Refund policy

Can I return my order? 

Yes. For standard, non-personalised products, you have the right to cancel your purchase within 14 days of receiving your order, without giving a reason.

Please contact me within 14 days, then return the item within the following 14 days.

Items should be unused and returned in their original condition and packaging where possible. Please contact me before sending anything back so I can provide the return information.

Are there any exceptions?

The 14-day right of withdrawal does not apply to certain products, including items made specifically to your specifications or clearly personalised.

This may include a candle created specifically for you with a personalised design, colours, wording or other requested details.

Your legal rights regarding faulty or non-conforming products still apply.

Who pays for return shipping?

The customer is responsible for all return shipping costs, including returns made under the 14-day right of withdrawal.

If an item is faulty, damaged or incorrect, please contact me before returning it so I can assess the issue and arrange the appropriate solution.

Can I exchange an item?

I don't offer exchanges.

If you change your mind about a standard product, you can return it under the 14-day right of withdrawal and place a new order if you wish.

What if my order arrives damaged?

Please contact me as soon as possible with your order number and photographs of the item and packaging.

I'll assess the damage and help resolve the issue.

What if my item is faulty or not as described?

Please contact me with your order number and details of the problem.

Your statutory consumer rights, including the applicable legal guarantees for conformity and hidden defects, remain unaffected by this policy.

Can I change or cancel my order?

If your order hasn't yet been prepared or dispatched, contact me as soon as possible and I'll do my best to accommodate your request.

For personalised or custom orders, cancellation may not be possible once production has begun.

How will I receive my refund?

Once a valid return has been received and checked, I'll process your refund using the original payment method.

Where the 14-day right of withdrawal applies, the refund includes the original standard delivery cost you paid. Any additional amount paid for a more expensive delivery option is not refundable.

The refund may be delayed until I receive the returned item or proof that it has been sent back.