FAQ
My delivery address is incorrect.
If you have not yet received a shipping notification, please contact us immediately at info@goosecreekcandle.de with your correct delivery address. We are not liable for incorrectly provided address information and cannot guarantee that we can make an address change before the package leaves our warehouse.
If your shipment is already in transit, try rerouting it using DHL tracking or contact DHL customer service.
Cancellation of an order.
For logistical reasons, cancellation of paid orders is not possible. Only orders with the payment method "Prepayment by bank transfer" can be canceled, provided the transfer has not yet been made.
Where can I find your bank details for a transfer?
Our bank details are:
Bank: Volksbank Euskirchen
Account Holder: Goose Creek Candle Deutschland / Miriam Haubold
IBAN: DE69 3826 0082 0009 2790 16
BIC: GENODED1EVB
Amount*:
Purpose*:
*These fields must be completed individually. Please enter your order number "BE-xxxxx" as the purpose so our system can assign the payment to your order.
Why did I receive a payment reminder?
All our payment options, including payment on account or purchase on account, are processed through external payment service providers.
In this case, you must transfer the purchase amount directly to the respective service provider, not to us. If you have already transferred the purchase amount to us instead of to the service provider, please contact us by email with your order details and, if applicable, transaction details. In most cases, we refund the amount directly to the service provider, so you don't need to do anything else.
I paid for my order twice.
Please contact us by email with your order details and, if applicable, transaction details. We will review the payments received and refund any duplicate payments.
Are there any items I cannot return?
Yes, some items are non-returnable for hygiene reasons. This applies to our body and hand care products, as well as room sprays. Some shower gels and hand creams have a clear plastic seal on the lid, allowing returns as long as the seal is not broken. All used items, such as lit or warmed candles, are also non-returnable. The goods must be in the condition in which you received them.
I received a faulty or damaged item.
Please contact us via email with your order information and photos of the defective item(s). Depending on the item(s), you will receive a return shipping label for the defective item(s). In this case, we will request a return shipment before issuing a refund. If we do not request a return shipment, you will receive the refund directly from us.
My package is being returned to the sender.
Please contact us by email regarding your shipment so we can discuss the next steps with you. Please note that we will not cover any additional shipping costs resulting from an undeliverable shipment (e.g., storage period exceeded, recipient not identifiable, etc.). For more information, please see our GTCs.
I would like to return one or more items.
You have 14 days after receiving your order to contact us in writing to exercise your right of withdrawal and thereby register a return. From the day you notify us of your return, you have a further 14 days to hand over the package to a shipping service provider of your choice (DHL, Hermes, etc.) to return it to us. Further information can be found here: Returns
I returned something. How long does it take to get a refund?
You can see when your return arrives in your tracking information. Once we receive the package, we will process your return within 14 days and refund the corresponding amount to your original payment method within this timeframe. Depending on your bank details, it may take a few days longer for the money to be credited back to your account.