Terms of service

Delivery, Returns & Exchanges Policy

Islandwide Delivery Across Sri Lanka

DACK™ Creative & Co proudly offers islandwide delivery for all products available on our website.

Order Processing & Dispatch

  • In-stock items: Orders are processed and dispatched within 2 business days, excluding weekends, public holidays, and festival periods.
  • Out-of-stock / Custom / Color-specific items (including terrazzo finishes): Require 6–10 days for production prior to dispatch, depending on order quantity and current workload.

Delivery Timeframes

  • Within Colombo: Delivery within 2–3 working days after dispatch.
  • Outside Colombo: Delivery within 2–5 working days from the date of dispatch via courier partners.

Please note that delivery timelines may vary slightly due to external courier delays beyond our control.

Packaging & Gift Options

  • Standard Packaging: All items are securely packed using protective foam, durable corrugated boxes, and tamper-proof courier bags to ensure safe delivery.
  • Gift Box Option: Available at checkout for an additional charge.

Returns

Returns are accepted within 3 days from the date of purchase, only for items in the scented candle category.

To be eligible for a return:

  • The item must be unused and in original condition
  • The item must be returned in its original packaging

Custom-made candles are not eligible for return, as they are made specifically for individual orders.

Refunds

Once your returned item is received and inspected, we will notify you of the status of your refund.

  • Approved refunds will be issued to the original payment method
  • Shipping charges are non-refundable

Exchanges

  • Exchange requests must be made within 2 days of receiving your order
  • Exchanges are subject to product availability
  • Customers must contact our support team to initiate the process

Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

  • Custom-made or personalized items
  • Gift cards
  • Perishable goods
  • Sale items and third-party products

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately upon delivery with:

  • Clear photos of the item
  • A detailed description of the issue

We will arrange a replacement or refund based on product availability and your preference.

Exchange & Return Conditions

  • Requests must be initiated within 7 days of delivery
  • Proof of purchase (receipt, invoice, or confirmation email) is required
  • Customers are responsible for return shipping costs, unless the issue is due to our error (e.g., defective or incorrect item)

Processing Time

  • Returns, refunds, and exchanges are processed within 3–4 business days after receiving the returned item
  • Refunds may take additional time to reflect depending on your payment provider

Order Collection & Holding Policy

For orders that are marked for store pickup or collection, the following terms apply:

  • Customers will be notified once their order is ready for collection.
  • Orders must be collected within 7 days from the date of notification.

Uncollected Orders

  • Orders not collected within the 7-day period will be considered unclaimed.
  • We will attempt to contact the customer via phone, SMS, or email as a reminder.

If the order remains uncollected:

  • After 7 days, a storage/holding fee may be applied.
  • After 14 days, DACK™ Creative & Co reserves the right to:
    • Cancel the order without refund, or
    • Release/resell the item, especially for non-custom products

Contact Us

For any inquiries or assistance, please contact us at ask@dack.lk.
Our team is committed to ensuring a smooth and reliable shopping experience with DACK™ Creative & Co.