Return & Refund Policy

Because our candles are handmade and made-to-order in small batches, we accept returns only in the cases listed below.

Damaged or incorrect items

If your order arrives damaged, broken or different from what you ordered, please contact us within 48 hours of delivery with a photo of the item and the box. We will replace it or refund the affected item, including return shipping where applicable.

Non-returnable items

• Candles that have been used or burned.
• Custom or personalized orders.
• Items returned more than 7 days after delivery.

How to request a return

Email velasoftflame@gmail.com or message us on WhatsApp at 012 02566667 with your order number, the issue and photos. We'll reply within 1–2 business days with the next steps.

Refunds

Approved refunds are issued via the original payment method or as store credit, typically within 5–7 business days of receiving the returned item.