Return & Refund Policy
We want you to be completely satisfied with your purchase from Living Candle Studio. If for any reason you are not satisfied, we offer a hassle-free return policy subject to the following conditions:
1. 30 Day Returns Policy and Eligibility:
- You may return eligible items within 30 days of delivery.
- To be eligible for a return, items must be unused, in their original condition, and in the original packaging.
- Can only return our personalised products if the fault lies within our business e.g. damaged parts when receiving the package or if you have received an incorrect order.
- All non-personalised products are eligible for the 30 Day return policy.
- Sale items are accepted for return as well.
2. Non-Returnable Items:
The following items are non-returnable:
- Customized or personalized items (e.g., Couples Moonlit Glow Edition) cannot be returned due to 'incorrect details provided.'
3. Return Process:
To initiate a return, please contact our customer service team at orders@livingcandlestudio.co.uk within 30 days of delivery. Provide your order number and details of the item(s) you wish to return.
After confirmation from our sales team, all returns must be posted to the following address:
119 Golden Drive, Eaglestone, Milton Keynes, MK6 5BS, United Kingdom
4. Refund Processing & Timelines
- Inspection & Approval: Once we receive your return, we will inspect the item and notify you of the approval or rejection of your refund within 2 business days.
- Issuing Your Refund: Approved refunds are processed immediately. We will issue the funds back to your original payment method within this 2-day window.
- Bank Processing: Once we have issued the refund, it typically takes 5–10 business days for the funds to appear in your account. Please note that this part of the timeline is dependent on your bank's processing speeds.
- Method: All refunds are issued strictly to the original payment method used at checkout.
If you have not received your refund after 12 business days of approval, please contact your bank or credit card provider as they may have a pending transaction on their system.
5. Refund or Exchange:
- Once your return is received and inspected, we will process a refund to your original payment method.
- We do not provide any exchange, we only provide refunds.
6. Return Shipping:
- Return shipping costs are the responsibility of the customer unless the product had arrived damaged
- We recommend using a trackable shipping service for returns to ensure the items are safely returned to us.
7. Damaged or Defective Items:
If you receive a damaged or defective item, please contact us immediately within 30 days. We will arrange for a replacement or refund, including any return shipping costs incurred.
8. Exceptions:
- Please note that certain exceptions may apply based on specific product categories or promotions. Any such exceptions will be clearly communicated at the time of purchase.
Contact Us:
If you have any questions or concerns about our return policy, please reach out to our customer service team at orders@livingcandlestudio.co.uk. We are here to assist you and ensure your shopping experience with Living Candle Studio is enjoyable and satisfactory.