Returns
If it arrives broken, that is on us.
Everything is made by hand and sent through a courier that has never once been gentle. When something goes wrong in transit, we fix it.
Damaged or wrong on arrival
Tell us within 48 hours of delivery and send photographs of the candle and the box it came in — the outer box matters, because it is what we show the courier. We will send a replacement from the next batch, or refund you in full, whichever you would rather.
You do not need to post the damaged piece back to us. Candles are heavy, return shipping costs more than the wax, and a broken one is no use to anyone.
Change of mind
Every candle is poured and piped to order, so we cannot take back something simply because it was not what you pictured. What we can do is talk it through before you order — send us the room, the colours or the occasion and we will tell you honestly whether a shape will work.
If an order has not gone onto the bench yet, we will cancel it and refund you in full, no questions. Message us as soon as you know.
What is not a fault
These are hand-sculpted objects, and the variation is the point rather than a defect:
- Petals that sit slightly differently from the photograph — every piece is piped freehand, so no two are identical.
- Small surface marks and a matte, slightly uneven finish. We pour cool on purpose; a glassy surface would mean a hotter pour and a worse burn.
- Colour reading a shade off your screen. Pigment is plant-derived and every monitor lies a little.
- Tunnelling or an uneven melt pool caused by a short first burn — see candle care. Give it an hour the first time and it will behave for the rest of its life.
Refunds
Approved refunds go back to the method you paid with. Once we confirm the refund, allow 5–7 working days for it to show on your statement — that part is the bank’s timeline rather than ours.
Before you throw the box away: if anything looks wrong, photograph the parcel before unpacking it fully. It takes ten seconds and it is the difference between a replacement and a conversation.
Last updated 14 September 2026.