Refund policy
Returns
We do not accept returns or exchanges, as our products are handmade and often made-to-order.
The only exception is for items that arrive damaged during transit. If this happens, please contact us within 7 days of delivery so we can make it right.
You can contact us at mellocandles.shop@gmail.com.
Damaged Items
To report a damaged item, email us at mellocandles.shop@gmail.com and include the following:
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Your order number
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Clear photos of the damaged product and packaging
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A brief description of the issue
Once reviewed, we’ll offer a replacement or a full refund—whichever you prefer.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Please note that, apart from damage during transit, we do not accept returns under any circumstances. This ensures the quality and integrity of our products for all customers. We appreciate your understanding and cooperation in this matter.
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 mellocandles.shop@gmail.com.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Questions?
If you’re unsure about anything before placing an order, or need help after receiving your package, don’t hesitate to reach out at mellocandles.shop@gmail.com. We’re here to help.