Return Policy

All our creations are carefully inspected to make sure they meet our quality requirement. As our products are all individually handmade in small batches, slight imperfections, colour variations & air bubbles might appear by nature. These are not considered a fault but a unique feature to each of our creations and won’t affect, in any way, the normal use of the product.

Returns

We offer 14 days return policy after you receive your order (exceptions may apply). To be eligible, the products must be in the same condition as received, unused, in its original packaging. The materials required to ensure it is packaged securely and the shipping cost are at the customer charge. Customer must also provide a tracking number. To make your return request, please send an email to info@lumila.uk

Once we receive and inspect the order to confirm its eligibility, you will be automatically refunded in the same payment method you previously choose at the checkout and an email confirmation will be sent.

Exceptions: sales, promotions and items marked as ‘limited edition’.

Damages and issues

You must inspect your order upon reception and contact us within the next 24 hours if the item is defective, damaged or if you receive the wrong item. You must provide a description of the damage and photographic evidence to info@lumila.uk

Please note that as our items are handmade, slight imperfections and colour variations may appear by nature. For more information, please visit our FAQ.

Lumila Candles is not responsible for parcels that are left outside in the heat, cold or rain for a long period of time.

Lost and stolen parcels

Once your order has been shipped, we cannot accept responsibility for any lost or stolen parcel.

We do not issue replacements/refunds on items that have been marked as ‘delivered’ by postal services or are unclaimed due to unpaid customs. If your tracking information indicates that the package has been delivered but you did not receive it. Please contact us immediately.

To qualify for an insurance claim for loss packages, customers must have purchased a tracked shipping service. Please reach out to us at info@lumila.uk with your order number and details of your package within 7 days from the date that the package was marked as “delivered” by your postal service.

Parcels returned to sender

The customer is responsible for paying the cost of re-shipping any packages returned to the sender due to issues with delivery and there is no refund possible. If there are postal fees that needs to be paid upon reception of a parcel that is returned to sender, Lumila Candles won’t accept these fees and therefore will refuse to get the parcel back.

Please note that our returns, damages and issues policies only apply to orders shipped within United Kingdom.