Deliveries and Returns

Delivery

Retail customers: within 30 days
Wholesale customers: within 5 working days

Include your order number and photos so we can resolve it quickly.

Retail Returns (Consumers)

Can I return my order?
Yes — you can cancel your online order within 14 days of receiving it.
How long do I have to send items back?
Once you notify us, you have 14 days to return the items.
What condition must items be in?
Items must be unused, unopened and in their original packaging.
Do you refund delivery costs?
Delivery costs are refunded only if the item was faulty or incorrect.
Who pays for return postage?
Customers pay return postage for unwanted items. If the item is faulty, damaged or incorrect, we cover the return cost.
When will I receive my refund?
Refunds are issued within 14 days of receiving your returned items.
What if my item is faulty?
If your item arrives damaged or develops a fault within 30 days, you’re entitled to a refund or replacement.

Wholesale Returns (Business Customers)

Can I cancel a wholesale order?
Wholesale orders cannot be cancelled once confirmed unless agreed in writing.
What if my wholesale order is damaged or incorrect?
Faults or damages must be reported within 5 working days. We will replace or credit affected items once assessed.
Do you accept returns of non‑faulty wholesale goods?
Only if agreed in advance. Items must be unused, unopened and in resaleable condition.
Non‑Returnable Items
Which items cannot be returned?
For hygiene and safety reasons, we cannot accept returns of:

Used or opened candles, diffusers or wax melts
Custom or personalised items
Products not in original packaging
Items purchased through third‑party stockists

How to Start a Return

How do I begin a return?
Email us with:

Your name or business name
Order number
Items you wish to return
Reason for return
Photos (if damaged or faulty)

Email: info@kaiacandle.com
Where do I send returns?
KAIA Candle Company 15 Carlaverock Grove Tranent EH33 2EB