Return and Refund Policy

Return Window

You may request a return within 7 days of the delivery date recorded by the courier. Requests raised after that window cannot be accepted, because a candle that has been sitting in a warm room for a fortnight is no longer in the condition it left us in.

To be accepted, the item must be unused and unlit, with the wick untrimmed, in its original packaging with all tags, inserts and protective wrap. Combo and gift sets must come back complete - a single candle out of a set of three cannot be returned on its own.

What Cannot Be Returned

The following are non-returnable unless they arrive damaged, defective or are not what you ordered:

• Candles that have been lit, or whose wick has been trimmed.
• Personalised, engraved or made-to-order pieces, including bulk orders poured to your specification.
• Items bought on clearance or marked final sale on the product page at the time of purchase.
• Products returned without their original packaging, or with parts of a set missing.

Damaged, Defective or Wrong Item

Glass travels badly, so tell us quickly. Report a breakage, a manufacturing defect or a wrong item within 48 hours of delivery, before the product is used, and send photographs of the item and of the outer shipping box as it reached you.

In these cases we replace the item at our cost, or refund it in full including the shipping charge you paid. You are not asked to pay return shipping and no restocking fee applies.

How to Raise a Return

Where your pin code is serviceable for reverse pickup we arrange collection. Where it is not, post the parcel to us and we reimburse the courier charge you actually paid, against a receipt, up to a reasonable amount.

• Open the order under My Orders and choose Request Return, or write to us with your order number.
• Tell us which items you are sending back and why, and attach photos if the item is damaged.
• We confirm within 2 working days and tell you whether the courier will collect it or you should send it yourself.
• Pack the item as it arrived. Once it reaches us and passes inspection, the refund is raised.

Refunds

Once the returned item reaches us and passes inspection, the refund is raised within 5 to 7 working days to the method you paid with. Your bank may take a further 3 to 5 working days to show it.

Orders paid by cash on delivery are refunded by bank transfer, so we will ask for the account number and IFSC.

The shipping charge is refunded only when the return is our fault - a damaged, defective or wrong item. On a change-of-mind return the product value is refunded and the original shipping charge is not.

If we cancel an order for any reason, you are refunded in full, including shipping, and no charge of any kind is applied to you.

Exchanges

We exchange an item only where it arrived damaged, defective or wrong, and only for the same product subject to stock. For anything else, raise a return and place a fresh order for what you would rather have.