

3. Damaged or Faulty

• The company will conduct an investigation and respond to you within 3-5 business days. Please send photos, videos, and the order number of the damaged item through various channels immediately upon receiving the product.
• Contact us :  Email : ambersegroup@gmail.com, LINE Official Account : @thaliacandle, Tel : 082-662-6414

4. Requesting a tax invoice.

• Customers can request a tax invoice immediately after placing an order, but the request must be made on the same day of the order (cut-off time is 8 AM). The company reserves the right to refuse issuing tax invoices retroactively if the products have already been shipped.
• The company reserves the right to refuse issuing tax invoices retroactively if the products have already been shipped.
• Tax invoices will be attached to the products delivered to customers.
• Please provide complete information for issuing a tax invoice, including: Company name, Tax ID number, Name and surname, Phone number.

5. Tracking Order number

• You can check the delivery status in the “Order Information” section on the website.

6. The delivery time.

• The company delivers from Monday to Saturday, with a cut-off time at 8 AM (excluding Sundays and public holidays). The delivery time may vary from 2 to 5 business days depending on the area.

7. Domestic shipping prices.

• Shipping costs vary depending on the area. You can inquire further through various channels.

8. International shipping.

• For ordering products from overseas : Contact us :  Email : ambersegroup@gmail.com, LINE Official Account : @thaliacandle, Tel : 082-662-6414