Return and Refund Policy

Refunds, Returns & Exchanges

Fairytale Flames refunds/returns/exchanges are processed online. You may begin that process by entering your order number, email address, phone number, or zip code. (email info@fairytaleflames.com to request your order number if necessary)

Unused Fairytale Flames products in their original condition and in season, may be returned or exchanged within 14 days from order states it has been delivered. 

If you are missing a product(s) do not use the online return/exchange process. Instead, please contact us at info@fairytaleflames.com. We will process your issue by checking the original shipment weight(s) and if, in fact, you are missing a product or products, we will promptly ship it/them. You must contact us within 14 days after your order states it has been delivered. 

Products used less than 50%, if deemed faulty, may also be returned or exchanged, within 14 days, after a manual review and approval by Fairytale Flames. These require image uploading during the online process and, if approved, qualify for a free prepaid return label.

Products that are over 50% used cannot be returned or exchanged through our online portal. Please contact info@fairytaleflames.com. If your product is deemed faulty after 50% of use, you will receive store credit.

Candles used on warmers cannot be returned or exchanged. Fairytale Flames manufactures candles for burning. Because warmers burn fragrance out of the candle at a much higher rate than burning, we cannot guarantee the product once it has been used on a warmer.

RETURNS/EXCHANGES THAT WILL RECEIVE A FREE, AUTOMATED, PRE-PAID SHIPPING LABEL:

1. You received the wrong product (contact us within 14 days of delivery)

You will receive an automated, prepaid return shipping label. Once your product is delivered to Fairytale Flames, your correct product will be issued. 

Although it is not common, if you choose, you may opt to return it for store credit for the product you originally ordered.

2. Your product was damaged during delivery (contact us within 14 days of delivery - images will be requested) Please do not throw your product away until you have talked to someone from our support team. 

For suspected glass breakage, do not open or handle glass. (images will be requested - if broken glass boxes are unopened, you may upload images of the box instead of the product)

During hot summer months, it is important to consider shipping your product(s) to a location where the package can be accepted and brought inside within a reasonable amount of time so they do not melt due to a lack of attention given to your delivery, at the delivery location. 

3. Faulty product (images will be requested)

If a "faulty product" is not approved for a free return due to user error, over 50% product use or non-faulty product, you will still have an opportunity to return or exchange your unused product by self-paid return label (see below).

RETURNS/EXCHANGES THAT REQUIRE A SELF-PAID RETURN LABEL:

IMAGES REQUIRED DURING SOME RETURNS/EXCHANGES:

A picture of the candle barcode

A picture of the product warning label.

A picture of the top of the product, shot from above

PACKING INSTRUCTION FOR ALL RETURNS & EXCHANGES

1. Pack your order for shipping 

All items should be packed for return in the original packaging, if possible. If that isn't possible, it is very important that you package your item(s) in a sturdy box with at least two inches of tightly packed, thick cushioning around the product, so no breakage occurs during the return shipping process.

Examples of proper packing material for glass products: 2-3 layers of bubble wrap, thick or stiff, crushed paper packed tightly around the product, product packed tightly with foam packing- "peanuts" or biodegradable packing-"peanuts". We recommend acquiring these materials at any office supply store, a big-brand shipping store, Walmart or similar store.

Examples of improper packing material for glass products: used, warped, thin or compromised boxes, thin layers of newspaper, crumbled newspaper or newspaper wrapped in thin layers, tissue paper, thin or popped bubble wrap, old rags or an improper amount of proper packing materials (less than 2" thick around the product).

2. Include your printed order inside your return box. 

You will have an opportunity to print your return/exchange process email to include in your returning package

3. Fairytale Flames issues the Refund or Exchange

If you have requested a refund, once your unused item has reached Candleberry in its original condition, a refund will be issued to the payment method used to make the original purchase. 

If you have requested an exchange, your exchange will be processed as soon as possible and you will receive your new product, shipped by Fairytale Flames, via FedEx or USPS. 

If you are returning items that have been partially used, we will issue a store credit to you. 

BROKEN or DAMAGED Product:

If you received your package and your product was broken or damaged, please email info@fairytaleflames.com with a picture of the damaged product and the box it came in. We will send you a replacement. This must be done within 15 days of receiving your product.