Please note, that to cancel an order, you will need to send us an email for cancellation within a maximum of four hours or latest by 3pm, Monday to Friday; this is because we aim to dispatch orders on the same day if the orders are placed before 1pm. If you miss this window, please follow returns and refund policy below.
At Candles by Phoebe, our goal is to make your online shopping experience as enjoyable as possible. That is why, if you are not completely satisfied with your purchase, we will gladly accept returns up to 28 days from the date of purchase. You must return the goods in the condition that you received them (which means candles should not have been lit and diffusers should not have been opened). We shall not accept used products or those sent in an unsuitable condition.
Please email us with your name, phone number and order number within 24 hours of receiving the order and we shall contact you within 48 hours.
On approval, you will be asked to send back the goods clearly stating your full name and order reference number. Once the goods have been received, the refund will be processed. Depending on your reason for returning you will not be refunded any original delivery charges
If you are returning an incorrect order or a product which was delivered to you in a damaged or faulty state, we would ask you to follow returns procedures set out above. We will refund you the purchase price, the delivery charge and any parcel carrier costs you incur.
When returning items you are recommended to keep a proof of posting. Proof of posting will not be accepted as proof of delivery. We will not accept responsibility for lost or damaged parcels.