Returns and refunds
Ten days, wick untouched
You get 10 days from delivery to start a return. Here is the whole policy without the small print.
10 days
The clock starts the day your parcel arrives.
7 business days
After the returned item reaches us and passes a check.
None
Returns carry no restocking fee of any kind.
The return window
Within 10 days of delivery, send an email to [email protected] with your order number and, if it is visible, a picture of the problem. We will confirm the return and give you the address; sending something back unannounced means we cannot match it to an order.
Condition we can accept
A candle that has been lit cannot be returned, and neither can a lamp that has been wired in. Where a vessel or vase arrives cracked, that is a transit claim rather than a return — record the unboxing and write within 48 hours.
In short: unused, in the original packaging, complete, and with the invoice.
What we cannot take back
Some items cannot be taken back once they leave us:
- Candles that have been lit or had the wick trimmed
- Lamps that have been hardwired or installed
- Vases returned without their protective packing
- Clearance items marked final sale
Damaged, wrong or missing
If what arrives is broken, faulty, incomplete or not what you ordered, we carry the cost, return shipping included:
- Record a video while you open the parcel. An unbroken video from sealed box to unpacked item is the evidence a courier claim needs.
- Get the video and order number to [email protected] within 48 hours of the parcel arriving.
- We then send a replacement or refund you in full, whichever suits you, at our expense.
How the refund is paid
Approved refunds are processed within 7 business days of the returned item reaching us. Prepaid orders are refunded to the original UPI handle or bank account. Cash on Delivery orders are refunded by bank transfer to an account you nominate, because there is no card or wallet to send the money back to.
Change your mind and you cover the return postage, and the original delivery charge is not returned. Our mistake means our cost, both ways.
Exchanges
We do not offer a direct exchange. Where a different option is needed, return the original for a refund and buy the replacement as a new order. That is quicker than freezing an order while stock levels shift underneath it.
Nothing in this policy affects your rights under the Consumer Protection Act, 2019.