Please contact us right away via ailunstudios@gmail.com - once the order is shipped, it is beyond our control unfortunately. 

We are so sorry this has happened! Please email us with a photo of your package contents (photo required) so we can resolve this as best as we can for you. 

Entering the right information is the responsibility of the customer. Unfortunately, once the order is shipped, it is beyond our control.

In the event that the package is sent back to us, we can either reship it back to you after you pay for shipping again, or we can issue you a refund minus the cost if shipping given that the condition of the product is still good as new!

Our handbags are made from hand-picked top quality fabrics from all over the world including Japan, Italy, USA, and across Europe. All of our straps/chains are also sourced from Italy and Japan.

The leather we use is first class - top grain Italian leather. After sourcing fabrics, Ailun designs every piece before it gets hand-crafted beautifully using traditional methods.

Our candles are made from all-natural soy wax which is a renewable, biodegradable, and non-toxic resource. It burns around 30-50% slower than paraffin candles and does not release toxic carcinogens/petrochemicals. The type of natural soy wax we use is resistant to frosting and white spots. Apart from high quality essential oils, we also use premium grade real dried flowers and candle dyes to create each imagined scene.

Our soaps are made from high quality fragrance/essential oils, coconut oil, safflower oil, mica, glycerin, organic shea butter, and olive oil.

We are certainly happy to have a conversation about any customised soaps, candles, or handbags! We want you experience the joy in your product, down to every last detail. Email us at ailunstudios@gmail.com and we will see what we can do!

We may include some free soap samples in our packages (depending on our current stock in the studio) - we hope you like them! Each piece is made with care and the curiosity of art-making. 

Once our package is shipped out to you, it is beyond our control. If your package was stolen/lost by the postal service it is your responsibility as a customer to contact the postal service provider. Unfortunately we are unable to issue you a refund/replacement as these situations are out of our control - as a small family business we simply aren't able to afford to replace or refund these orders, as much as we want to!

The best way to resolve these issues is to contact the postal service directly as they will give you the best advice and direction. 

As a small family business based in New Zealand, shipping can be expensive depending on how far you are from us, and how big/heavy your purchased items are. We do not make any money from shipping prices - the cost of international shipping reflects the purchase of an International Courier/Plus or International Priority/Express ticket from NZ Couriers, and doesn't include other costs such as packaging materials. Being emerging creatives in this economic climate can be difficult - we hope you can appreciate the value of our art and the cost of its travel to you!

In most instances our packages clear customs - however in the event that there are custom fees/duties/taxes, this is the responsibility of the customer. Please do monitor your package on its journey and be prepared to pay any fees if needed. 

Email us at ailunstudios@gmail.com, we'd be more than happy to help you!