Returns

You may return unused items within 14 days of receiving your order.

To be eligible for a return, your item must:

• Be unused and in its original condition.
• Be returned in its original packaging.
• Be accompanied by proof of purchase.

Refunds

Once we have received and inspected your return, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method within 5-10 working days.

Damaged or incorrect items

If your order arrives damaged or you receive the wrong item. Please contact us within 48 hours of delivery. Include your order number and photographs of the item and packaging so we can resolve the issue as quickly as possible.

Return shipping

Unless the item is faulty, damaged or incorrect. Customers are responsible for the cost of returning items.

Non-returnable items

For hygiene and safety reasons, we cannot accept the returns on:

• Used candles
• Burned candles
• Personalised or bespoke products
• Gift cards

Contact us

If you have any questions about your return, please contact us through our Contact page or email hello@starsandflamesby-e.com.

Processing time

Orders are typically processed within 1-3 working days. During collection launches or peak periods, processing may take slightly longer.

United Kingdom delivery

Standard UK delivery usually takes 2-4 working days after dispatch.

European delivery

We also ship to selected countries across Europe. 

Delivery times typically range from 3-10 working days, depending on the destination and local courier services.

Please note that customers are responsible for any customs duties, taxes or import charges that may apply in their country.

Tracking

Once your order has been dispatched, you'll receive a confirmation email with tracking details (where available).

Packaging

Every candle is carefully wrapped in our signature luxury packaging to ensure it arrives safely and creates a memorable unboxing experience.

Delivery issues

If your order arrives damaged or does not arrive within the expected timeframe, please contact us through our Contact page. We'll do everything we can to resolve the issue as quickly as possible.