At Yankee Candle Sales Shop, we want you to be completely delighted with your festive purchases. However, we understand that sometimes an item may not be quite right. Our returns policy is designed to be as warm and welcoming as our Christmas candles, ensuring your shopping experience remains joyful and worry-free.

Returns & Exchanges Timeframe

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. This gives you plenty of time to ensure your Christmas jumpers, advent calendars, and other festive goods bring the intended holiday cheer.

Please Note: For hygiene reasons, we cannot accept returns on used candles or any opened advent calendar products. All returned items must be in their original, unused condition with tags attached and in the original packaging.

How to Return an Item

Follow these simple steps to return or exchange your item:

  1. Contact our customer service elves at [email protected] within 15 days of receiving your order
  2. Provide your order number and details about the item you wish to return or exchange
  3. We will email you a returns authorisation number and instructions
  4. Pack the item securely in its original packaging, including all tags and accessories
  5. Include the returns authorisation number clearly on the outside of the package
  6. Ship the package to: Yankee Candle Sales Shop, 8 New Rd, Oxford, GB OX2T 3DW

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged or defective. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Refund Processing

Once we receive and inspect your returned item, we will process your refund within 5-7 business days. The refund will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days for the refund to appear on your statement
  • PayPal: 3-5 business days for the refund to process

Please note that shipping costs are non-refundable, and you will be responsible for any loss in value if the item is not returned in its original condition.

Exchange Requests

For exchanges, please follow the same return process outlined above. Once we receive your returned item, we will ship the replacement product. If the exchange item is of higher value, we will contact you for the additional payment before shipping.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage and your order number. We will arrange for a replacement or refund and provide a prepaid shipping label for returns of damaged items.

Returns Request Template

To help you get started, here’s a template you can use when emailing our customer service team:

Subject: Returns Request – Order #[Your Order Number] Dear Yankee Candle Sales Shop Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name: [Product Name] Reason for Return: [Please specify reason] I have read and understood the returns policy on your website. Please send me the returns authorisation number and further instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged unless faulty:

  • Used candles
  • Opened advent calendars
  • Personalised items made to your specification

International Returns

As we serve customers globally (excluding some Asian and remote areas), please note that international returns may be subject to customs duties and taxes which are non-refundable. We cannot label returned goods as “gifts” as this is illegal.

If you have any questions about our returns policy, please don’t hesitate to contact our friendly customer service elves at [email protected].

Wishing you a festive and joyful shopping experience!

Warmly,
The Yankee Candle Sales Shop Team