Frequently Asked Questions
What kind of ingredients does Moirai Craft use?
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Moirai Craft is committed to providing you with candles that not only brighten your home but also promote a healthier lifestyle. Our signature beeswax candles are crafted from 100% pure beeswax, known for its remarkable air-purifying properties. Our scented candles are free from harmful chemicals, such as parabens and phthalates. To complement our high-quality wax, we use wooden wicks, cotton wicks and vegetable dye. Each candle has a clear list of ingredients so you know what you are breathing in.
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​How do I care for my candle?
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Each order comes with candle care instructions. Click here for best practices and more information.
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Do you offer custom services?
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Not at this time.
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Do you offer wholesale orders?
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Not at this time.
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My candle might be defective.
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Sorry your candle is not working as expected. Please email a clear video of what is exactly going on. Once determined that the candle is defective you will either get a refund or a new candle. Depending on your request. contact
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My candle arrived damaged.
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Please email a clear video of what is exactly going on. contact​​​​​​​​​​​​
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Orders
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How do I get assistance with my online order?
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Please contact customer service via email contact. From Monday to Friday: 9am - 6pm (Pacific Daylight Time)
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How do I receive my order summary?
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Once you have submitted and paid for your order. You should automatically receive your electronic invoice via email.
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How do I change my information after I submitted my order?
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Please contact our Customer Service department as soon as possible via email contact. From Monday to Friday: 9am - 6pm (Pacific Daylight Time)
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I placed my order but have not received the order summary.
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You may experience a few minutes delay after you have placed your order and before you receive the order summary. You should also check your "Spam" inbox, as the email may have been delivered there depending on your email settings. If you still have not received an email, please contact Customer Service via email contact. From Monday to Friday: 9am - 6pm (Pacific Daylight Time)
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Customs and import taxes
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Buyers are responsible for any customs and import taxes that may apply. Moirai Craft is not responsible for delays due to customs.
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Gifting
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Can my order be gift wrapped?
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Not at this time. But we are working hard to give you this option in the future.
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Do you sell gift cards?
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Not at this time. But we are working hard to give you this option in the future.
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Delivery
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How long will delivery take?
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All orders are shipped from Vancouver, BC. Delivery time is based on your location.
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How do I track my order?
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All parcels are sent through Canada Post. It can take up to 24 hours before we mail out your order. You will immediately receive a tracking number via email. Be sure to check your junk/spam folder as well. If you never received a tracking number please contact customer service via email contact. From Monday to Friday: 9am - 6pm (Pacific Daylight Time).
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Could you deliver to a PO BOX address?
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All parcels are sent through Canada Post. Canada Post will deliver to all rural PO BOX addresses within Canada and PO BOX addresses located within Canada Post locations.
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Is a signature required for delivery of my order?
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No. Signature is not required upon delivery.
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Payment
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Which means of payment are accepted by Moirai Craft?
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Payments via MasterCard®, Visa®, and Apple Pay® are accepted.
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Please enter your credit card or charge card number, its expiry date and its card verification number (usually a 3 or 4 digit number on the back of the card) on the relevant page.
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Do you accept international credit cards?
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We accept international credit cards; however, when placing your order, you must enter the international billing address that is linked to your credit card.
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What is the security code on my payment card?
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The security code is the unique code made up of 3 or 4 digits secures remote sale transactions.
This code can be found:
- on the back or front of your credit card.
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Is my payment secure?
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All the transactions made on the Moirai Craft website are secure.
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Returns & Exchanges
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How do I return or exchange an item?
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Don’t love it. No worries. We will take it back provided that the candle has not yet been burned. The candle must be placed back into its original packaging with no damage. Please be advised that buyers are responsible for return postage costs. Once we have received your order back we will inspect it and send you a refund or exchange it. Depending on your request.
When will I receive my refund?
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Your refund might take up to 7 business days to be applied back to your Visa, Mastercard etc.
Gift Returns & Exchanges
If I give a gift to someone, can that person exchange it for something else?
Only an exchange for a product of an equivalent or superior value is possible (the difference in price must be paid by you or the gift recipient).
If I give a gift to someone, can that person return their gift and ask for a full refund?
No. Only the original purchaser can ask to return the item and ask for a full refund. The refund will be credited to the original Visa, Mastercard etc.
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Terms & Conditions
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This Website, and this Agreement, is provided in the official language of Canada: English
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Moirai Craft reserves the right to change at any time and without any previous notice the items proposed on the Moirai Craft website.
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For every order you make on this Website, you must provide complete and accurate information that is required. The information requested shall include: first name, last name, phone number, e-mail address, delivery and invoicing address.
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The prices of Moirai Craft products are indicated in Canadian currency.
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Moirai Craft reserves the right to modify the prices of products offered on this Website at any time and without prior notice to you. You will be charged the prices displayed on this Website at the time your order is placed provided the goods ordered were available at this time.
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When you have completed your order, your order will be transmitted to Moirai Craft Canada for processing. You may only modify or cancel your order by contacting the Customer Service Department via email contact.
Not all orders may be accepted, and Moirai Craft Canada reserves the right, in its absolute discretion, to decline or refuse any orders. Moirai Craft Canada, reserves the right to cancel any order placed by a customer with whom it has a dispute concerning a prior order, or if Moirai Craft Canada has reasonable cause to suspect that such customer has violated these Terms and Conditions, or is engaged in any fraudulent activity or for any other legitimate cause.
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Your charge card or credit card will only be debited when your order is processed and shipped.
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For each order to purchase products on this Website, you will receive an order summary. The acknowledgement of receipt shall mention the description of the products selected, the quantity, the price and the shipping cost. You can create an account in order to save your invoicing and delivery information for future orders. You will be asked to create your own password for subsequent use of the account. At your own risk, you agree to secure and protect your login information confidential and never communicate it to third parties. Accordingly, you agree that any purchase made using your login information shall be deemed to be done by you as the owner of the login information. If your password is lost, stolen or used fraudulently, you must inform Moirai Craft Canada immediately. You may deactivate your account on this Website by sending an e-mail to Moirai Craft Canada's Customer Service Department via email contact at any time. After deactivating your account, you are free to create a new account at your convenience.
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Personal Information Protection Policy
At Moirai Craft, we are committed to providing our customers with exceptional service. As providing this service involves the collection, use and disclosure of some personal information about our customers protecting their personal information is one of our highest priorities.
While we have always respected our customers privacy and safeguarded their personal information, we have strengthened our commitment to protecting personal information as a result of British Columbia’s Personal Information Protection Act (PIPA). PIPA, which came into effect on January 1, 2004, sets out the ground rules for how B.C. businesses and not-for-profit organizations may collect, use and disclose personal information.
We will inform our customers of why and how we collect, use and disclose their personal information, obtain their consent where required, and only handle their personal information in a manner that a reasonable person would consider appropriate in the circumstances.
This Personal Information Protection Policy, in compliance with PIPA, outlines the principles and practices we will follow in protecting clients’, customers’, members’ personal information. Our privacy commitment includes ensuring the accuracy, confidentiality, and security of our clients’, customers’, members’ personal information and allowing our clients, customers, members to request access to, and correction of, their personal information.
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