Returns & refunds
Last updated 3 October 2026If you are not happy, we want to know. Here is exactly how returns and refunds work.
Changing your mind: 14 days
Under the Consumer Contracts Regulations you can cancel your order for any reason within 14 days of receiving your candle, and you have a further 14 days to send it back to us after telling us you are cancelling.
- Email [email protected] to tell us you want to cancel. Include your order details.
- Candles must be unused, unlit and in their original condition, and packed so they will not be damaged on the way back.
- You pay the cost of returning the candle, unless it is faulty or not as described.
- We refund the price you paid, including standard delivery, to your original payment method within 14 days of receiving the candle back.
Candles that have been lit cannot be returned for a change-of-mind refund.
Faulty or damaged candles
If your candle arrives damaged, defective or not as described, email [email protected] with your order details and a photo. Your legal rights under the Consumer Rights Act 2015 apply. We will offer a replacement or a full refund, and we will cover the return cost where one is needed.
Subscriptions
You can cancel your subscription at any time. Cancel before your next billing date and you will not be charged again. Email [email protected] or use the link in your Stripe receipt email. Cancelling stops future charges and does not refund a month already billed, unless you are still within 14 days of receiving that month's candle and it is unused, in which case the rules above apply.
How refunds are paid
Refunds go back to the card or wallet you paid with. Depending on your bank, they usually appear within 5-10 working days of us issuing them.