Returns & Customer Service Policy

Returns and Customer Service Policy

Returns & Customer Service Policy

Returns Policy

I will accept returns, exchanges and cancellations but would hope to have the opportunity to rectify any issues prior to this happening and would expect you to have looked in our Info, care and FAQ sections prior to reporting an issue.

We pride ourselves not only on exceptionally high levels of customer service but also in the care and attention we put into each and every product. Every element of your product will have been handmade so there may be variation in things like colour but none of our creations leave until we are happy with them. Soy waxes can also frost on the surface. This is actually a sign of the purity of the wax. The less additives in a wax the more susceptible to frosting it will be.

Our waxes contain NO additives. They are 100% Pure natural Soy.

Please also pay particular attention to the information on wick care and how to use our candles and Wax Melts. You can not just light and leave. Candles are organic items and need pre and post burning care.

These steps are clearly set out in this guide.

Contact me within: 
3 days of delivery

Return items back within: 
7 days of delivery

Request a cancellation within:  
2 days of purchase

No refunds will be issued until an item is returned.

The following items can’t be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:

Custom or personalised orders

Conditions of return

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Questions about your order?

Please contact me if you have any problems with your order.

Please contact us via info@loweandco.co.uk if there is anything you are unsure about or you have specific requirements.

We also monitor all social media channels and can be contacted through any of them.

Facebook – www.facebook.com/LoweandCoCandlesandMelts
Instragram – www.instagram.com/loweandcocandles
Pinterest – www.pinterest.co.uk/LoweCoCandles/
Twitter – www.twitter.com/LoweCoCandles
Etsy – www.etsy.com/uk/shop/LoweandCoCandles

We also have a Contact us form in the FAQ Section

We pride ourselves on having great customer service and response times and will do whatever we can to meet any specific requirements you have.