Return policy
Returns, kindly handled.
Last updated [DATE]
We want every candle to find the right home. If something isn’t right, here’s how we’ll make it right.
01The short version
- Unlit, unused candles can be returned within [RETURN WINDOW] days of delivery.
- Anything that arrives broken is replaced or refunded, with no need to send it back.
- Refunds go back to your original payment method within [REFUND DAYS] business days of the return arriving.
02What can be returned
Candles, sets and accessories can be returned if they are unlit, unused and in their original packaging.
For safety and hygiene, we can’t accept returns of candles that have been burned, or of sale items marked final sale.
If a scent simply isn’t for you after the first light, write to us anyway; we will see what we can do.
03Damaged or broken orders
Glass occasionally doesn’t survive the journey. If your order arrives damaged, email [SUPPORT EMAIL] within [DAMAGE WINDOW] days with your order number and a photo. We’ll send a replacement or a full refund. Please don’t send broken glass back.
04How to start a return
- Email [SUPPORT EMAIL] with your order number and the items you’d like to return.
- We’ll reply with a return label or a return address within [RESPONSE TIME].
- Pack the items securely in their original boxes and send them within [SHIP-BACK WINDOW] days.
05Refunds
Once your return arrives and is checked, we refund the item price to your original payment method within [REFUND DAYS] business days. Original shipping charges are [REFUNDABLE / NON-REFUNDABLE]. Return shipping is [FREE / DEDUCTED FROM YOUR REFUND].
06Exchanges
The fastest way to swap a scent or size is to return the original and place a new order. For gifts, we can exchange directly. Include the gift note or order number when you write to us.
07Shipping
Orders ship from [SHIP-FROM LOCATION] within [PROCESSING TIME] business days, wrapped in recycled paper with no plastic fill.
- Standard: [STANDARD RATE], arrives in [STANDARD TIME].
- Express: [EXPRESS RATE], arrives in [EXPRESS TIME].
- Free standard shipping on orders over [FREE SHIPPING THRESHOLD].
We currently ship to [SHIPPING REGIONS]. You’ll receive tracking by email as soon as your order leaves us.
08Questions
Write to [SUPPORT EMAIL]. A real person answers, usually within [RESPONSE TIME]. You can also read how we handle your information in our privacy policy.