Returns & Exchange Policy
We stand behind all of our high-quality products with everything we manufacture we use the best processes and materials available. We do the little things to ensure a great product every time.
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Refund Policy
Refunds are only valid for candle, diffuser, and bath & body products excluding jewellery. Cracked/chipped jars, uneven wicks, or damaged items during transit may be refunded within the first 30 days of delivery.
If you are not satisfied with the scent or the product, please refer to our Satisfaction Guarantee section.
The following are not qualified for a full refund: broken or wrong sized jewellery*, minor packaging scratches, box folds, lid scratches**, wax tunneling***
*Broken jewellery will be replaced at no cost. Please refer to our Jewellery Replacement Policy for more information.
**Scratched lids may be replaced upon request.
***Please visit our FAQ page for more information on how to fix wax tunneling.
To claim your refund, please contact our online customer service team with a photo of the product and your order number.
Satisfaction Guarantee
If you are not completely satisfied with your product purchase, you may return your unused item(s) at own cost, in their original packaging, within the first 30 days of delivery for a refund minus any delivery fee.
All return requests must be approved by our team before processing. Only new and unused products will be approved.
You may contact our online customer service team with a photo of unused item, your order number, and reason for return.
Order Errors / Faulty Product (including jewellery)
All of our products (including jewellery) are 100% inspected and checked during the time of manufacture and time of dispatch. In the unlikely event that your item is faulty or you receive an incorrect item(s), we are happy to replace the item(s) for you at no additional cost. Please contact us within 30 days from purchase date to report any faulty products and 100 days from purchase date to report any faulty jewellery.
Jewellery Replacement Policy
We only replace your jewellery if the one you received is an order error or the jewellery is damaged. We DO NOT replace if you have selected the incorrect size or jewellery type or received a jewellery with the same design (our jewellery reveals are luck of the draw).
We ensure that all of the jewellery surprise that we place inside our products have undergone rigorous quality check for any manufacturing faults.
We highly recommend you inspect the jewellery surprise within 100 days from purchase date in case there are any issues/faults that might arise. Manufacturing defects/faults are covered with our 100 Day Jewellery Guarantee.
Jewellery and semi-precious stone items are delicate and should be handled with utmost care. Semi-precious stones breaking from mishandling is not considered a fault (i.e. dropping or bumping against hard surfaces, rings getting bent due to external force) and won't be covered with our guarantee if it has passed 100 days from purchase period.
Our replacement guarantee covers manufacturing defects, this does not include neglect, loss of item, general wear and tear, chain breakage and tarnishing. The warranty is voided if the jewellery has been bent, engraved, altered and modified, damaged by accident, misuse, and discolouration caused by foreign substances. All metals tarnish over time, however, contact with foreign substances such as hand sanitiser, cleaning agent, soap, cosmetic products, and acidic skin types can cause discolouration much faster. Tarnishing and discolourations caused by the above reasons will not be covered under this warranty.
Scratches are not considered a manufacturing defect, meaning it is not covered under warranty as they occur from everyday wear. This includes the wearing down of plated surfaces. Physical contact and friction against other hard and, or rough surfaces will cause the plated layer to wear. This is considered a general wear and tear and will not be covered under warranty
For any jewellery exchange requests, please contact us who will be able to assist you.
Order Cancellation
You may cancel your order up till your order has been picked and processed for delivery. After this, your order is not able to be cancelled.
For any order cancellation requests, please contact our online customer service team who will be able to assist you.
Refund Policy - the basics
Having said that, a Refund Policy is a legally binding document that is meant to establish the legal relations between you and your customers regarding how and if you will provide them with a refund. Online businesses selling products are sometimes required (depending on local laws and regulations) to present their product return policy and refund policy. In some jurisdictions, this is needed in order to comply with consumer protection laws. It may also help you avoid legal claims from customers that are not satisfied with the products they purchased.
What to include in the Refund Policy
Generally speaking, a Refund Policy often addresses these types of issues: the timeframe for asking for a refund; will the refund be full or partial; under which conditions will the customer receive a refund; and much, much more.