Returns

Under EU law (Consumer Rights Directive 2011/83/EU) you have the right to return any product within 14 calendar days of delivery, without giving any reason.

How to start a return:

1. Email [email protected] within 14 days of receiving your order. Include your order number and which item(s) you wish to return.
2. We will reply within 2 business days with a return address and instructions.
3. Pack the item securely in its original packaging (or equivalent protective packaging) and ship it within 14 days of your return notification.
4. Once we receive and inspect the return, we will refund you within 14 days.

To be accepted, returned products must be:

• Unused and unlit
• In original packaging with all original materials
• Free from damage caused by the buyer

We reserve the right to refuse a return or apply a deduction to the refund if the product shows signs of use or has been damaged beyond what was necessary to assess the product.

The right of withdrawal does not apply to personalised or custom-made products produced to your specification.

For all other candles the right applies in full. You may unpack and inspect a candle, but if you light or use it — or handle it more than was necessary to assess it — we may reduce your refund to reflect the diminished value rather than refuse the return.

Return shipping costs are at your expense, unless the return is due to our error (wrong item sent, damaged in transit, or defective product). In those cases we will provide a prepaid return label.

We recommend using a tracked shipping service. Elenvelle is not responsible for return parcels lost in transit.

When you withdraw from your order, we refund all payments you made — including the standard outbound delivery cost — within 14 days of being informed of your withdrawal, using the same payment method you used to pay. We may withhold the refund until we have received the returned goods.

Only the return shipping is at your expense, and we do not refund any surcharge you paid for a faster, non-standard delivery method. If you used a product more than was necessary to inspect it, we may deduct an amount for the diminished value.

If your order arrives damaged or you receive the wrong product, please email [email protected] within 14 days with photos. We will arrange a replacement or full refund at no cost to you.

Still unsure? Email us at [email protected] — we are happy to help.