Return and Refund Policy:

RETURNS: If you find your product unsatisfactory, you can take advantage of our 14-day return policy. This means you have a window of 14 days from the date of receiving your item to initiate a return or exchange. Please be advised: WE WILL NOT ACCEPT RETURNS ON CANDLES THAT HAVE BEEN LIT FOR ANY REASON! To initiate the process, kindly reach out to us at help@williscandleshop.com to start the return process. Please provide an explanation for your return or exchange request with photos of the product. Once we receive and inspect your requested return or exchange, we will promptly inform you about the approval status of your potential refund or exchange. If approved, the refund will be automatically processed through your original payment method within 5 business days. Keep in mind that your bank or credit card company may require additional time to complete the refund posting. Should more than 10 business days pass after the approval of your return without receiving the refund, please contact us at help@williscandleshop.com.

DAMAGED PRODUCTS: Kindly examine your order upon receipt, and promptly notify us if you encounter any defects, damages, or if there is an error in the items received. This allows us to assess the situation and take necessary steps to rectify any issues.

In the event that your order arrives damaged, we request that you contact us via email within 72 hours of receiving the order. Please include photos depicting the damage, along with a detailed description. It is crucial to report any damage within this timeframe and before using the product for the first time.

For all return, refund, or exchange requests, please ensure you have the receipt (packing slip) or proof of purchase available.

EXCLUSIONS: Exceptions: Regrettably, we are unable to process returns for items purchased on sale or gift cards.

It's important to note that items such as candles, wax melts, and related products have the potential to soften or melt when exposed to warm temperatures during shipping. We cannot assume liability for products affected by melting during prolonged exposure to high temperatures. We highly recommend arranging for your order to be delivered to a climate-controlled location, such as a business or residence, where someone can promptly receive the package. If packages are left outside in hot weather, there is a risk of candles and related items melting, and we cannot be held responsible for any resulting damage.

Please be aware that shipping fees are not reimbursed under any circumstances. Additionally, discontinued items, clearance items, limited collections/releases, and gift cards are considered final sales and do not qualify for returns, refunds, or exchanges.

For any inquiries regarding returns, feel free to contact us at help@williscandleshop.com.

To learn more about who we are and what we stand for, visit our About Us page.

Frequently Asked Questions

Do you offer free shipping, and are there any exceptions?

We offer free standard shipping on all U.S. orders over $75, including all 50 states, APO/FPO/DPO, and U.S. territories. Orders of $75 and under are shipped at a flat rate. Expedited shipping options are available for an additional fee, but may not apply to all orders or destinations. Shipping fees are non-refundable.

Can I return or exchange my candle if I’ve already burned it?

No. Returns or exchanges are only accepted on candles that have never been lit. If you have burned the candle, it is not eligible for return or refund. All return requests must be initiated within 14 days of delivery and follow the guidelines outlined in our policy.

What should I do if my order arrives damaged or melted?

If your order arrives damaged, please contact us within 72 hours of delivery at help@williscandleshop.com with photos and a description of the issue. For melting due to hot weather, we recommend shipping to a climate-controlled address, as we cannot accept liability for melting caused by heat exposure after delivery.