Returns

If you are unhappy with your order or you order the wrong goods, you may return it within 14 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.

Personalised orders may be returned with prior authorisation. Returns in this instance may be subject to a 20% restocking fee less postage. 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.


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

Returns