Refund policy

Shipping & Returns Policy

We’re delighted to bring our handcrafted candles straight to your door. Below you’ll find everything you need to know about shipping, delivery, returns, and exchanges.

Where We Ship

We currently ship to:

  • United Kingdom

  • Europe

  • United States

  • Australia

If your country is not available at checkout, please contact us and we’ll do our best to help.

Shipping

Processing Times

All orders are processed within 1–2 business days (excluding weekends and bank holidays).

Once your order has shipped, you’ll receive a confirmation email with tracking details (where applicable).

Delivery Options & Estimated Times

Shipping options are shown at checkout based on your location.

UK

  • Standard Delivery (Royal Mail 2nd Class) – estimated 2–4 working days

Europe, United States & Australia

  • International tracked shipping options are available at checkout.

  • Delivery times vary by destination and carrier, but estimated delivery windows will be shown before you complete your order.

Please note: international delivery times may vary due to customs processing and local postal services.

Shipping Costs

Shipping rates are calculated at checkout based on your delivery address and selected shipping method.

Customs, Duties & Import Taxes (International Orders)

For orders shipped outside the UK, customs fees, import duties, and local taxes may apply depending on your country’s regulations. These charges are the responsibility of the customer.

 

Returns & Exchanges

We hope you love your candles as much as we loved making them. If something isn’t quite right, we offer returns and exchanges within 30 days of delivery, subject to the conditions below.

Returns (Customer-Paid)

You may return eligible items within 30 days of receiving your order if:

  • the item is unused

  • it is in its original condition

  • it is returned in its original packaging (where possible)

Please note:
Customers are responsible for arranging and paying for return shipping costs for all non-fault returns.

We recommend using a tracked service, as we cannot be responsible for returns lost in transit.

Exchanges

If you would like to exchange an item (for example, a different size or product), we’re happy to help, provided the item is returned in unused, pristine condition.

To arrange an exchange, please email us before sending your return.

Non-Refundable Costs

Original shipping charges are non-refundable, unless the item is faulty, damaged, or sent in error.

 

How to Start a Return or Exchange

Please email us at info@graciousglowstudio.com with:

  • Your order number

  • The item(s) you’d like to return or exchange

  • The reason for return/exchange

We’ll reply with the return address and further instructions.

Once your return is received and inspected, we’ll process your refund or exchange within 5–7 business days.

 

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery and include:

  • your order number

  • a brief description of the issue

  • clear photos of the item and packaging

We’ll review this as quickly as possible and make it right.

 

Need Help?

If you have any questions about shipping, returns, or your order, please contact us at:

info@graciousglowstudio.com