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Returns and Refund Policy

In the unlikely event that an issue arrises, we aim to resolve them as quickly and effectively as possible; our customers are hugely important to us.

Order Fulfilment:

As every scented product is made and poured by hand, an estimate of 3-5 working days is needed before it can be shipped. Where possible, your order may be completed sooner than this estimated time. When your order is about to be delivered, or if there are any delays, you will be notified via email.

Cancellation of Order:

We are unable to cancel your order once it has been dispatched. If you wish to cancel, please Contact Us and we will do our utmost to prevent your order being shipped.

Shipping Service:

All orders are shipped using Royal Mail Second Class service. A shipment made with Royal Mail Second Class may take up to 72 hours, excluding Sunday, and Royal Mail admits approximately 5% of these shipments will take longer.

Tracking:

Though we do not offer a tracked delivery service, all of our deliveries are scanned at their point of collection, and to confirm successful/attempted delivery. If your package is missing, we can begin an investigation about its whereabouts.

Lost Shipments: 

To determine that a parcel has been lost, there is a waiting period of at least 7 days after the original shipping date. In this event, please contact us and a member of our team will start an investigation into its whereabouts.

Returns (Excluding wax melts which are perishable items and earrings due to hygiene reasons)

If you are unhappy with a product you have received, we will refund the cost of that item, provided that the following measures are followed:

The item/s you wish to return must be:

- Received within the last 28 days

- Unopened and unused

- Remain in their original packaging and in perfect condition

- Arrive safely back to us, without damage

We will not be able to process a refund if one or more of the above criteria aren't met.

Return shipping charges will not be reimbursed unless the item you received was damaged, faulty or incorrect. The buyer is responsible for tracking and/or insuring the return postage. Refunds will not be provided if your returned item is lost during transit.

Your refund: 

The entire value of the items being returned to us will be credited to the same account payment was made from upon the items arriving back to us. You should see the refund in your account within 7 working days, though this typically happens sooner.

Broken Item/s:

We send your parcel on a reliable and speedy service, but in the event of damage, we will send you a replacement for it. However, please let us know about the damage as soon as possible by sending us a photo of the broken items, so that we can get a replacement sent to you immediately.
 
If any of your items are unavailable, we will fully refund you to the full value of the broken item.

Damaged or Defective Item/s

When purchasing one of our products, all the products we provide are fully inspected to make sure they meet your expectations. If an item is damaged, we will replace it as long as you are able to provide photographic evidence of the damage. If the product appears to have been dropped or mishandled since it arrived in perfect condition, we reserve the right not to refund your money.
 
In rare instances whereby a product has become faulty during use, it is essential that you have followed the care guide provided within your order. When resolving any issues relating to faults during use, we will require photographic evidence and may require further information to ensure a resolution is met. If the product has been misused and/or the relevant care card hasn't been followed, we are unable to provide a refund or replacement.

Non-refundable and Perishable Item/s

Unfortunately, our wax melts and jewellery items are non-refundable, unless they arrive damaged or faulty.
 
All of our fragranced wax products contain natural wax, derived from plants and vegetables. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes) or frosting/colour changes (a natural occurrence in Soy wax). None of the aforementioned surface imperfections will negatively effect the performance of the product and therefore are not criteria fitting of damage or faults.
 
Please ensure you follow all of the product usage guidance provided within your order, to achieve the best performance from your products.  

We adhere to the Consumer Rights Act 2015. All Rights Reserved.

 To get in touch and to ask any questions, please see our Contact Us page.  

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