Refund policy

Wick & Word Returns & Refunds Policy

We want you to love every candle you light. If something’s gone wrong, or you’ve simply changed your mind, this page explains how we handle returns and refunds.

This policy applies to UK customers buying directly from our website and is in addition to your legal rights under UK consumer law.

1. Faulty, damaged or not as described

If your candle arrives damaged, faulty or not as described, we’ll make it right.

You have a legal right to a full refund within 30 days of receiving faulty goods under the Consumer Rights Act 2015. After 30 days, you’re normally entitled to a repair or replacement, and if that can’t be done, a refund or price reduction.

What to do:

  • Email us at support@wickandword.co.uk within 30 days of delivery
  • Include:
    • Your order number
    • A short description of the issue
    • Clear photos of the candle, packaging and any damage/fault

Once we’ve confirmed the issue, we’ll either:

  • Offer a replacement candle, or
  • Arrange a refund to your original payment method

We may ask you to return the item or safely dispose of it depending on the issue. If we need it back, we’ll cover reasonable return postage for faulty/damaged items.

2. Changed your mind? (Cooling-off period)

If you ordered online and you’ve simply changed your mind, you usually have a legal 14-day cooling-off period from the day after your order is delivered to tell us you’d like to cancel, and a further 14 days to send the item back.

To be eligible for a change-of-mind refund:

  • Candles must be unused, unlit and in resaleable condition
  • Packaging should be intact (you can of course open the outer shipping box)

How to cancel:

  1. Contact us within 14 days of delivery at support@wickandword.co.uk and tell us you’d like to cancel your order (you don’t have to give a reason).
  2. Return the candles to us within 14 days of letting us know.

Unless we state otherwise, you’ll need to pay for return postage for change-of-mind returns. We recommend using a tracked service and keeping proof of postage.

Once we receive the candles back in acceptable condition, we’ll refund:

  • The price you paid for the candles
  • The standard delivery cost you originally paid (if any – but not any extra for upgraded shipping).

3. What we can’t take back

To keep things safe and fair for everyone, we usually can’t accept returns for:

  • Candles that have been lit or clearly used
  • Candles that have been partially burned or significantly tested
  • Items returned outside the legal time frames (unless faulty)

If we receive a return that isn’t eligible, we may need to send it back to you and no refund will be issued.

4. Refunds – how and when

Once your return is received and inspected (or once we confirm a fault without needing it back), we’ll process your refund.

  • Refunds are made to your original payment method
  • We aim to process refunds within 14 days of receiving your return or agreeing to a refund, in line with UK law.
  • Your bank or payment provider may take a little longer to show the funds in your account.

If you used a discount code on your original order, your refund will reflect the discounted amount actually paid.

5. Exchanges

We’re a small-batch brand, so we don’t always hold large amounts of stock for like-for-like swaps.

Where possible, we’re happy to exchange an unused candle for a different scent within the change-of-mind period. In that case:

  • You cover return postage to us
  • We’ll send the replacement candle once we receive the original in resaleable condition
  • If the replacement is a different price, we’ll either charge or refund the difference

If an exchange isn’t practical, we’ll simply process a refund and you can place a fresh order for the scent you’d like.

6. How to start a return

To start any return, just email:

support@wickandword.co.uk

Include:

  • Your name
  • Order number
  • Reason for return (faulty/damaged or change of mind)
  • Photos, if something has arrived damaged or defective

We’ll reply with the next steps, including the return address and any prepaid label if we’re covering postage.

7. Your statutory rights

Nothing in this policy affects your statutory rights under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you’re ever unsure, you can also find independent guidance from Citizens Advice or other consumer organisations.