Returns & Refunds Policy
Last updated: August 2026
Our candles are handmade and the majority are made to order or personalised for each customer. For that reason we are unable to accept returns for change of mind. We do stand fully behind the quality of what we send you: if your order arrives damaged, broken, or defective, we will put it right. This policy applies alongside our Terms & Conditions. Where the two differ, this policy applies.
What Is Covered
You are entitled to a replacement or refund where your order arrives broken or cracked, where the candle is defective in a way that affects how it burns, where the item was damaged in transit, or where we have sent you the wrong item or the wrong personalisation from what you confirmed.
What Is Not Covered
We cannot accept returns or issue refunds for change of mind, for a fragrance or colour you decided you did not like after receiving it, or for any candle that has been lit or used. Personalised and custom orders cannot be returned unless they arrive damaged or defective. Where a customer supplied incorrect details for a personalised order — such as a misspelled name or wrong date — the order cannot be refunded or remade free of charge.
Exchanges
If you simply want something different, you can exchange an unused, unlit item in its original packaging within 7 days of delivery. Exchanges are subject to availability, and where we cannot supply what you want we will offer store credit instead. Because an exchange is a change of mind rather than a fault, you cover the shipping both ways. Personalised and custom orders cannot be exchanged.
This is separate from a damaged or defective item. Where something arrives broken or faulty, we cover all shipping and you pay nothing.
Handmade Variation
Every candle is poured by hand. Slight differences in colour tone, surface texture, wax finish, and small air bubbles are natural characteristics of handmade candles and are not considered defects. Product photographs are representative; minor variation from the image shown is expected and is not grounds for a refund.
Report Within 48 Hours
Damage or defects must be reported within 48 hours of delivery. Please send clear photographs of the item, the damage, and the outer packaging as received. We are unable to process claims reported after 48 hours, as we cannot then establish whether the damage occurred in transit.
How to Report a Claim
Message us on WhatsApp at 0300-122-1260 or use our contact page with your order number and the photographs described above. Please keep the item and its packaging until your claim is resolved, as we may need to arrange collection. Do not post anything back to us before we confirm, as unapproved returns cannot be processed.
How We Resolve an Approved Claim
Once a claim is approved, we will send a free replacement of the same item wherever possible. If the item cannot be remade — for example a discontinued fragrance or a one-off design — you may choose a full refund or store credit instead. Where only part of a multi-item order is affected, the remedy applies to the affected item only.
Return Shipping
Where a claim is approved, Candle Studio covers all shipping costs, including returning the damaged item to us if we ask for it and delivering the replacement to you. You will never be asked to pay shipping on a damaged or defective item.
How Refunds Are Paid
Because we accept payment by cash on delivery and direct bank transfer, refunds are issued either as a bank transfer to an account in the name of the person who placed the order, or as store credit for a future purchase. You choose which you prefer when your claim is approved. Store credit is issued immediately on approval; bank transfers require your account title and IBAN.
Refund Timeline
Approved refunds are processed within 7 business days of approval, or within 7 business days of the returned item reaching us where a return was requested. Bank transfers may take a further 1–3 business days to appear depending on your bank.
Order Cancellations
You may cancel an order at no cost any time before it is dispatched, provided production has not already begun. Personalised and custom orders cannot be cancelled once we have started making them. If we cancel your order because an item is unavailable or payment was not received, you receive a full refund.
Contact
For any question about a damaged item, refund, or cancellation, reach us via our contact page or WhatsApp at 0300-122-1260.