Return Policy

At SM Candle Studio, we want you to be satisfied with your purchase. We offer a 14-day return policy from the date you receive your order (with exceptions that may apply). To be eligible for a return, please ensure that the products are in the same condition as received, unused, and in their original packaging. Customers are responsible for the shipping costs and should provide a tracking number for the return. To initiate a return, please send an email to sandra@smcandlestudio.co.uk.

Once we receive and inspect your returned items to confirm their eligibility, you will be automatically refunded using the same payment method you chose during checkout. We will also send you an email confirmation of the refund.

Exceptions

Please note that the following items are not eligible for returns: items on sale, promotional items, products marked as 'limited edition,' bulk orders, and any DIY Kits.

Damages and Issues

It's important to inspect your order upon receipt. If you receive a defective, damaged, or incorrect item, please contact us within 48 hours. Provide a description of the damage and include photographic evidence in your email to sandra@smcandlestudio.co.uk.

Please keep in mind that since our products are handmade, slight imperfections and color variations may occur naturally. For more information, visit our FAQ section.

SM Candle Studio is not liable for parcels left exposed to extreme weather conditions (heat, cold, or rain) for an extended period.

Lost and Stolen Parcels

Once your order has been shipped, SM Candle Studio cannot be held responsible for lost or stolen parcels. We do not issue replacements or refunds for items marked as 'delivered' by postal services or unclaimed due to unpaid customs fees. If your tracking information indicates that your package has been delivered but you did not receive it, please contact us immediately.

To file an insurance claim for lost packages, customers must have selected a tracked shipping service. Reach out to us at sandra@smcandlestudio.co.uk with your order number and package details within 15 days from the date the package was marked as “delivered” by your postal service.

Parcels Returned to Sender

Customers are responsible for covering the cost of reshipping any packages returned to us due to delivery issues, and refunds are not possible in such cases. If postal fees are incurred upon receiving a parcel returned to sender, SM Candle Studio will not accept these fees and will refuse to accept the parcel.

If you have any further questions or need assistance with your return, please don't hesitate to contact us at sandra@smcandlestudio.co.uk or call us at 07762185101. Your satisfaction is important to us, and we're here to help.