If you are not entirely happy with your Shim Shimmer Scented Candles or related products, please read the policy below carefully.
We are happy to offer a 14-day money back guarantee. Any returned items must have all their original packaging, along with any accessories where included, any sealed items must still be sealed and unused. We will refund the cost of your purchase and delivery. However, we cannot refund the cost of returning any items and require a tracked delivery service is used as well as the sender to retain proof of postage.
We are sorry to say that items retuned in a used condition or missing packaging will not be refunded and will be returned to you.
AFTER 14 DAYS
If you decide to return an item after the 14 day period, we reserve the right to handle this on case by case basis. We may decide to offer a credit note in some cases. Any credit notes issued must be used within 45 days of issue.
HOW TO RETURN
To notify us that you wish to return your goods please contact us. Once we receive your request we will send you an email with full details of how and where to return the goods including a returns number, which must be clearly displayed on the packaging. You must return the item safely and it is your responsibility to make sure the item is well packaged; if the item is broken in transit we will not be able to replace or repair the item. Postal companies will not cover poorly packed items.
If you receive an item that is damaged on arrival, you will need to contact us within 48 hours of delivery of the product. We will then advise of our full returns procedure, and work to rectify this issue as quickly as possible for you.
If you receive a faulty item or it becomes faulty whilst in its warranty period we will be happy to repair or if uneconomical replace the item.
In all cases you must first follow our simple returns procedure. First contact us in some instances we may be able to provide information that cures the problem such as correct settings. If this is not the case we will send you a pre paid label and returns number by email with full details of how to return the product.
Once we receive the product back a member of the returns staff will inspect and test the product. We will notify you of our findings and if the item is found to be faulty we will either repair or if not viable replace the item.
We process returns in the order they are received and we do try to have a repaired or replacement returned to you as soon as possible, normally within a few working days. However in busy periods this may not be possible and it may take up to 10 working days.
Please note that items received without a returns number clearly displayed on the outside packaging may be refused.
On some occasions you may not be able to print off our pre paid label, if this is the case you must return the parcel on a standard recorded delivery service. We will not refund any special next day delivery costs.
We request you return the item safely and it is your responsibility to make sure the item is well packaged; if the item is broken in transit we will not be able to replace or repair the item. Postal companies will not cover poorly packed items.