Refund and Returns Overview

Here at Je t’aime candle we do our best to make our customers happy. If for any reason you are not satisfied with your purchase, please get in touch and we will do our very best to solve any issues.  

Due to the nature of our products, used candles cannot be exchanged or refunded. Please note we also do not offer refunds on change of mind purchases, and cannot exchange or refund personalised/ custom candles.

Personalised/custom candles are non-refundable.

Anything that’s made to your specific requirements, is personalised/custom or otherwise can’t be resold due to a bespoke element.

We are unable to accept returns for personalised/customised orders unless faulty/damaged.

OUR POLICY

1. Orders must be returned to us within 14 days from date of purchase (as indicated on your order).

2. Items must be returned in their original condition. This means the candles must be unburnt, containing all packaging and have no stains or marks. The materials required to ensure it is packaged securely.

3. No returns or exchange for items purchased using a credit note and sale items, as well as gift cards.

4. Store credit is valid for 12 months from date of issue and cannot be used in conjunction with any other offers.

5. The customer must cover for the cost of the return shipping. Je t’aime candle will not be held responsible for parcels that are lost and cannot be traced with a tracking number. Postage labels that have been used to get the parcel to you are non – refundable , as this is a service provided by Royal Mail , UPS or Hermes, and they do not make refunds for used services. 

In the event that an item is returned in a condition not satisfied by our criteria above, we will have to send it back to you and this may incur additional costs.

​If you wish to return your purchase, please contact us at info@jetaimecandle.com including your name, order number and the reason you wish to return

Exceptions; Sales, promotions, items marked as ‘limited edition’, DIY Kits and tealight samples will not be eligible for returns.

All of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles cannot be returned or refunded. Je t’aime Candle is not responsible for parcels that are left outside in the heat, cold or rain for a long period of time. 

Returns

Non-personalised Candles
If you should change your mind about your non-personalised/custom purchase, then you MUST notify us within 14 days of delivery and return by 28 days. You MUST notify us via email to info@jetaimecandle.com, before returning ANY item. Please state in the email:

Your name
Order/invoice number
Reason for returning the item/s

Please ensure all items are returned, unused, in their original packaging. If there is any sign of use we will be unable to accept the return.

Unless the item/s is faulty, the customer will pay for return postage, packing and any loss in value if an item isn’t returned in original condition. If the item/s is faulty then we will refund your return postage and packing costs.
On receipt of the returned item/s, we will issue a refund within 10 working days. The refund will be made via the original method of payment.
This does not affect your statutory rights.

Damages and issues

We are NOT responsible for lost or damaged package. Once your item has been marked shipped, we no longer have control of it. Customers can purchase insurance via Route during checkout if you are worried about your package getting lost or damaged (we highly recommend this option during the holiday season).

Exchanges

We do not accept exchanges at the moment. 

Parcels returned to sender

The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to issues with delivery and there is no refund possible. If there is postal fees that needs to be paid upon reception of a parcel that is returned to sender, Je t’aime Candle won’t accept these fees and therefore will refuse to get the parcel back.

Lost and stolen parcels

Once your order has been shipped, we cannot accept responsibility for any lost or stolen parcel. 

We do not issue replacements/refunds on items that have been marked as ‘delivered‘ by postal services or are unclaimed due to unpaid customs.

To qualify for an insurance claim for loss packages, customers must have purchased a tracked shipping service. Customers can purchase insurance via Route during checkout if you are worried about your package getting lost or damaged (we highly recommend this option during the holiday season). We are NOT responsible for missing packages.

Please note that our returns, damages and issues policies only applies to orders shipped within United Kingdom.

Need help?

Contact us at info@jetaimecandle.com