Refund policy

You have 30 days from the day your order arrives to ask for a return.

What I can take back

The item needs to be unused and in its original packaging, with proof of purchase. Candles are impossible to assess once they've been lit, which is the reason for that.

To start a return, email me at hello@houseoftwotrees.com and I'll tell you where to send it. Please don't post anything back before asking — parcels that turn up without a return agreed can't be accepted.

If it arrives damaged or wrong

Check your order when it arrives and email me straight away if anything is broken, faulty, or not what you ordered. A photograph helps. I'll put it right — I'm not going to argue with you about a smashed jar.

What I can't take back

• Gift cards
• Anything that's been lit or used
• Anything made or personalised specifically for you
  

Refunds

Once your return reaches me I'll check it and email you either way. If it's accepted, the refund goes back to your original payment method. That usually takes about ten working days from my end, though banks can be slower to show it.

Your legal rights

None of this affects your statutory rights as a consumer.