Refund policy

Replacements and refunds

If your candle arrives damaged
Email us at care@thesolstead.com within 7 days of delivery. Include your order number and two photos:
• The damaged candle still inside the box, before you take it out
• The candle on its own, after you've taken it out
That's all we need to send a replacement free. Nothing needs to be sent back. If you would prefer a refund instead of a replacement, tell us in the same email and we will refund the full amount to your original payment method within 5–10 business days.

If you received the wrong candle
Email us at care@thesolstead.com within 7 days of delivery with your order number and a photo of the label on the candle you received. We'll send the correct one free, and you can keep the one that arrived.

If your package is lost
If tracking shows the package as delivered but it hasn't arrived, or tracking has not moved for 7 days, email us at care@thesolstead.com with your order number. We'll trace it with the shipping carrier and, if it can't be found, send a replacement free or refund you in full.

If the scent isn't for you
We don't accept returns or exchanges for a change of mind. A scented candle can't be resold once it has shipped, so we would rather say that plainly up front. Every scent's notes are listed in the Scent Library so you can read exactly what to expect before you order.

Cancelling an order
Email us at care@thesolstead.com with your order number within 24 hours of placing the order. After 24 hours the order is already in preparation and can no longer be cancelled.

Questions? Email us at care@thesolstead.com. We reply within 48 hours.