Refund policy
We hope that you are delighted with your purchase(s).
Please read through our refund and exchange policy carefully.
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at info@inhispresence.co.uk with photos of wrong/damaged or misprinted items within 4 weeks after the product has been received and we’ll get back to you with a resolution as soon as possible!
In your email to us please provide your name, contact details and your order number, and any other details you may have about your order. Items sent back to us without first requesting a return will not be accepted.
To start a return, you can contact us at info@inhispresence.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Unfortunately we cannot refund or replace candles that have been used. You can always contact us for any return question at info@inhispresence.co.uk
Damages and issues with candles.
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.
We do our best to ensure that your candle arrives to you protected, however if there are any damages within transit, we will replace or refund candle products damaged during delivery if photographic proof of damage is sent to us within 48 hours of delivery. Unfortunately we cannot refund or replace candles that have been used.
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. Please remember it can take some time for your bank or credit card company to process the refund too.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
At this time, we don't offer exchanges except for our candles, please see info below. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at info@inhispresence.co.uk within a week after receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund!
You are welcome to exchange your unused candle for another candle of the same size and price within 30 days of purchase. The buyer is responsible for the delivery cost on all returned items. If your candle package arrives damaged you may return your unused candle(s) for a full refund within 14 days of delivery. Please contact us for further details.