Refund policy

You are entitled to a refund or exchange for items you purchase from La Jolie Candle Boutique if:

(a) the candle arriving broken (damaged in transit/post) please send us photo of the damages.
(b) If you receive the wrong item 

We have a 14-day return policy, to be eligible for a refund or exchange, your item must be in the same condition that you received it, unused and in its original packaging. 

We only accept replacement or refunds for damaged items,  or wrong item.

Circumstances buyer is not eligible for refund or replacement:

Order still in transit to you
Order lost by the postal service - if the item is verified as successfully delivered, we cannot process a refund for you. -  We recommend contacting the delivery company directly.
Candle not arriving within/after the estimated delivery time.
Frosting-white marks
Bubbles, Marks/small chips in candles
Not strong enough scent
Discolouring of wax - (yellowing or fading)
Wax tunnelling
Not the size/colour expected (Candle sizes given are approximate, and candle colours are custom mixed, and can occasionally turn out lighter or darker than in the photos, as no colour mix is ever exactly the same).
Candle broken by you
Candle burns too quickly

Exclusions:
Items altered, used, or discarded after receipt
Items returned without advance agreement
Accurate items that don’t meet personal expectations
In-person purchases or off-platform payment

Cancellations
Buyers may request cancellation via contacting us on email before the order ships. Only the seller is permitted to cancel orders.

If you would like to replace or cancel your item please contact us via our contact form here with your name, order number, you will be requested to provide photos of evidence of damages.

Please also indicate whether you would like a replacement or refund of your item.

Shipping fees and discounts are non-refundable

If your refund is approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process the refund too.

RETURNS PROCESS
Need to return an item for replacement or refund?
La Jolie Candle Boutique will provide you the return address for the item to be sent back to Australia.
We recommend you send your goods back using a trackable delivery service as La Jolie Candle Boutique does not accept responsibility for items lost in transit. You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable.

We can't guarantee that we will receive your returned item and cannot refund returned orders which we don't receive or damaged in transit.

Once your return items are received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund or exchange.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Refunds will be credited against your original method of payment, excluding delivery charges & any promotional codes/discounts used.

Please note that we do not process refunds in advance of returns parcels arriving at our facilities under any circumstances.

Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Refunds can take up to 5 to 10 business days to process from approval of refund. 

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us here