While we make every effort to ensure each of our candles are perfect, we cannot guarantee that our candles don’t come with imperfections, as they are all hand made using 100% natural soy wax. We take pride in each and every one of them we make and want you to be completely satisfied with your candle purchase. If your candle is damaged during shipping or not to your expectations, our return policy is outlined below or you can contact us at info@willowandmaple.com.au.

Please include your order number in your email. We will make every reasonable effort to ensure our customers are satisfied. We are happy to replace, repair, or exchange goods in the case of a manufacturing fault.

 

RETURNS

Please contact us within 7 business days of receiving your candle to initiate a return.

If 7 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it, unless it was damaged during shipping. If this is the case, please take photographs of the damage as soon as you open the shipping box/bag.

Any item not in its original condition, damaged or missing parts for reasons not due to our error, will not be accepted for return. If you simply change your mind and no longer want the candle you purchased, we will offer a full refund within the 7 day period however you will be liable for all shipping charges for the return of the candle to our store.

Once your candle return has been received and inspected, we will send you an email to notify you that we have received your returned candle. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed within 5 business days.

 

CANDLE EXCHANGE

We only replace items if they are defective or damaged. If you need to exchange your candle for these reasons, please get in contact with us as soon as you receive your candle so that we can assist you.