Refund policy

MADE TO ORDER
Every Slow Ember candle is made to order, just for you. Because of that, we don't accept returns or exchanges for change of mind, and we can't take back candles that have been lit.

DAMAGED, DEFECTIVE OR WRONG ITEM
If your candle arrives damaged, defective, or isn't what you ordered, we'll make it right. Contact us through our Contact page within 30 days of delivery with your order number and a clear photo of the problem. Once we've confirmed the issue, we'll send a free replacement or refund your order. You don't need to send the item back.

LOST PACKAGES
If your tracking hasn't updated for a while or your order hasn't arrived, get in touch and we'll look into it with the carrier. Orders confirmed as lost in transit are replaced or refunded.

ORDER CHANGES AND CANCELLATIONS
Production starts quickly after you order. If you need to change or cancel, contact us as soon as possible. Once an order has gone into production, it can no longer be changed or cancelled.

WRONG ADDRESS
Please double-check your shipping address at checkout. If a package is returned to us because of an incorrect or incomplete address, we'll contact you; reshipping costs may apply.

REFUNDS
Approved refunds are issued to your original payment method. Depending on your bank or card provider, it can take several business days for the refund to appear.