Refund policy

Last Updated: 14th March 2025

At Willow and Flame, we want you to love your candles. If there's an issue with your order, please read our returns policy below.

1. Returns Eligibility

Due to the handmade nature of our products, we do not accept returns unless an item is incorrect, damaged, or defective. If you experience any issues, please contact us within 48 hours of delivery.

To be eligible for a return or refund, your item must:

• Be unused and in its original packaging (where applicable).
• Have a valid order number as proof of purchase.

We do not accept returns for:

• Personal preference on fragrance or colour.
• Items that have been used or partially burned.

2. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please email hayley@willowandflame.co.uk within 48 hours of receiving your order.

Include:

• Your order number.
• Photos of the damaged product and packaging.

Once we assess the issue, we will offer a replacement or refund at our discretion.

3. Refunds Process

If a refund is approved, it will be processed within 5-7 business days back to your original payment method. Processing times may vary depending on your bank or payment provider.

4. Exchanges

We do not offer direct exchanges. If you receive a faulty product, we will replace it with the same item whenever possible.

5. Cancellations

Once an order is placed, changes or cancellations may not be possible. Please contact us as soon as possible if you need to make any adjustments.

6. Contact Us

For any return or refund inquiries, please email hayley@willowandflame.co.uk with your order details. We are here to help!

Thank you for supporting Willow and Flame!