Refund policy

Hollow & Flame — Return & Refund Policy

Last Updated: October 14, 2026

At Hollow & Flame, every candle is thoughtfully created, hand-poured, and carefully packaged. We want each order to arrive safely and bring a little something special into your home.

Because our candles are handcrafted, all sales are final, except in cases of damaged, defective, or incorrect items, or where a return or refund is required by applicable law.

All Sales Are Final

We do not accept returns or exchanges for changes of mind, fragrance preferences, or candles that have been used or burned.

We encourage you to review each candle’s fragrance description before placing your order.

Damaged, Defective, or Incorrect Orders

If your candle arrives broken, damaged, defective, or different from what you ordered, please contact us within 7 days of delivery so we can help make things right.

Please include:

  • Your order number
  • A brief description of the issue
  • Clear photographs of the candle, packaging, and any visible damage, if available

After reviewing your request, we may offer a replacement or refund, as appropriate. If an item is defective or was sent incorrectly, we will not require you to pay return shipping.

Please do not ship damaged glass back to us unless we specifically provide safe return instructions.

Refunds

When a refund is approved, it will be issued to your original payment method. Processing times vary depending on your bank or payment provider.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will do our best to accommodate cancellation requests before an order has entered fulfillment. Once an order has shipped, we cannot guarantee cancellation.

Handcrafted Variations

Each Hollow & Flame candle is made in small batches. Minor variations in wax appearance, color, or finish may naturally occur and do not necessarily indicate a defect.

Your Consumer Rights

Nothing in this policy limits any rights or remedies available to you under applicable consumer protection laws. The seven-day reporting period is intended to help us resolve problems promptly and does not restrict any rights provided by law.

Contact Us

For questions about an order, damage, or a refund request, please contact:

Hollow & Flame

Email: support@hollowandflame.net

Please include your order number so we can assist you as quickly as possible.

Light what lingers.