Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at helpbydiamondember@gmail.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at helpbydiamondember@gmail.com

🔒 Refund & Return Policy (Protective & Fair for Handmade Items)

Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery with photo evidence. We will evaluate your claim and work with you to find a fair resolution.

Important Note:
Because our candles are handmade in small batches, variations in color, scent, or appearance are normal and not considered defects. Due to the artisanal nature of our products, we do not accept returns or offer exchanges for reasons such as change of mind, scent preference, or misuse.

Replacements Are Not Guaranteed.
We reserve the right to determine if a product qualifies for a replacement or refund. In most cases, damaged or defective items will be replaced with store credit (gift card), not refunded to the original payment method. Shipping costs are non-refundable.

Custom & Special Orders:
All custom-made items or large special orders are final sale. Refunds or store credit for these will only be considered if the item is defective and at our sole discretion after review.

🚫 Not Eligible for Refund/Replacement:

  • Claims made after 48 hours of delivery.

  • Used candles or candles burned improperly.

  • Orders with incorrect addresses provided by the customer.

  • Minor imperfections that do not affect functionality (e.g., frosting, small air bubbles).

  • Claims without photo/video evidence.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at helpbydiamondember@gmail.com.