Returns
Not quite right? You can return items within 30 days of delivery using our online returns portal. All UK returns come with a prepaid label.
Start a returnHow it works
Enter your order number and email in our returns portal and choose the items you'd like to send back.
UK customers receive a prepaid label by email. Customers outside the UK receive our return address.
Pack your candles carefully and drop your parcel off at a post office or collection point.
Your refund goes back to your original payment method once your parcel is delivered to us.
Return postage
Free return label if your item arrived late, is faulty, damaged, incorrect or looks different to the image on our site.
£4.95 return postage charge if you've changed your mind or don't like the item. This is deducted from your refund.
Submit your return through our returns portal first. Once approved, send your parcel using a tracked service and add your tracking number in the portal.
Return postage is at your own cost. If your item is faulty, damaged or incorrect, please contact us before posting and we'll cover the cost.
Condition of items
Unless faulty, items should be returned unused and in their original condition:
- Candles unburnt, with any wrapping, seals and lids intact
- Returned in their original packaging and packed carefully to avoid damage
We may reduce your refund if an item has been used or handled more than needed to check it.
Refunds
Refunds are issued to your original payment method once your return has been delivered to us, and we'll email you when it's done. Please allow 3 to 5 working days for it to appear, depending on your bank or card provider.
If you cancel your order within 14 days of delivery, we'll also refund the standard delivery charge you originally paid.
Damaged or faulty item?
Start a return and choose the reason that fits to get a free label. If you'd prefer a replacement rather than a refund, email info@candlesdirect.com before starting a return.
Refund not arrived?
Check your bank account first, then your card provider or bank, as refunds can take a few days to appear. Still nothing? Email info@candlesdirect.com.
Need a hand?
Our team replies within 24 hours. Please return items to us, not to the manufacturer.