Refunds, Returns & Exchanges.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it and unused, with tags, and in its original packaging.

Cancellations/Restocking Fee.

Orders cancelled prior to despatch will be charged a restocking fee to cover non-refundable charges applied to transactions by payment processors.

The refund for a cancelled order will be Total Order transaction Value minus a restocking fee of 3% of total order value (including any delivery charges)

How to start a return/exchange.

To start a return or exchange, you can contact us atshop@candle-atelier.com. or via our contact page and quote your "CA" order number, name and address
We will provide you a return code and the returns address.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items),

Unfortunately, we cannot accept returns on gift cards.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

• Please do not return an item without a Return code.
• You are responsible for paying for your own shipping costs to return the item(s)
• Shipping costs are non refundable.
• Please use a trackable service to return items.
• We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
• If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
• If more than 15 business days have passed since we’ve approved your return, please contact us at shop@candle-atelier.com.

Exchanges

• Please quote your "CA" order number and address and let us know what you would like to swap your item(s) for.
• We will set up an exchange order to reserve the products for you.
• If the is an increase in price an invoice will be raised on receipt of your item
• If there is a decrease in value a refund will be issued for the difference on receipt of the return.
• You are responsible for the cost of returning the items.
• We will cover the cost of sending the exchange to you.
• Exchanges are sent using standard postage