Returns

If you are unhappy with your order or you order the wrong goods,
you may return it within 7 days for a refund (not including postage).

Return postage is the responsibility of the customer and returns
can only be accepted with prior authorisation.

All returned candles must be unlit and undamaged.

Please note that we cannot except returned bath products, ie, soap, lip balms etc.
Please order very carefully.

In circumstances where we are not at fault for a return, i.e. you changed
your mind about the order then we may still give authorisation for
the return, however delivery charges cannot be refunded
and returns in this instance will be subject
to a 20% restocking fee less postage.

As above, all returns must be unlit and undamaged.
Personalised orders may not be returned or exchanged unless they are damaged.
This does not affect your statutory rights.
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What happens if an item is damaged?

We always ensure that all orders are very
well packaged when they leave our workshop.

Boxes are always labeled as fragile where appropriate, but unfortunately
we cannot be held responsible for damage that occurs in transit.

We take pride in offering a first class customer service and will
happily replace damaged items free of charge but the damaged item must be
received back first in order to make a claim from our courier company.

Return postage is the responsibility of the customer.

What if I want to cancel my order?

Simply let us know by email or telephone within 24 hours of
placing your order and you will be refunded in full.

Please note that after 24 hours your order will have already been started
and cancellation May be subject to a 20% restocking fee.


If you have any questions please email me at
vicky@eternalflamecandles.co.uk