Refund & Returns Policy.

Change of mind

Personalised candles can’t be resold, so we don’t take returns of finished candles for a change of mind.

What we put right

Tell us and we’ll remake the candle or refund it if:

• we made a mistake, or the label doesn’t match what you approved (the label preview, or the watercolour proof you approved);
• the tap doesn’t open the page (the Hello Guarantee: we send a new candle, free);
• it arrives damaged.

And under the Hello Guarantee: if they don’t love it, tell us within 30 days of delivery and we’ll remake it or refund you. We may ask for a photo of the problem so we can fix it for the next family.

Damaged in transit

Send a photo of the damage (and the box, if you still have it) within 14 days of delivery. We replace it free. You don’t need to send the broken one back.

Cancelling an order

Until we start making it (before its label is printed), you can cancel for a full refund. Once the label is printed the order is final, and the Hello Guarantee still covers it.

Watercolour labels aren’t printed until you approve the proof, so you can cancel any time before you approve it.

How refunds work

Refunds go back to the card you paid with. We email you when we send one. It can take 5–10 business days to reach your card, depending on your bank.

Shipping is free to one address, so there’s no shipping charge to keep. If we refund only part of an order, the email says which part and why.

How to ask

Email support@hellowick.com with your order number (it starts HW-) and, if something’s wrong, a photo. A person reads every email.