Refund policy

Damages and issues

We stand 100% behind our products!

What if my order arrives damaged?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a full return.

To be eligible for a return, your item must be in the same condition that you received it,  unused and in its original packaging. 

We are unable to accept returns if:

  • Product has been used (for an example: candle was lit)
  • Custom product (Gift Sets)
  • Product returned past the 14 days allowed
  • Product has missing items including promotional items *
  • Shipping address incorrectly entered by customer (in this case shipping cost will be covered by customer for the return)

 *We also cannot accept returns on orders where a promotional item has not been returned with the original order. For example, if you bought an item that came with free extra product or a discounted product. These ‘extras’ must be included with your return to qualify for a full refund.

What if the shipping address was entered incorrectly by the customer?

  • Customer will be charged an additional SHIPPING fee for any refused or undelivered shipment due to customer's incorrect addressed entered on the order form which must refunded. Any order that needs to be re-shipped will be charged at the same shipping charges that apply to the original order.


To start a return, you can contact us at info@cookiescollections.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@cookiescollections.com.


Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like the Wick Trimmers or the Wooden Matches and custom products (such as Gift Sets). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

What if my product(s) got lost?

The carrier will need to investigate. If indeed the product(s) were lost in transit, we will resend you your items.

Exchanges
Sorry, at the moment we are not accepting exchanges.

  • The only exception is if Cookie's Candle Co. sent you the wrong item. The shipping cost of the exchange will be covered. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Cookie's Candle Co. has the right to refuse any refunds or exchanges for any reason.

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