Refund policy
Last updated: 21 October 2026
Every Noorelle candle is hand-poured and checked before it leaves us. Because candles are a scented, single-use product, we can't accept returns for change of mind. If something is wrong with your order, though, we'll make it right.
Damaged, faulty or wrong items
If your candle arrives broken, has a fault (for example, a wick that won't stay lit), or isn't what you ordered, contact us within 3 days of delivery with your order number and a photo or short video of the item and its packaging. Once we've checked it, we'll send a replacement or refund you in full, including any delivery charge you paid. You won't need to send the damaged item back unless we ask.
What we can't accept
- Candles that have been lit or used, unless they're faulty.
- Returns for change of mind or personal scent preference.
- Damage caused after delivery, for example by burning a candle against the care instructions.
Natural soy characteristics
A white, frosted look on the surface and wet-looking patches where the wax meets the glass are natural to soy wax. They don't affect the burn or the scent and aren't counted as faults.
How refunds are paid
Refunds for cash-on-delivery and bank-transfer orders are sent by bank transfer to an account you give us, within 7 working days of approval.
Cancelling an order
You can cancel free of charge before your order is dispatched. Message us as soon as possible.
Contact us
Email noorellecandles46@gmail.com, WhatsApp 0307 8334517, or message @noorellecandles on Instagram.