Refund Policy
This page details the circumstances, conditions and agreements that must be in place, met and adhered to by the customer in order to first apply for a refund.
Flicker Candle Studio reserves the right to approve or deny these requests on a case by case basis.
Where possible, fair and just Flicker Candle Studio will always aim assist customers in this process and provide the highest level of customer service..
Returns
Flicker Candle Studio will gladly accept returns based upon valid reasoning for a product to be deemed unwanted/unsatisfactory.
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Contact must be made within 14 days of delivery and the item must be returned within 30 days of delivery.
DO NOT return an item without a) Initiating contact with Flicker Candle Studio requesting a return; b) Acknowledging the response to your request from Flicker Candle Studio. Failure to adhere to these stipulations will affect your refund.
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Further information on returns can be found on our Shipping & Return Policy.
Shipping - Apparent Loss
In regards to the apparent loss of a parcel during shipping by the courier a refund OR​ replacement may only be processed if;
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- The full length of the estimated shipping + 10 days has passed and the parcel has not arrived. (Peak times, strikes and other circumstances make this liable to change). The + 10 days is the stipulation set out by Royal Mail
- The tracking (UK & Northern Ireland, International Tracked) displays an issue in relation to loss/upon an investigation of the issue shown the parcel is deemed lost by the courier.
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The customer is responsible for;
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- The monitoring of Tracking (UK & Northern Ireland Only) and reporting any issues to Flicker Candle Studio in a timely manner.
- Reporting a parcel has not arrived (providing the full time of estimated shipping has passed).
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If a parcel is still shown as 'In Transit' on its Tracking a refund will not be processed until a) the parcel is returned to Flicker Candle Studio, b) the parcel has been stuck on its current tracking section for over a week (Subject to individual countries), C) an investigation is launched and the result is that the parcel is indeed lost.
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Please note that International Economy Shipping does not cover any lost parcels. More info on this can be found in our Shipping Policy.
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Failure to report an issue within a timely manner may affect your ability to be refunded OR your replacement.
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Further information on returns can be found on our Shipping & Return Policy.
Shipping - Damages
It sucks your item has arrived damaged! Let's try to sort that.
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In order to be eligible for a refund/replacement you must;
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- Contact Flicker Candle Studio immediately upon discovery of any and all damages.
- Provide photographic evidence of a) the outer packaging, b) the packaging of the item c) the damage caused to any and all parts of the item itself.
- Retain (when safe to do so) the item in case further photos may be required.
- If requested provide Flicker Candle Studio with further evidence of damages - this may be a request in the form of further photos, or videos etc. Failure to provide these upon request may affect your refund/replacement.
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In order to receive a full refund OR replacement your item must be unfit to use/unfit for purpose/unsafe for use.
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Hypothetical examples of possible courses of action;
- A candle (glass/tin) received with a broken lid. The candle and vessel itself are undamaged. = A new lid is shipped.
- Candle vessel is cracked (glass) or significantly dented (tin). = Replacement/Refund.
- Label has been damaged/torn etc during shipping. = A new label will be shipped.
- Augeo-based item has leaked significantly. = Replacement/Refund.
- Augeo-based item has had a minor leak causing damage to label. = A new label was shipped (The customer specifically requested this instead of the offered replacement).
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These examples are provided based on previous interactions and instances of parcels arriving damaged. The action(s) implemented in damage reports will vary on a case-to-case basis.
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Please note without photographic evidence of damages refunds/replacements WILL NOT be granted.
Contact
Any issues not covered above will be dealt with on a case-by-case basis.
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To report this, or any of the issues mentioned above please contact us at customerhelp.flickercandlestudio@outlook.com
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