Refund Policy
We want you to be delighted with your purchase from Love and Wick Studio. Every candle is lovingly handmade in small batches, and we take great care to ensure your order arrives in perfect condition.
If something isn’t quite right, this policy explains your rights to refunds, exchanges, and returns in accordance with UK consumer protection law.
1. Our Promise to You
We’re confident you’ll love your Love and Wick candle - but if your item arrives damaged, faulty, or not as described, we’ll make it right.
Please read the sections below to understand how to request a return, replacement, or refund.
2. Returns and Exchanges
a. Damaged or Faulty Items
If your order arrives damaged or faulty, please email us within 7 days of delivery at info@loveandwickstudio.com with:
Your order number
A short description of the issue
Clear photos showing the damage or fault
We’ll review your message and arrange a replacement or refund as quickly as possible.
Please do not dispose of the item until we’ve confirmed the next steps.
b. Exchanges
If you’d like to exchange your candle for another scent or style, we’re happy to help — provided:
You contact us within 14 days of receiving your order
The item is unused, unlit, and in its original packaging
Return postage costs for exchanges are the responsibility of the customer, unless the product is faulty or incorrect.
c. Change of Mind
If you change your mind, you can return your item within 14 days of delivery for a refund or exchange under the Consumer Contracts Regulations (2013), provided the product:
Has not been used or lit
Is returned in its original packaging and in resalable condition
Return postage will be at your own expense unless the item is faulty or incorrect.
3. Items Not Eligible for Refund or Exchange
We cannot accept returns or issue refunds for the following:
Used or opened candles
Sale or discounted items
Custom or personalised products
Gift cards or e-gift vouchers
Items returned after 14 days of delivery
Lost or stolen parcels once marked as “delivered” by the courier
4. How to Return Your Item
Before returning anything, please email info@loveandwickstudio.com to arrange authorisation.
Unapproved returns may not be accepted.
When returning your parcel:
1. Package the item securely in its original packaging if possible.
2. Include your name, order number, and reason for return.
3. Use a tracked postal service to ensure safe delivery.
Return address:
Love and Wick Studio
Aberdeen, Scotland, AB23 8RL
We cannot be responsible for parcels lost in transit.
5. Refund Process
Once your return is received and inspected, we’ll email you to confirm whether your refund or replacement has been approved.
Approved refunds will be processed to your original payment method within 5–10 working days.
You’ll receive an email confirmation once the refund has been issued.
Please note that your bank or card provider may take a few extra days to show the transaction.
If you haven’t received your refund after this period, please contact your bank or email us at info@loveandwickstudio.com for assistance.
6. Late or Missing Refunds
If your refund has not appeared after 10 working days:
1. Check your bank account again.
2. Contact your card issuer or payment provider (they may have processing delays).
3. If you’ve done both and still haven’t received it, please contact us — we’re happy to help.
7. Gifts and Gift Orders
If you received an item as a gift, you may return it for an exchange or store credit (to the value of the item) within 14 days, provided it meets our standard return conditions.
Refunds can only be issued to the original purchaser using the original payment method.
8. Our Right to Cancel or Refuse Returns
We reserve the right to refuse returns that:
Are sent after the 14-day return window
Are used, opened, or not in their original condition
Do not include sufficient proof of purchase
We may also refuse refunds for repeated or excessive returns not consistent with fair use.
9. Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
If an item is faulty or not as described, you are entitled to a replacement, repair, or refund within a reasonable time.
10. Contact Us
We’re always happy to help.
If you have questions about a return, refund, or exchange, please contact us at:
Love and Wick Studio
Aberdeen, Scotland, AB23 8RL
Email: info@loveandwickstudio.com
Last Updated: 10 October 2025