Refund policy
We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.
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.
To start a return, you can contact us at info@lostworldcandles.com.
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. Items sent back to us without first requesting a return will not be accepted.
We do not accept used items for return or refund, nor do we accept change of mind returns.
We accept no responsibility for dissatisfaction with fragrance, as this is subjective and unable to be proven to be a defect.
You can return undamaged and unused items at our expense if your order is incorrect, and we will offer an exchange or refund. Please contact us within 14 days of receiving your parcel.
You can always contact us for any return question at info@lostworldcandles.com.
Please Note: As our products are seasonal, it is important that you contact us for any returns or order corrections within 14 days. If you contact us outside of this time frame, we cannot guarantee that the seasonal products will still be available.
Damages and Loss
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.
If you have received your order and it is damaged, please contact us within 7 days of receiving your order so we can help. You will need to provide photographs of the damaged items, as well as your order number and tracking number.
A refund will be offered in the case of lost parcels, after we have investigated through postal services and waited an appropriate amount of time for the parcel to arrive.
We do not consider a parcel to be missing until 5 weeks have passed. At which point, please contact us so we can try and locate the parcel.
Please Note: As our products are seasonal, it is important that you contact us for any returns or order corrections within 14 days. If you contact us outside of this time frame, we cannot guarantee that the seasonal products will still be available.
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.
We do not accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.