returns & refund policy

Luallé will assess each return and refund enquiry on a case by case basis.

We take the utmost care is taken when wrapping orders for posting. We cannot be responsible once it has been shipped, however should your candle arrive damaged please contact us within 3 days of receiving. Should we agree on a return, the products and packaging must be returned in an unused condition. You may incur additional shipping charges to return the product.

Unfortunately, we cannot accept refunds for a change of mind, special order or limited edition. If the scent you have chosen is not to your liking, we will happily exchange your purchase with another of our beautiful scents at the expense of customer. Exchanges will only be accepted on full price items within 14 days of purchase. Exchange is not available on candles purchased on sale. In order to successfully exchange your order, the following procedure must be followed:

• Send an email : luallecandles@gmail.com

• The original order must be returned in unused condition at the customer’s own shipping expense. If there is damage to the packaging and or product, we will not be able to accept the exchange.

• We will send out the exchanged product, shipping costs will be at the expense of the customer. 

Please note additional shipping charges will apply to your order, even if your original order qualifies for free shipping.