Refund Policy
A legal disclaimer
Last Updated: 02.11.2025
Thank you for shopping with EllyRose Candles. Each of our candles is lovingly hand-poured and carefully packaged to ensure it reaches you in perfect condition.
Because our candles are handmade, small variations in colour, scent, or appearance are completely normal — and part of what makes each piece unique.
Returns
Due to the handmade and custom nature of our products, we generally do not accept returns or exchanges unless an item arrives damaged or defective.
If your order arrives damaged, please contact us within 7 days of delivery with the following:
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Your order number
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A description of the issue
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Clear photos of the damaged item and packaging
Once we review your request, we’ll be happy to offer a replacement or refund where appropriate.
Refunds
If your refund request is approved:
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Refunds will be processed to your original payment method within 5–10 business days.
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You’ll receive an email confirmation once your refund has been issued.
Please note: Shipping fees are non-refundable unless the return is due to an error on our part or the item was received damaged.
Exchanges
At this time, we only replace items that are defective or damaged.
If you need an exchange for the same product, please contact us at ellyrosegoodies@gmail.com and include your order details and photos.
Cancellations
Orders may be cancelled within 24 hours of purchase, provided they have not yet been processed or shipped.
Once your order has been dispatched, cancellations are no longer possible.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
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Used candles
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Custom or personalised orders
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Gift cards or sale items
How to Contact Us
If you have any questions or would like to request a return, please contact us at:
📧 ellyrosegoodies@gmail.com
📍 Elly Rose Studio
We’re happy to help and will do our best to resolve any issue promptly.