Customer Care
When will my credit card be charged?:
Your credit card is charged when you place your order. In cases where an order is shipped in phases, only the product that is shipped is charged to your account. Orders are generally processed and shipped out within 1-2 days of receipt Monday through Thursday excluding all major calendar holidays. There are instances where additional delay will apply (inclement weather, natural disaster, etc).
Returns:
All of our products are thoroughly inspected before they are shipped to ensure you receive the best possible product. Please inspect your order carefully. Due to the nature of our products, used candles and fragrance diffusers cannot be returned or refunded. We will replace broken items when possible, or offer a replacement on items damaged during shipping. If for any reason you are not happy, we will exchange or refund the purchase. Product must be unused and in the original, re-sellable packaging.
- Returns and exchanges must be made within 5 days of receipt of order
- Items are returned at your expense
- Please allow 10–14 business days upon receipt to process the transaction
- All sales are final on Limited Edition, sale items and discontinued products
When returning items:
- Contact our Support Team at hello@perchcandlehouse.com to obtain a return authorization number
- Return the product in the packaging it was received in, along with the original packing slip
- Ship the package at your expense via an insured courier (UPS, FedEx) or with delivery confirmation through USPS
- Keep your shipment receipt in case the package is lost or damaged in transit
- We cannot guarantee a credit or replacement for returned items without confirmation of delivery
Return to:
Perch - KPBL Brands
Support Desk
629 South Palm Avenue - Building 1
Alhambra, CA. 91803
For items purchased at retail store locations, please contact the establishment where the purchase was made to inquire about their refund policy. For additional assistance, please contact our customer support desk at (877) 462-8852, Monday-Thursday 8:00 am-3:00 pm PST. or via chat at perchcandlehouse.com
Once we receive your return, a credit will be issued to the original method of payment and a confirmation emailed to the point of contact on the order.
Do I have to pay sales and use tax?:
Residents of California are subject to 9.00% sales and use tax on their eStore orders.
Order Cancellations:
You may cancel any “in process” order by calling the Customer Assistance Desk. Orders that have “shipped” cannot be cancelled.
Merchandise & Availability:
Perch offers an edited selection of products available from our authorized national retailers. To find a store close to you, call our support desk
toll free at (877) 462 8852 or visit our store locator.
Daily Shipping Schedule (Holiday periods not included):
Perch ships merchandise within the Continental lower 48 States and
Hawaii/Alaska during business days via UPS Ground or FedEx Ground services only. Unless temporary promotional flat shipping rates apply, rates are based on merchandise total and apply to orders shipped to a single address. Sorry, we cannot accommodate International orders, orders to Canada and we do not deliver to APO/FPO or P.O. Boxes.
Ground Service:
We currently offer tiered rates for all orders shipped within the Continental U.S.A. All orders shipped to Alaska and Hawaii will be charged a flat $35 shipping fee. Please refer to the outbound view map to determine when your order will arrive. Outbound View Map view as of 3/1/18:
