FAQ

We are really sorry about that! But no problem - please simply send a email to the helpdesk. You also have the option of requesting a replacement delivery or a refund. We will get back to you as soon as possible!

If you have received an incorrect item, please contact us via our helpdesk. Please let us know which products you have received and send us photos of the incorrectly received products. This will enable us to compare them with your original order and help you with the further process.

Our warehouse regularly carries out quality checks on our products so that we are constantly working to send you the best quality products. Please note that small cracks may form in your candle - this is a normal physical behavior of the candle, as wax contracts slightly due to cold, e.g. during transport, so that it sits loosely in the glass and crumbles at the edge or even leaves wax residue on the edge of the glass. However, as soon as you light the candle and the wax softens, these residues should disappear. Your candle is therefore still fully functional and will burn normally - neither the fragrance nor the burning time will be affected. If you are still not satisfied with one of your products, you can contact us via our helpdesk. So that we can check the damage or defect, we would also like to ask you to upload a picture of the product. We will then get back to you as soon as possible!

Even if we always pack our products as well as possible to avoid damage, it can always happen that minor defects occur in your products due to temperature fluctuations during transportation or the transportation itself. Even if the function of your product is not limited by a minor defect, we understand that our products also have a decorative function or are not suitable as a gift. If you do not wish to keep your product in this condition, you are welcome to return it free of charge via our helpdesk. As soon as we have received your return with the product, you will receive a full refund. Please note that products that have already been used are excluded from the refund.

If you are not 100% satisfied with your last purchase, you can return the unopened and unused products (including gift sets) in their original condition within 60 days of receiving your order for a full refund.

Your refund will be released as soon as your return has been checked and processed. This process can take up to 14 days after receipt of the goods in the warehouse. Even if the tracking shows that your package has been successfully delivered to our warehouse, it does not mean that the refund will be issued immediately. The amount will be refunded to the payment method used for the purchase. If you have returned something and have not received a refund from us within 14 days of receiving the goods, please contact us and have your consignment number ready. The best way to do this is to use our helpdesk.

Unfortunately, for technical reasons we are unable to exchange items. However, you are welcome to return an unwanted item to us for a refund. You can then place a new order with the desired item.