The Hello Guarantee.
Last updated 17 October 2026
If the tap doesn’t open their page the first time, we’ll send a new candle, free. If they don’t love it, tell us within 30 days of delivery and we’ll remake it or refund you.
If the tap doesn’t work
Every Hello tag is tapped twice at our bench before the box is sealed: once to link it to their page, once to check it opens. If it still doesn’t open their page the first time they try, tell us and we’ll send a new candle, free. The QR code on the tap card opens the same page while it’s on its way.
If they don’t love it
Tell us within 30 days of delivery and we’ll remake it or refund you. Because every candle is made for one person, we may ask for a photo of the problem so we can fix it for the next family. More in Refund & Returns.
How to ask
Email support@hellowick.com with your order number (it starts HW-). A person reads every email.
Plain-English policies written for launch. Questions: support@hellowick.com.