Return policy & Exchange

 

We really hope that you are delighted with your product, but if for any reason you’re unhappy with your order and would like to return it, we are happy to offer a refund, exchange, or credit note of the same value, as long as it’s within 14 days of your receipt.

  • We can only accept returned items that are complete and in perfect condition, unused and in the original packaging, they arrived with you in. Perfect condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used, or damaged and the product is in a re-saleable condition parcel are returned at your own cost. 

  • We strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received with us. Items lost in transit will not be treated as returned.

  • We reserve the right to refuse a refund/exchange for damages caused by insufficient packaging. We are not responsible for the postage cost to return your item.

  • All Returns requests submitted outside of normal UK working hours (8.30 am – 5:00 pm) will be processed the next working day (Monday – Friday). Please note, excluding all public holidays.

  • Please note that unless a manufacturing defect is present, we cannot accept returns of candles that have been lit.

  • Allow up to one week upon return of goods for funds to be credited to your original method of payment or an exchange made.​

  • Products purchased as a set can only be returned as a complete set and not as individual items.

  • Products given as a gift can only be returned by the original purchaser.

 

 

What if the item is faulty?

 

  • We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 14 days of purchase, then you can return the item under our normal return procedure for exchange or refund.

  • We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.

  • Or if the item you received is not what you originally ordered, we will be happy to exchange the item(s) or offer you a refund.

 

We take every precaution to ensure your candle arrives to you as quickly and safely as possible, however on rare occasions, breakage does occur in transit. If this has happened, please send us an email including:- Photos of the packaging and candle. Order number.