As a small business we are unable to offer free returns at this stage. However, if your product arrives faulty or broken then we will reimburse your postage costs (to a maximum of £3.50) once we've received your parcel. We will require proof of postage.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging (please note for individually wrapped candles this does not include the tissue wrap). You’ll also need the receipt or proof of purchase, which will have been sent in the form of a confirmation email to the email address provided at point of sale.
To start a return, you can contact us at email@example.com
Damages and issues
At Nostos Candles, we check every product to ensure that the highest standards have been met prior to dispatch. Should you receive any item that you are not satisfied with please contact us within 48 hours via our email address: firstname.lastname@example.org. Please ensure that you provide your order reference number and contact details to us, as well as any supporting evidence. We will discuss the options with you at the time of contact.
We do accept returns/refunds for:
Items that have arrived damaged.
Faulty candles once examined for cause. Please note that if care instructions have not been followed, the candle will not be eligible for refund. Care instructions should always be followed for your own safety and experience, and it will be very clear if they have not been followed.
If you return an item outside of its original packaging then we won't be able to offer a refund, but will instead add the value as vouchers to use on our website.
Unfortunately, we cannot accept returns on sale items or Waxidents. Please note Waxidents are exempt from returns as they are sold as imperfect.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.