Return & Refund Policy
Welcome to Sol Candles! We are delighted that you’ve chosen our handmade candles and homeware to brighten up your home or gift to someone special. We want to ensure you have an enjoyable and hassle-free shopping experience, and this policy outlines everything you need to know about ordering with us.
1. Ordering Process
How to Order: Simply browse our collection of handmade products, select your favorite scents, sizes, and quantities, and add them to your shopping cart. Once you’re ready, proceed to checkout to complete your purchase.
Order Confirmation: Once your order is placed, you will receive an email confirmation with your order details. Please double-check all information for accuracy. If you need to make any changes, contact us immediately.
2. Payment Methods
We accept a variety of secure payment methods:
Credit and Debit Cards (Visa, MasterCard, American Express)
PayPal
Apple Pay
Google Pay
Most Other Major Payment Options
All payments are securely processed to ensure your personal information is protected.
3. Shipping & Delivery
Processing Time: As our products are handmade with care, please allow 1-3 business days for order processing. Custom orders may take a bit longer.
Delivery Time: Domestic orders typically arrive within 1-4 business days depending on delivery option selected. International shipping times may vary depending on your location and customs regulations.
Delivery Costs: Shipping fees are calculated at checkout based on the weight and destination of your order. We offer free shipping for orders over a certain amount (e.g., £40) and occasionally run promotional shipping discounts.
Tracking Your Order: You will receive a tracking number once your order has shipped, allowing you to monitor your delivery's progress.
4. Return & Exchange Policy
We want you to be completely satisfied with your handmade candles. If for any reason you're not happy with your purchase, here’s how we handle returns and exchanges:
Returns: You can return unused, unopened products within 14 days of receiving your order for a full refund or exchange. The product(s) must be in its original packaging and condition.
Exchanges: If you need to exchange a product, please contact us within 14 days of receiving your order. If the exchange is due to a defect or mistake on our part, we will cover the return shipping.
Damaged or Defective Items: If your product arrives damaged or defective, please reach out to us within 14 days of delivery with photos of the damage. We’ll either send you a replacement or issue a full refund.
Non-returnable Items: Custom or personalized products are non-returnable, unless damaged or defective upon arrival.
5. Cancellations
Order Cancellations: We strive to process orders quickly, so if you wish to cancel your order, please contact us within 24 hours of placing it. Once your order has been processed or shipped, cancellations may not be possible.
6. Custom Orders
We love creating unique, custom products! For special requests (e.g., custom scents, colors, packaging), please contact us directly before placing your order. Custom orders may require additional processing time.
Custom products are non-refundable unless defective.
7. Privacy & Security
Privacy: We respect your privacy and will never share your personal information with third parties, except for order fulfillment purposes. Your details are kept confidential and are used solely to process your order.
Security: Our website is secured with SSL encryption to ensure that all payments and personal information are kept safe.
8. Customer Support
We are here to help! If you have any questions or concerns, feel free to reach out:
Email: info@solcandles.com
Our team will be happy to assist you with any inquiries or issues.
9. Changes to the Policy
We reserve the right to update or modify this policy at any time. Any changes will be reflected on this page, and the updated policy will apply to all orders placed after the change.
Thank you for choosing Sol Candles. We truly appreciate your support and look forward to providing you with the highest quality handmade candles!