RETURN & REFUND POLICY
Change of Mind
As our candles are handmade and custom-poured, we do not accept returns or exchanges for change of mind. Please choose carefully before completing your purchase.
Damaged or Faulty Items
We take great care when packing your order, but if your candles arrive damaged or faulty, please contact us within 48 hours of delivery.
✨️Email us at soyucandle23@gmail.com
with your order number and clear photos of the damaged item(s), packaging, and shipping label.
✨️Once verified, we will arrange a replacement or refund depending on your preference and product availability.
Incorrect or Missing Items
If you receive the wrong item, or an item is missing from your order, please notify us within 48 hours of delivery. We’ll correct the issue promptly at no cost to you.
Refund Processing
✨️Approved refunds will be processed back to your original payment method.
✨️Please allow 5–10 business days for funds to appear, depending on your bank or payment provider.
Returns Shipping
✨️For returns due to faulty, damaged, or incorrect items, we will cover the return shipping costs or provide a prepaid label.
✨️If a return is approved for any other reason, the customer is responsible for return shipping.
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns on:
✨️Used candles
✨️Candles damaged due to misuse, neglect, or exposure to heat/sunlight after delivery
✨️Sale or clearance items
International Orders
International refunds follow the same policy, but please allow additional time for processing. ✨️Customs duties/taxes are non-refundable.
✨️It is the customer's responsibility to provide the correct shipping address at checkout.
✨️If an international order is lost or returned due to an incorrect address, customs refusal, or failure to collect, we may not be able to resend the parcel.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
✨️Orders can only be cancelled if they have not yet been packed or shipped.
✨️Once dispatched, cancellations are not possible, and our standard returns process applies.
Customer Feedback & Support
We want you to love your candles. If you experience any issue, please email soyucandle23@gmail.com and we’ll do our best to resolve it quickly.