Refund policy

Return & Refund Policy

Effective Date: 03rd August 2026

Thank you for shopping with Fia & Flame. Every candle is carefully handcrafted and inspected before it is shipped. We want you to love your purchase, and if something isn't right, we're here to help.

1. Returns

You may request a return within 7 days of receiving your order.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • The candle must not have been lit or used.
  • The product must be returned in its original packaging where possible.
  • You must provide proof of purchase (order confirmation or receipt).

For hygiene and safety reasons, we cannot accept returns of candles that have been burned, used, or altered unless they are faulty.

 

2. Non-Returnable Items

The following items cannot be returned unless they are faulty or damaged:

  • Used or burned candles
  • Personalised or custom-made candles
  • Gift cards
  • Clearance or final sale items (if applicable)

 

3. Damaged or Incorrect Orders

Please inspect your order upon delivery.

If your order arrives:

  • damaged,
  • defective,
  • or you receive the wrong item,

please contact us within 48 hours of delivery.

Include:

  • Your order number
  • A description of the issue
  • Clear photographs of:
    • the product,
    • the packaging,
    • and any damage.

If approved, we will offer one of the following:

  • a replacement,
  • a refund,
  • or another suitable resolution.

 

4. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If your return is approved, your refund will be processed to your original payment method.

Please allow:

  • 3–5 business days for us to inspect the return.
  • Additional time for your bank or card provider to process the refund.

Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

 

5. Return Shipping Costs

If you are returning an item because you changed your mind, you are responsible for the return shipping costs.

If the product is faulty, damaged, or we made an error with your order, Fia & Flame will cover the reasonable return shipping costs or provide an alternative solution.

 

6. Order Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has been shipped, it cannot be cancelled. You may request a return after delivery in accordance with this policy.

 

7. Natural Variations

Our candles are handmade.

As a result, slight differences in:

  • colour,
  • fragrance intensity,
  • finish,
  • decoration,
  • or appearance

are natural and are not considered defects.

These unique characteristics are part of the handcrafted nature of our products.

 

8. Safety

For safety reasons:

  • Never leave a burning candle unattended.
  • Keep away from children and pets.
  • Follow all candle care instructions included with your purchase.

Damage caused by misuse or failure to follow safety instructions is not covered by this policy.

 

9. How to Start a Return

Please contact us before returning any item.

Email: rashmisavita16@gmail.com

Please include:

  • Order number
  • Full name
  • Reason for the return
  • Photographs (if applicable)

We will provide return instructions once your request has been reviewed.

 

10. Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws in Ireland or the European Union.