Thank you for shopping with Kromara

Orders can be made online or by contacting Kromara Customer Service Department at (888) KRO-MARA or (888) 576-6272 Monday through Friday 9:00 a.m. to 4:00 p.m. EST and we would be happy to assist with your order or any inquiries. If we are on another line with a customer, please be sure to leave a message and provide a callback number.

You can also email us via [email protected] to place an order (please do not include any payment information):

  • Let us know what you would like to order.
  • We will return your call directly for payment information.
  • We will then place your order and provide shipping information.

Payment Options

Kromara.com accepts the following forms of payment:

  • Apple Pay
  • MasterCard
  • Visa
  • Discover
  • American Express
  • PayPal
  • Google Pay

Kromara.com does not accept personal checks or purchase orders.

Online Authorization Process

When an order is placed, Kromara, LLC authorizes your credit card to make sure sufficient funds are available and charges/processes payment at the time of the order and prior to shipment.

Returns & Refunds

For orders placed through our website please email [email protected] to report any damaged product, defectives or incorrect merchandise and please include detailed photos of product or shipment concerns, including box if damaged within 30 days of receipt. Return of damaged products is not necessary unless we specifically ask for that the products be returned. Refunds may take up to 24 to 48 hours depending on the bank/credit card company.

If receiving wrong merchandise, Kromara will either refund or ship the correct merchandise directly.

You may request to or return a purchase within 30 days of the receipt of the product – we only accept the return of unused products.

What can be refunded?

Any unused Kromara branded candle can be returned. We will gladly accept any unused Kromara brand product item-for-item. You may request to return a purchase within 30 days of the receipt of the product.

Exchanges

There are no online exchanges. When returning an unused product for “exchange” purchased online, a refund will be processed, and customer is able to place a new order at their convenience for desired item (s). If items are returned within 30 days of purchase, a refund will be processed. If returned after 30 days, an online store credit will be issued.

When do items need to be returned by?

Unused Products must be returned within 30 days of original purchase date. If received as a gift, within 30 days of receipt. Refunds will be processed for purchases less shipping costs for online orders. Return of gift items without a receipt, will be provided an online store credit.

Return shipping costs are the sole responsibility of the customer unless the item was shipped in error. Kromara Candle will ship correct merchandise at no cost to customer.

Where do items need to be returned to?

Please pack your items properly (returned in original packaging if possible) and send to Kromara Returns, 7200 Northfield Road, Walton Hills, OH 44146. Or you may call (888) 576-6272.  

Can you refund/credit my account for returns?

Yes, absolutely, we will refund/credit your account for purchases less shipping costs for online orders and include tax if applies. Refunds may take up to 24 to 48 hours after processing depending on your bank or credit card company.

Refunds – Damaged products (Broken/Melted)

A refund will be processed for products that were damaged (broken or melted) while en route to the shipping destination.  Please email [email protected] to report any damages and include photos of damaged products/shipment, including box if damaged. Return of damaged product (s) is not necessary. Refunds may take up to 24 to 48 hours depending on the bank/credit card company.

Refunds – Promotional Items

We may offer weekly/monthly/daily promotions, which are not valid on past purchases or previously shipped orders, no rainchecks or substitutions. We regret that price adjustments cannot be made on previously purchased or shipped orders. Promotions cannot be combined with other coupons, discounts or offers.

Out of stock items

We apologize if any items go out of stock and will process refunds for those items. In some cases, we will substitute and/or ask if another item is desired in place of out-of-stock item. Refunds are processed as quickly as possible on out-of-stock items and can take 24 to 48 hours to show in your statement depending on your bank/credit card company.

Kromara, LLC reserves the right to prorate or refuse any returned item that is damaged, misused or unsellable or substitute a product if no proof of purchase.

Kromara, LLC further reserves the right to amend, restate or change these terms and conditions from time to time without notice to or consent from its customers,