All Candle orders placed either from the Christening/Baptism section or the Wedding section of this web site are Customized orders and cannot be Returnable or Refundable except an error of Portara Gallery.

We do NOT stock candles. We prepare the candles after we get an order.

All candle orders of any size will be ready in approximately 10 business days from placing your order and then delivered to you via UPS Insured delivery service. If you request Expedite Delivery, then the candle or candles would be prepared immediately (in 1-2 days) and there would be an extra charge of Expedite Handling Fee of $20.00 per order that would be added to your total along with the shipping charges charged by the UPS.

All Baptism/Christening or Wedding Candles are packed by THE UPS STORE ITSELF so you do not have to worry about breakages at all. We create the decoration for the candle, we dress the candle according to your order and when completely finished, then we drop off the candle to the UPS STORE near our store that we deal with. All candle orders are intact and visible when dropped to the UPS STORE; the UPS STORE itself also inspects them, then they pack the candles and they ship them Insured for their full value. All candle orders are packed very professionally and according to the UPS rules, regulations, restrictions and policy of very fragile and delicate items such as the candles. Once the UPS STORE finishes the packing of the candles, then they email to us the Tracking Number along with the Shipping Charges and the Expected Delivery Date. Once we receive this email we FORWARD it to you, to the customer that same day. The shipping charges seen on that email are the actual shipping charges that we charge you also.

IF YOU RECEIVED YOUR ORDER DAMAGED:
According to our Statistics in all these years in business, we have less than a 0.1% damages/claims for candles.
But if you received your order damaged, you must notify us immediately by email or call us at 718-961-2299 and we will assist you accordingly.
Please hold the entire original carton along with all packaging material that you received and damaged merchandise until UPS comes to pick up the package for inspection; otherwise no claim, replacement, or store credit can be honored.

If damage occurred while in shipping, then you will get a FREE replacement of the same item immediately. If we do not have enough time until your Special event to prepare and send you the replacement item, then after UPS picks up the damaged item and inspects it and notify us with its decision then we will notify you and according to their inspection decisions we will issue a REFUND CHECK and not a credit to your credit card if a credit must be processed. Your refund check amount would be the original purchase amount plus the shipping charges.

• Under NO circumstances any candle is Refundable or eligible for an Exchange except an error of Portara.
• All candles are time consuming products that need labor, preparation and time to be completed.

Please note, with the variance in the candles' design that we carry along with their height, length and width as they are or after they are finished, it is very difficult to calculate shipping charges without packing your order first. All shipping charges depend on the size, weight and destination.

We do not jeopardize our business for any reason and we try to satisfy every customer. All notes of Portara's policy are reported to the UPS, to the BBB and also to the issuing bank of your credit card exactly as they are stated on this page of the web site and under every page of the section your order was placed.