You have 14 days from receiving your order to tell us you'd like to return it. To be eligible, the candle must be unused, unlit and in its original condition; candles that have been lit, burned or otherwise used can't be returned. To start a return, email office@the-house-of-nocturne.com before sending anything back, then send the return within 14 days. Please pack your candle carefully. Return shipping is paid by the customer.
Please check your order when it arrives. If something is damaged, faulty or not what you ordered, email us as soon as possible with your order number, a short description, photos of the item and photos of the packaging if it was damaged in transit. We'll review it and find a solution. Your statutory rights for faulty or incorrectly delivered goods are not affected.
The 14-day right of withdrawal doesn't apply to products made to your specifications or clearly personalised for you, where the legal exception applies. Your statutory rights for faulty or wrong items remain unaffected.
If you withdraw within the statutory period, we refund all payments received, including standard delivery costs. Extra costs for a more expensive shipping option are not refunded. We refund using the original payment method unless agreed otherwise, and may wait until we've received the goods or proof that you've sent them. Your bank or payment provider may need a little extra time.
Questions about returns, refunds or damaged orders: office@the-house-of-nocturne.com