Overview
We require 3-5 business days for the processing, production and safe de-moulding of our candles. However, during holiday events such as Valentines, Mother’s days, Halloween, Christmas, Etc) we’ll make sure gifts are sent with 1-3 business days. We’ll always use 1st or 2nd class Royal Mail delivery within the UK. USA deliveries are fulfilled with local partners. For EU deliveries please shop with us on our Etsy store due to IOSS compliance, there you will find delivery available with tracking!
If you hail from CAD, AUS, SEA or NZ please use the retrospective currency.
If your order is delayed please do let us know, we’ll try our best to respond as quickly as possible.
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase; we can’t offer you a full refund or exchange. For insurance proof and costs, we are only able to provide refunds for missing packages, should a tracked delivery option has been chosen during purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging. If you’re package arrived damage please ensure you’ve photographed the date, damage and condition it’s arrived in. Our support email is [email protected]
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you if there’s an approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your bank provider.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Blocked charges or automatically cancelled orders.
Sometimes orders can be mistakenly blocked due to our payment providers fraud detection. To ensure that the checks do not go off, please ensure the billing address used when purchasing is the same the home address of the debit/credit card used in checkout. Bank funds can be taken in the moment but should return automatically in 3-5 business days.
If the billing address is the same as the address in your bank account and your order was still cancelled please let us know at [email protected]
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at [email protected] for questions related to refunds and returns.