Frequently Asked Questions

Orders & Processing

How long does it take to process my order?
All Branch & Wick Co. pieces are handmade to order. Please allow 3–5 business days for processing before your order ships.

Can I make changes to my order after placing it?
We begin production quickly, so please contact us within 24 hours of placing your order if you need to make any changes. We'll do our best to accommodate you.

Do you accept custom or personalized orders?
Yes! We love working on custom pieces. Please reach out to us before placing your order to discuss your vision and timeline.

Shipping

Where do you ship?
We ship within the United States and internationally. International shipping times vary by destination.

How long does shipping take?
Domestic orders typically arrive within 5–8 business days after processing. You'll receive a tracking number once your order ships.

Are there customs fees for international orders?
International orders may be subject to customs fees and duties depending on your country. These charges are the responsibility of the buyer.

Returns & Refunds

What is your return policy?
We want you to love your order. If you have an issue with your purchase, please contact us within 7 days of delivery and we'll make it right. Because each piece is handmade to order, we are unable to accept returns for change of mind.

My item arrived damaged — what do I do?
Please contact us within 7 days of delivery with photos of the damage and we will resolve it promptly.

Candle Care

How do I care for my candles?
Trim your wick to ¼ inch before each burn. Allow the wax to melt to the edges on the first burn to prevent tunneling. Keep away from drafts, children, and pets. Never leave a burning candle unattended.

How long will my candle burn?
Burn times vary by candle size. Refer to the individual product listing for estimated burn time.

Our Products

Are your pieces truly handmade?
Yes — every single piece is handcrafted individually in small batches. No two pieces are exactly alike, which is what makes each one special.

Will my piece look exactly like the photo?
Because we use natural materials like driftwood, slight variations in color, texture, and finish are natural and expected. These variations are what make your piece one of a kind.

Still have a question?
We'd love to hear from you. Contact us here and we'll get back to you as soon as possible.