Returns & Exchanges

01 Our Approach

If you change your mind, choose the wrong fragrance or would prefer another product, get in touch within 14 calendar days of receiving your order. We will explain the return or exchange options and confirm the next steps before you send anything back.

For faulty, damaged, misdescribed or incorrect items, contact us as soon as reasonably possible. We will review the issue and offer an appropriate solution under this policy and applicable UK consumer law.

Our standard process is designed to be straightforward, but your statutory rights always take priority where they provide a different or more favourable remedy.

02 When a Refund Is Available

A refund may be available in the following situations, subject to the circumstances of the order and applicable law.

• You change your mind: for most online purchases, you can notify us of cancellation within 14 calendar days from the day after you receive the goods. You will normally then have a further 14 days to send them back.
• The item arrives damaged: if a candle vessel, spray bottle, diffuser or other item arrives damaged, contact us with your order number and photographs where available. We will assess the issue and arrange an appropriate remedy.
• The item is faulty: if the product does not meet the applicable legal standards, contact us so we can discuss repair, replacement, refund or another remedy available under consumer law.
• You receive the wrong product: if the item delivered differs from the item ordered, we will review the order and arrange an appropriate solution.
• The product does not match its description: if the item materially differs from the product information provided at the time of purchase, contact us for assessment.
• Your order cannot be fulfilled: if we are unable to supply an accepted order, we will notify you and refund any amount due for the undelivered goods.
• A return is approved by agreement: where a return falls outside the standard change-of-mind period, we may consider an exception on a case-by-case basis.

For a change-of-mind return, items should normally be unused, complete and returned with their original packaging where reasonably possible. You may inspect goods as you would in a shop. Any reduction in a refund for handling beyond what is necessary to establish the nature, characteristics and functioning of the goods will only be applied where permitted by law.

03 When a Refund May Not Apply

We may be unable to offer a change-of-mind refund in the circumstances below. These conditions do not remove any legal remedy that applies to faulty, misdescribed or incorrectly supplied goods.

• The return period has passed: a change-of-mind request made outside the applicable cancellation period may not qualify unless we agree to an exception or another legal right applies.
• The product has been used beyond reasonable inspection: a change-of-mind return may be subject to a lawful deduction where use or handling has reduced the item’s value.
• The item has been damaged after delivery: damage caused by misuse, unsuitable storage, accidental damage or failure to follow product instructions may not qualify for a refund as a faulty item.
• The item is incomplete: missing components, reeds, accessories or packaging may affect a voluntary change-of-mind return where the missing parts were supplied with the product.
• The product is custom-made or personalised: goods made to your specifications or clearly personalised may be excluded from the statutory change-of-mind cancellation right where the legal exception applies.
• A legally recognised exception applies: certain sealed goods may be excluded from change-of-mind cancellation after unsealing where they are genuinely unsuitable for return for health protection or hygiene reasons under applicable law.

Home fragrance products are not automatically excluded from change-of-mind returns simply because they are candles, wax melts, sprays or diffusers. We will consider the actual condition of the product and whether a specific legal exception applies.

04 How to Request a Return

Please follow these steps so we can identify your order and give you the correct instructions.

1. Contact us within 14 calendar days of delivery for a standard change-of-mind return. Include your order number, the item you wish to return and the reason for the request.
2. Wait for our instructions. We will normally respond within 2 business days and confirm whether the request is approved, the return method and any applicable postage arrangements.
3. Pack the item carefully. Use suitable protective packaging, especially for glass candles, spray bottles and reed diffuser containers. Include all supplied components.
4. Send the parcel using the agreed method. For an approved return, use the instructions we provide and keep your proof of postage until the matter is resolved.
5. Allow time for inspection and processing. Once the returned goods arrive, we will check their condition where relevant and confirm the refund or exchange outcome.

Please do not send a return to an address that has not been confirmed by our team. This helps us identify your parcel and avoid unnecessary delays.

05 Return Postage

We provide free return or exchange shipping for the first return or exchange request per order, provided the return is arranged or approved through our team. Contact us before sending the parcel so we can confirm the method.

• First approved return or exchange: no return postage charge applies when you use the arrangement confirmed by us.
• Further return or exchange requests: postage arrangements and any cost will be assessed individually and confirmed with you before the return is sent.
• Faulty, damaged, incorrect or misdescribed goods: we will explain the appropriate return arrangements and will not require you to bear costs where doing so would conflict with your statutory rights.
• Change-of-mind cancellation: where the law allows the customer to bear the direct cost of returning goods, we will explain any applicable charge before the return is arranged.

If you arrange and pay for return postage independently without contacting us first, we cannot promise to reimburse that cost unless reimbursement is required by law or agreed with you beforehand.

06 Exchanges

If you would prefer a different fragrance or another item, contact us within 14 calendar days of receiving your order. Exchanges depend on stock availability and the condition of the item being returned.

• Available replacement: once the return is approved and the original item is received, we will normally arrange dispatch of the replacement within 2 business days, subject to stock availability.
• Replacement out of stock: we will contact you to discuss an alternative or a refund where applicable.
• Different product price: if the replacement costs more or less, we will confirm any additional payment or refund due before proceeding.
• Further exchanges: the postage arrangements for a second or later exchange will be confirmed individually before the item is sent back.

We cannot reserve a replacement item until availability has been confirmed. If an exchange is not practical, we will explain the other options available.

07 Refund Processing and Arrival

Once a refund has been approved, we will normally submit it to the original payment method within 5 business days after the relevant checks are complete, unless a different statutory deadline applies.

For a statutory change-of-mind cancellation, refunds will be issued within the time required by law. For goods already delivered, this is generally within 14 days after we receive the returned goods or you provide evidence that they have been sent back, whichever happens first. We may wait to receive the goods or evidence of return where the law permits.

• Our processing time: normally up to 5 business days after refund approval, subject to any applicable legal deadline.
• Payment provider or bank time: after we submit the refund, it commonly takes a further 3–10 business days to appear in your account. The exact timing depends on your payment method and financial institution.
• Original payment method: refunds are normally sent back to the payment method used for the order. We may contact you if a payment provider requires additional information.

Original standard delivery charges will be refunded where required by law. For a partial return, delivery charge refunds will be handled in accordance with the applicable rules and the circumstances of the order.

If the refund has not appeared within 10 business days after we confirm it was issued, please contact us. We can check the transaction reference and help you follow up with your payment provider.

08 Damaged, Faulty or Incorrect Items

If your order arrives damaged, contains the wrong product or has a fault, please contact us as soon as reasonably possible. Where possible, include your order number and clear photographs of the item and its packaging.

We aim to acknowledge these enquiries within 2 business days and provide the next steps within 5 business days after receiving the information needed to assess the issue.

Depending on the circumstances and your legal rights, the available remedy may include a replacement, refund or another appropriate resolution. We will explain whether the item needs to be returned and how the return should be arranged.

Please do not continue using a product that appears damaged or faulty. Keep the item and its packaging safely while we review your enquiry, unless doing so would present a safety risk.

09 Order Cancellations and Legal Rights

If you wish to cancel an order before dispatch, contact us as soon as possible. We will try to stop the order, but cancellation cannot be guaranteed once it has been packed or handed to the carrier. If it has already been dispatched, we will explain the applicable return process.

For most goods bought online in the UK, consumers generally have a 14-day cancellation period starting the day after receiving the goods, followed by a further 14 days to return them after notifying the seller. Certain legal exceptions apply.

Separate rights may apply to goods that are faulty, not as described or not of satisfactory quality. In England and Wales, qualifying goods may generally be rejected for a refund within 30 days of delivery under the Consumer Rights Act 2015. Different details may apply depending on the circumstances and the relevant legal rules.

Nothing in this policy is intended to remove, restrict or replace a right or remedy available to you under applicable consumer protection law.

10 Important Information

Refunds and exchanges depend on the nature of the request, the condition of the goods and the legal rules that apply. We will assess each request fairly and explain any decision that affects your options.

We are not responsible for delays caused by a return parcel being sent without the agreed instructions or by a carrier outside our control. However, this does not remove any obligations we have under applicable law.

We cannot guarantee the availability of a particular fragrance or replacement item at the time an exchange is requested. Where an item is unavailable, we will discuss a reasonable alternative or refund where appropriate.

11 Contact Us

If you would like to request a return, arrange an exchange or ask about a refund, contact our team. Include your order number and a short description of the issue so we can help without unnecessary back-and-forth.