Shipping policy
Shipping Policy
At Kataleen, each item is thoughtfully prepared in small batches with care and intention. We aim to make your experience feel calm, seamless, and beautifully packaged from the moment your order is placed.
Processing Times
Orders are typically processed within 3–7 business days.
During launches, seasonal collections, or higher volume periods, processing times may be slightly extended. We appreciate your patience as each product is carefully prepared by hand.
You will receive a shipping confirmation email with tracking information once your order has been shipped.
Shipping Within Canada
We currently ship within Canada.
Shipping rates are calculated at checkout based on your location and order size.
We also offer:
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Free standard shipping on Canadian orders over $125 CAD
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Local pickup for select customers in Richmond, British Columbia
Local Pickup
If local pickup is available for your order, you will receive an email once your order is ready.
Pickup times are arranged by appointment.
Delays & Delivery
Once an order has been shipped, delivery times are determined by the shipping carrier.
Kataleen is not responsible for delays caused by:
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weather
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carrier disruptions
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customs
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incorrect shipping information provided at checkout
Please ensure your shipping address is entered correctly before placing your order.
Warm Weather & Candles
Candles and wax-based products may soften or melt during warmer temperatures.
Please bring packages indoors as soon as possible after delivery. Kataleen is not responsible for heat-related damage caused after delivery.
Damaged Orders
If your order arrives damaged, please contact us within 48 hours of delivery at:
Please include:
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your order number
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photos of the packaging and damaged item
We will do our best to make it right.
Questions
For any shipping questions, please contact:
Thank you for supporting our small business and allowing Kataleen to be part of your everyday rituals.