Return and Refund Policy

Last Update: July 2026

We stand behind every candle we make, but we also know that sometimes a return is simply the right call, whether a scent wasn't quite what you expected, or something arrived not-quite-right. Here's exactly how returns and refunds work.

Return Window

You have 14 days from the date of delivery to start a return.

Return Eligibility

To keep things fair and safe for every customer, returned candles must be:

  • Unused and unlit: once a candle has been burned, we're unable to resell or safely reprocess it.
  • Returned in their original packaging
  • In resalable condition, free from damage, excessive handling, or alteration
  • Accompanied by your order number or proof of purchase

Both standard and personalized candles qualify for return under these conditions, and sale or clearance items are eligible for return on the same terms as regular-priced items.

What Can't Be Returned

For hygiene, safety, and quality reasons, we're unable to accept returns on:

  • Candles that have been lit, burned, melted, warmed, or otherwise used
  • Items returned without their original packaging
  • Items damaged due to inadequate return packaging on the way back to us
  • Items returned more than 14 days after delivery
  • Gift cards

If you're ever unsure whether your item qualifies, reach out before sending anything back, and we're happy to check.

Return Authorization

We ask that you request return authorization before mailing anything back to us. This helps us keep track of incoming returns and makes sure your refund doesn't get delayed.

How to Start a Return

  1. Email our support team with your order number and the reason for your return.
  2. We'll confirm your return is eligible and send you instructions for where to send your item.
  3. Once we receive and inspect the item, we'll process your refund.

Return Shipping & Restocking Fee

Return shipping is the customer's responsibility, and we don't currently provide prepaid return labels. A restocking fee equal to the cost of your original shipping charge will be deducted from your refund, which helps us cover the cost of getting your order to you in the first place.

If a Return Doesn't Meet Our Requirements

If an item comes back to us in a condition that doesn't meet the eligibility criteria above, for example if it shows signs of use, we'll reach out to let you know. In some cases, we may still be able to offer a partial refund rather than rejecting the return outright, but this is handled case by case.

Exchanges

We don't currently offer direct exchanges. If you'd like a different scent or size, the easiest path is to return your original item for a refund and place a new order for what you'd like instead.

Refunds

Once we've received and approved your return, refunds are issued to your original payment method within 5 working days. Original shipping charges are non-refundable. In select situations, such as account-level adjustments, a partial refund may be issued at our discretion.

Wrong or Defective Items

Mistakes happen, and if we've sent you the wrong item or something arrives defective, we want to make it right. Please contact us within 72 hours of delivery with your order number and photos of what you received, and we'll arrange a replacement at no additional cost to you.

Missing Items

If your order arrives and something's missing, let us know within 72 hours of delivery with your order number and details of the missing item(s), and we'll get it sorted.

Need Help With a Return?

If you have any questions or concerns about a return, refund, or cancellation, reach out by email or through our contact form. Our team is always happy to help.

Business Information

The Whimsical Wicks Co.  (operated by Utterly Useless LLC)

Address: 27 Pleasant Street, Newfields, NH 03856, United States

Email: hello@whimsicalwicksco.com

Support Hours: Monday-Saturday, closed Sundays · Eastern Time (EST)