Refund policy
We have an unlimited return policy, however to be eligible for a return, your item must be in the same condition that you received it & unused in its original packaging. You’ll also need the receipt or proof of purchase (order number supplied on email)
To start a return, you can contact us at hello@shelleysbotanicalwaxco.com. Please note that returns will need to be sent to the following address: 35 Cecil Street WN7 3ES
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@shelleysbotanicalwaxco.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
We do not accept returns of wax melts that have broken in transit. Shelley’s Botanical Wax Co cannot be held responsible for any damage caused in transit due to the nature of the product.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@shelleysbotanicalwaxco.com.
At Shelley’s Botanical Wax Co we are confident that you will love our products. However, if there is a problem please contact us as soon as possible & within 14 days of receipt at hello@shelleysbotanicalwaxco.com so we are made aware.
It is important you report any breakages as soon as you receive your order.
There are no time limit on returns, unfortunately they must be made at a cost to yourself & are only accepted unused & in their original packaging. As soon as we receive your return we will issue a refund or an alternative replacement.
We understand that sometimes, items can get damaged in transit. If you receive your order & it is broken, please contact us as soon as possible. We will issue a refund or replacement & return fee.
If you receive a broken ceramic wax warmer, please send us a photo of it & of the parcel it arrived in so we can make a claim to the handling courier.
Unfortunately we can’t accept these returns:
- Snapped wax bars as this can happen in transit once it has left our premises.
- Sample sized wax melts.
- Full sized wax melt packs you don’t like the smell of, we always add a scent description as a guide & sample sizes are available.
- Partially used wax packs.