Returns:
Our return policy is 30 days from purchase, if those 30 days have been bypassed, unfortunately we cant offer you a refund or exchange.
To meet the return requirements, the product must be unused and in the same condition you received it. This includes original packaging.
Further information and Non returnable items:
Prepaid vouchers/gift cards.
Any item returned that has bypassed the 30 day return policy listed above.
For every eligible return, we request to see proof of purchase before any refund/exchange can occur.
If you have any questions relating to the above or to start a return you can contact us via the lets chat icon or via earthlyglow2025@gmail.com.
Damages:
Please contact us immediately via Let's chat or email if the item has arrived in a poor state, damaged/defective. Or if you have received an item which does not match with your original request/purchase in order for us to put things right. We operate with a customer first approach within the boundaries of the policies found on this page. Please keep in mind, each candle is hand crafted by an individual, not a machine. If the label is wonky by half a mm to usual, or if the wick isn't centered perfectly that will be why but it adds to the charm of a true hand crafted candle. No one product is the same as the next.
Any item that shows signs of damage inflicted on purpose or accidental will be rejected in the format of a return/exchange/refund. We can not and will not be held responsible if you drop and smash the item or have purposely damaged it. For example, if you contact us stating you dropped the item or threw the item and it smashed or dented unfortunately that is out of our control, therefore no refund/exchange will be granted. However, if the product has arrived damaged fresh out of the packaging, which could have occurred during transit then we are more than willing to solve the matter the best we can within our policy boundaries. We'd request photos of the item/packaging and proof of purchase before we can start a return/exchange.
Exchanges:
We will only replace items that have arrived damaged/defective and are shown as such via let's chat or email (earthlyglow2025@gmail.com).
Please contact us immediately so that we are able to rectify the issue.
Refunds:
For if you change your mind, understandable (within the 30 days),once we have received and inspected the returning item, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment, within a reasonable time frame. Please note, if you are returning an item due to the above, you will be responsible for the return postage costs. We will not refund any postage/shipping costs in the result of the above type of refund. We will only cover postage costs or offer a partial refund if an item is faulty by default or has arrived damaged.
Merch purchases:
These items on our website are produced on-demand. Once an order is placed, we will usually complete the product in 4-8 business days. In certain cases, we will have a high volume of orders, or a special-order garment, and will need more time. If your order is part of a pre-order, it will be produced usually 7-10 days after the store closes, and distributed soon after.
Can i have a refund or exchange my product?:
We will issue refunds for orders that are defective, e.g. misprints, receiving the wrong color or size, or holes in the garment. If a return or exchange is requested, we will review the request and determine if a refund or exchange will be given. Refund/exchange requests must be made within 30 days of the purchase.
No refunds will be given for mistakes made outside of our control. This includes you ordering a wrong size, style, or color. We print the exact number of garments, based on the orders that came in, and we will not have extras.
Please review your order before you finish checkout to avoid any issues. We will also send an e-mail with details about your order immediately after your order is placed, and if there are any discrepancies in your order at that point, please contact us to make a change.
After you have received the product and say it doesn't fit then unfortunately that is out of our control, we cant be responsible for you ordering the wrong size/colour/product. We have clear measurements listed on the merch products. With each product from the merch section being printed per purchase on demand, no refunds can be made due to you changing your mind in regards to these particular products. We understand this can be frustrating, but unfortunately these products are made per order by a third party who only accept returns if the wrong product was sent out by mistake or if there's a default. If the wrong product was sent or if was misprinted, you contact us and we will deal with them directly and a refund would/will be issued within 14 days of them accepting the return. To HIGHLIGHT, IF YOU DONT LIKE IT, CHANGED YOUR MIND, ORDERED THE WRONG SIZE. NO REFUND/EXCHANGE CAN TAKE PLACE FOR ANY OF OUR MERCH PROUCTS AS ITS OUR THIRD PARTY'S POLICY AND ITS A PRINT ON DEMAND SERVICE. You are responsible for reading our refund policy prior to any purchase. Its listed on the main page and is easily accessible. By going ahead with a purchase, you are in turn acknowledging/accepting our policy's.