Refund policy
Returns & Refund Policy
We want you to be happy with your order. If something’s not right, here’s how returns and refunds work.
Returns
You can request a return within 14 days of receiving your order.
Once approved, items must be returned within 28 days of delivery.
Items must be unused, in sellable condition, and in their original or secure protective packaging.
Items we can’t accept back
Some products can’t be returned for safety and hygiene reasons:
- Liquids (including fragrance oils, Augeo, hand wash, and lotions)
- Wicks
If you’re unsure about a fragrance or wick, we recommend trying our sample sizes first.
To request a return, email support@candle-shack.co.uk
with your order number and details of the item(s) you’d like to return.
Refunds
Once we receive and check your return, we’ll let you know if it’s been approved.
Approved refunds are issued to your original payment method. Please allow a few working days for your bank or card provider to process the refund.
Sale items can’t be refunded, but if an item is faulty or damaged, please contact us and we’ll put things right.
Exchanges
We only replace items if they’re defective or damaged. If you need an exchange for the same item, email us at support@candle-shack.co.uk.
Damaged or faulty items
If your order arrives damaged, let us know within 3 working days. For liquids, please don’t open the bottle — place it on a scale, take photos, and send them to us.
We’ll arrange a refund or replacement, depending on the product. For fragile items like glassware, we may refund instead of replacing.
Return shipping
You’ll need to cover the cost of returning items (unless the item is damaged or incorrect).
Return shipping costs are non-refundable.
For items over £75, we recommend using a trackable service or shipping insurance, as we can’t guarantee receipt without proof of delivery.
Returns should be sent to:
Candle Shack Ltd
Unit A, West Carron Works
Stenhouse Rd
Carron
FK2 8DR
United Kingdom