Refund Policy

We aim to hand pour, label, package and send your purchases as quickly as possible. Our customers are so important to us, and if for any reason you are unhappy with your order - we aim to fix this right away. Please do get in touch.

Order Fulfilment:

Every scented product is handmade and poured by us, therefore please allow a period of 2-5 working days prior to your order being shipped. Where possible, your order will be fulfilled sooner than this advised period.

Cancellation of Order:

Once your order has been dispatched, we are not able to process an order cancellation. Should you wish to cancel your order prior to receiving dispatch notification, please email us at benhamwickcandles@gmail.com.

Shipping Service:

You have the option to choose from Royal Mail 1st or 2nd class. Parcels weighing more than 2kg will be shipped via Hermes. These services aim for a door to door service within 48 hours, excluding Sundays, however please do note this is only an aim for time and approximately 3-5% of shipments can take longer.

Lost Shipments:

In order to conclude a parcel has been lost, a period of 7 working days from the shipped date must expire. In this event, please contact benhamwickcandles@gmail.com and a member of our team will begin an investigation into its whereabouts.

Returns (Excluding wax melts which are perishable items)

In the unlikely event that you are unhappy with a product you've received, we will be happy to refund the cost of that item, so long as the below measures are followed:

The item/s you wish to return must be:

- Received within the last 28 days
- Unopened and unused
- Remain in their original packaging and in perfect condition
- Arrive safely back to us, without damage

If one or more of the above criteria is not met, we will be unable to process a refund.

Please note, we can not cover the cost of any return shipping charges, unless the item you received was damaged, faulty or incorrect. It is at the buyers discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund.

Your refund:

The total value of the item/s returned to us will be refunded to the same account payment was made from, upon the item/s being returned safely to us. The refunded amount will show in your account within 7 working days, though typically this happens sooner.

Broken Item/s:

Once the shipment is processed, we rely on Royal Mail and Hermes to safely deliver your parcel. In the event that your parcel has arrived damaged, it will be replaced immediately, providing a photo of each damaged item is sent to benhamwickcandles@gmail.com as soon as it is discovered.

If any item is out of stock, a full refund to the value of the broken item will be provided.

Damaged or Defective Item/s

All of our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchasing. Occasionally, damaged items can be missed at the time of dispatch and as such, a replacement will be provided, as long as you are able to provide photo evidence of said damage. If it appears the product has been dropped or misused since safely arriving to you, we reserve the right not to process a refund.

In rare instances whereby a product has become faulty during use, it is essential that you have followed the care guide provided within your order. When resolving any issues relating to faults during use, we will require photographic evidence and may require further information to ensure a resolution is met. If the product has been misused and/or the relevant care card hasn't been followed, we are unable to provide a refund or replacement.

Non-refundable and Perishable Item/s

Unfortunately, our wax melts are non-refundable, unless they arrive damaged or faulty.

All of our fragranced wax products contain natural wax, derived from plants and vegetables. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes). None of the aforementioned surface imperfections will negatively effect the performance of the product and therefore are not criteria fitting of damage or faults.

Please ensure you follow all of the product usage guidance provided within your order, to achieve the best performance from your products.

To get in touch and to ask any questions, please see our Contact Us page.