We hope, that like 99.9% of our customers you will be delighted with your order. The quality of our products and of course the satisfaction of our customers is extremely important to us.
However, in the rare occurrence an issue does arise, we will always try our best to resolve it as swiftly as possible.
Each and every wax melt and candle is lovingly handmade to order by us, and therefore, we ask all of our customers to allow for 5-10 working days from the date of purchase, for your product(s) to be made.
You may return any item within 14 days for a full refund or exchange, providing the item is returned to us in a perfect, unused, undamaged condition and in its original packaging. Please note, we cannot cover the cost of any return shipping charges, unless the item you are returning is either damaged or faulty (please see section below for further details). Refunds will be processed within 5 working days of us receiving the item. We would advise sending all returns via a trackable service as we cannot be responsible if the item does not reach us and will also invalidate your refund request.
We take every care to ensure your products are properly packaged and protected but very occasionally items can get lost or damaged during transit, which sadly is beyond our control. In such instances we will ask you to send proof of your order and pictures of the damaged item(s) to firstname.lastname@example.org within 3 days of receiving your order so we can look into the matter further. Upon agreement, we will more than happy to send a new replacement out to you as soon as we can. If the item is out of stock, a full refund will be given. Refunds will be processed within 5 working days of being agreed.
We're sure you will appreciate that we cannot refund or replace items that have been used.