Story in a Flame

Returns & Refunds Policy

Our Promise

We hope you love every Story in a Flame creation. If something isn't right, we're here to help and will always do our best to make it right.

Your Right to Return

If you purchased your order online, you may return unused items within 14 days of receiving your order. To be eligible for a return, products must be unused, in their original packaging and in a resaleable condition.

Items That Cannot Be Returned

For hygiene and quality reasons, we cannot accept returns of candles, diffusers, wax tablets or car diffusers that have been been used, lit, opened or damaged after delivery, unless they are faulty or not as described.

Damaged or Incorrect Orders

If your order arrives damaged, defective or you receive the wrong item, please contact us within 48 hours of delivery. Include your order number, a description of the issue and clear photographs of the product and packaging. We will arrange a replacement or refund where appropriate.

How to Request a Return

Email us at hello@storyinaflame.co.uk with your order number and reason for the return. If your return is approved, we'll provide instructions for sending the item back.

Return Shipping

Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning items. We recommend using a tracked postal service, as we cannot accept responsibility for returns lost in transit.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome. Approved refunds will be issued to your original payment method within 14 days of receiving the returned goods or proof of postage, whichever comes first.

Fragrance Preference

Because fragrance is a personal preference, we cannot offer refunds simply because a scent was not what you expected once opened or used. We encourage customers to read each fragrance description carefully before purchasing.