Merqavi™ · Customer Care
How can we help?
Have a question about one of our candles, candle collections, an existing order, shipping, tracking, payment, a return, or a refund? Contact the Merqavi™ customer-support team and we will be happy to assist you.
Email Support
Response Target
Within 24 Hours
Questions About an
Existing Order
Please include your order number and the email address used during checkout when contacting us. Providing these details helps our team locate and review your purchase more efficiently.
Problems With
Your Order
If your item arrives damaged, defective, incomplete, incorrect, or materially different from the product description, please contact us promptly.
Because Merqavi™ offers a variety of candles, candle vessels, and candle collections, product finishes, materials, packaging, and protective components may vary by item.
Please include:
- Your order number.
- A clear description of the issue.
- Relevant photographs or videos, where appropriate.
- A photograph of the shipping label and exterior packaging.
After the issue has been reviewed and confirmed, we will provide an appropriate replacement, reshipment, refund, or return solution at no additional cost for an error attributable to us.
Please note: Minor differences in vessel finish, texture, tone, or surface detail may occur between candles. These variations are not necessarily considered defects.
Before Returning an
Item
Please contact our customer-support team before shipping any merchandise back to us.
Do not automatically send returns to our registered business address. Once your return request has been reviewed and approved, customer support will provide the appropriate return warehouse address and return instructions.
Response Time
We aim to respond to customer inquiries within 24 hours. Requests requiring further investigation with a shipping carrier, payment provider, fulfillment partner, return facility, or another relevant service provider may require additional review time.
Company Details