Returns Policy

1. Eligibility for Returns

We want you to be completely satisfied with your purchase. If you’re not, here are the details on how to return or exchange an item:

• Unused and Unopened Items: You can return any unused and unopened items within 14 days of purchase for a full refund or exchange.
• Defective or Damaged Items: If you receive a defective or damaged item, please contact our customer service team within 7 days of delivery. We’ll arrange for a replacement or refund.

2. How to Initiate a Return

To initiate a return, follow these steps:

1. Contact Customer Service: Reach out to our customer service team via email or phone. Provide your order number and details about the item you wish to return.
2. Return Authorisation: Once approved, we’ll provide you with a return authorisation number. Please include this number with your return package.
3. Packaging: Pack the item securely in its original packaging. Include any accessories and documentation.
4. Shipping: Ship the item back to us using a trackable shipping method. You are responsible for return shipping costs unless the item is defective or damaged.

3. Refunds and Exchanges

• Refunds: Once we receive your return, we’ll inspect the item and process your refund within 5 business days. Refunds will be issued to the original payment method.
• Exchanges: If you’d like to exchange an item, please specify the replacement item when contacting customer service. We’ll ship the new item once we receive your return.

4. Exceptions

• Final Sale Items: Items marked as “final sale” are not eligible for returns or exchanges.
• Personalised or Customised Items: Custom-made or personalised items cannot be returned unless they are defective.

5. Contact Us

If you have any questions or need assistance, feel free to our customer service team:

• Email: contact_us@lilly-jocandles.com
• Phone: 07359205659