Refund policy

Returns & Refunds Policy

At Anna Elizabeth Candles, we hope you love your order, but if something isn’t quite right, here’s how we handle returns, refunds and cancellations.

Damaged Items

• If your order arrives damaged due to the carrier, please contact us with photos of the damage so we can help put it right.

• If your item arrives damaged for any other reason, notify us straight away and we will arrange a replacement or refund.

Cancellations

• Orders can be cancelled immediately after purchase by contacting us.

• Orders cancelled within 24 hours may be refunded in full, provided they have not already been processed.

• After 24 hours, cancellations may not be possible if the order is already in progress or dispatched.

Returns & Exchanges

We accept returns and exchanges under the following conditions:

• Change of Mind: Items may be returned within 14 days of receipt. They must be unused and in their original packaging. Return postage is the responsibility of the customer.

• Wrong Size/Product: Please contact us within 14 days to arrange an exchange. Returned items must be unused and in original condition.

• Damaged Items (after use):

• 0–14 days: Eligible for replacement or refund.

• 15–30 days: Eligible for exchange or store credit.

• 31–90 days: Reviewed on a case-by-case basis.

• 91+ days: We cannot accept responsibility for damage after this period.

Custom & Personalised Orders

• Custom and personalised items are non-refundable unless they arrive damaged or faulty.

• For bulk or wedding orders, we confirm designs and dispatch times with you directly before shipping.

How to Start a Return

1. Contact us via email, website form, or Instagram DM with your order number and reason for return.

2. If the item is damaged, please include clear photos of the product and packaging.

3. We’ll confirm the next steps, including the return address and whether a refund, replacement, or exchange will be arranged.

4. Once we receive the returned item (if required), your refund or replacement will be processed within 5 working days.