Returns Policy

This policy refers to candle making supplies purchased directly from this website. It does not apply to Wholesale or Private Label goods.

If you need to return an item, simply use the Support button on the website or email support@candle-shack.co.uk directly.  Please include a note of your order number, the items and quantities you would like to return and the reason for this. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Important! We do not accept returns of fragrance oils, due to the nature of these products and the fact that they can be tampered with. Please try the sample sizes of fragrance oils first so you can test them and make sure you are happy with the fragrance and performance before buying the larger sizes.

Please ensure you return the goods to us unused within 5 days. The items must be returned in the condition they were received at your own expense. Once received we will either refund you or provide credit at our discretion. All returns must be securely packaged when returned. If the package is lost or stolen you are responsible for claiming compensation from the courier responsible.

Where your order was paid by credit/debit card, a refund can only be issued to the card used to make the original purchase.  Orders paid for via PayPal will be refunded via PayPal.

Items returned to us that arrive damaged or lost will not be credited.

Goods damaged in transit to you will be refunded or replaced at our discretion.  We will attempt wherever possible to replace broken items, but in the case of glass, which is both fragile and heavy, we may choose to provide a refund instead.

Please inform us of any breakage within three days of receiving the order. Photographic evidence of damage is required.  

If your fragrance arrives damaged or has leaked in transit, please do not open the bottle.  Place the bottle on a digital scale and send photos of this and any other damage to support@candle-shack.co.uk  Please note we cannot replace any fragrance if the bottle has been opened.