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A little reassurance
We want you to feel good about your gift. If something is not quite right, tell us what happened and we will guide you through the next step.
For eligible ready-made goods, request a return within 14 days of delivery. For a damaged, faulty or incorrect item, please contact us within 7 days where possible; this does not shorten your statutory rights.
Eligible ready-made physical items can be considered for return when you contact us within 14 days of delivery. Keep the item unused, undamaged and in its original condition, with its original packaging where applicable and all parts, accessories, labels and documents. Used, altered, incomplete or improperly handled items may not qualify for a voluntary return.
Personalized, custom-made and made-to-order goods are generally not returnable simply because you change your mind. This includes custom invitations, cards, postcards, wooden gifts and candles. Digital products and final-sale items are also generally excluded from voluntary returns. These exclusions do not remove remedies for faulty, damaged or incorrect goods, or other rights that apply by law.
Please review names, dates, wording, spelling, colors, images, addresses and design instructions before ordering. If we send a proof, check it carefully before approval. Once design work, material preparation or production begins, cancellation or a change-of-mind refund may no longer be possible. If an error is ours, we will work with you to put it right.
Digital files are generally non-refundable after delivery, download, access or customization. Tell us if a technical problem prevents access so we can help. Where local law requires express consent before immediate digital delivery removes a withdrawal right, that right is not waived merely by this policy.
Please contact us within 7 days of delivery where possible. Include your order number, a description of the problem, and clear photographs of the item, packaging and shipping label if available. After reviewing the situation, we may arrange a replacement, repair, partial or full refund, or another appropriate remedy. Store credit is an option only if you agree; it does not replace a refund you are legally entitled to.
Use our Contact Us page or the contact email shown there. Include your order number, the item and your reason for returning it. Please wait for approval and the correct return instructions before posting anything. Pack the item securely and keep your proof of postage; an unapproved return may not reach the right place.
For a voluntary return, customers normally pay return postage. We cover the appropriate return costs when the issue is our error, such as an incorrect or faulty item, subject to the instructions we provide. Original delivery fees and third-party charges are generally not refundable for a change of mind, except where the law requires otherwise. Refused, uncollected or incorrectly addressed parcels may incur additional delivery costs.
We will let you know the outcome after receiving and inspecting an approved return. Approved refunds are sent to the original payment method where possible. Allow several business days for your payment provider or bank to process the credit. Where a statutory refund deadline or reimbursement requirement applies, it takes precedence.
A partial refund may be appropriate for missing accessories or packaging, minor damage, a small production issue, or an agreed resolution when you choose to keep an item. Each case is reviewed individually, and any reduction is subject to applicable consumer rights.
Contact us as soon as possible. Ready-made orders may be too far along to cancel once processed, packed or shipped. Custom orders may be too far along once design work, materials preparation or production starts. An approved cancellation is refunded to the original payment method where possible.
Preparation and international delivery can be affected by materials, design approvals, holidays, weather, carriers and customs. If we cannot dispatch on time, we will explain the revised timing and provide any legally required choice to wait or cancel for a refund. Please tell us if a parcel appears lost; we will help investigate. Carrier delays do not override your rights for non-delivery.
Unless expressly included, destination duties, import taxes, VAT, brokerage and similar charges are paid by the customer. We generally cannot refund amounts paid directly to an authority or another service, except where required by law or where our error makes us responsible.
We may exchange an eligible ready-made item if it is unused, undamaged and returned in its original condition. Exchanges depend on stock availability. Custom, personalized, made-to-order and digital items are generally excluded from change-of-mind exchanges, without limiting remedies for a problem with the item.
Follow the care and safety instructions supplied with your purchase. Never leave a candle burning unattended, and keep it away from children, pets, drafts and flammable materials on a stable surface. Damage caused by misuse or improper storage is not normally covered by a voluntary refund policy; rights that cannot legally be excluded remain protected.
Updated September 12, 2026. These policies do not limit rights provided by applicable consumer law. Existing orders retain the terms agreed when they were placed. If your product or order expressly offers a more generous return arrangement, we will honor that arrangement. Please ask us before ordering if anything is unclear.
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