Legal
Changing your mind, and what happens if something arrives wrong.
Buying online carries a statutory right to change your mind, and the candles in our shop are not personalised, so that right applies to them. It runs for 14 days from the day your order reaches you.
Under UK consumer law you also have a right to a refund if an item is faulty, damaged or not as described.
To start a return, email us at youranaracandle@gmail.com with your order number. We will send you a prepaid label by return, so posting it back costs you nothing.
As every ANARA candle is handcrafted to order, we do not offer exchanges.
An exchange is not something the law requires us to offer, and refusing one does not affect either of the rights above.
Please open and check your order when it reaches you.
If your order arrives damaged or there is an issue with your item, please contact us within 48 hours of delivery, including photographs of the product and packaging to youranaracandle@gmail.com, and we’ll do our best to resolve the issue.
If your item has been personalised, it is non-returnable and non-refundable, unless it arrives damaged or incorrect.
Favours quoted for a celebration are made to your names and your date, so the statutory right to change your mind does not apply to them once they are in production. Your quotation carries its own terms, and those are the ones that govern it, including its own window for telling us about a damaged delivery.