Cancellation policy
We want you to love your order from Anna Elizabeth Candles. If something isn’t quite right, here’s how we handle returns, refunds and cancellations.
Damaged Items
• If your item arrives damaged due to the carrier, please contact us as soon as possible with photos of the damage. We’ll work with you to put it right.
• If your item arrives damaged (not carrier-related), please notify us straight away. We will arrange either a replacement or refund.
Cancellations
• Orders can be cancelled immediately after purchase by contacting us.
• If you wish to cancel within 24 hours of placing your order, please get in touch.
• After 24 hours, orders may already be in progress or dispatched, and cancellations may not be possible.
Returns & Exchanges
We accept returns and exchanges under the following conditions:
• Change of Mind: Returns are accepted within 14 days of receipt. Items must be unused and in their original condition/packaging. Return postage is the responsibility of the customer.
• Wrong Size/Product: If you’ve accidentally ordered the wrong size/product, please contact us within 14 days to arrange an exchange. Items must be unused and returned 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: We will review on a case-by-case basis.
• 91+ days: Unfortunately, we cannot accept responsibility for damage after this time.
Custom & Personalised Orders
• Please note that custom and personalised items cannot be returned or refunded unless they arrive damaged or faulty.
• For bulk or wedding orders, we will be in touch throughout the process to confirm designs and timescales before dispatch.
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 will confirm next steps with you, including the return address and whether a replacement, refund, or exchange will be arranged.
4. Once we receive the returned item (if required), we’ll process your refund or send your replacement within 5 working days.