Refund policy
We want you to love your Wax & Words candles, but if you need to return an item, we offer a 30-day return policy. This means you have 30 days from receiving your order to request a return.
Eligibility for Returns
To qualify for a return, your candle must be unused, in its original packaging, and in the same condition as received. You’ll also need to provide proof of purchase.
To start a return, contact us at info@waxandwords.co.uk. Once your return is approved, we’ll provide instructions on where and how to send your item. Returns must be sent to:
703, 3 New Lion Way, London, SE17 1GR
Items returned without prior approval will not be accepted.
Return Shipping Costs
Please note that buyers are responsible for covering the shipping costs for returns. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
Damages & Issues
Please inspect your order upon arrival and contact us immediately at info@waxandwords.co.uk if:
Your candle arrives damaged or defective
- You receive the wrong item
- We’ll assess the issue and work to resolve it as quickly as possible.
Exceptions & Non-Returnable Items
We do not accept returns for:
- Used or burned candles
- Sale items or gift cards
If you have concerns about a specific product, please reach out to us before placing your order.
Exchanges
We do not accept exchanges. The best way is to return the product first. Once the return is accepted, you can place a new order for the desired item.
Refunds
Once we receive and inspect your return, we will notify you of the refund approval status. If approved, refunds will be processed to your original payment method within 10 days. Please note, banks and credit card providers may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@waxandwords.co.uk.
We’re here to help—if you have any questions about returns, feel free to reach out!