Flora Stone Incense Holder

At Solace & Smoke, every candle and homeware piece is handcrafted with care. We want you to love your purchase, but we understand that sometimes things don’t go as planned. This policy outlines how we handle returns, refunds and exchanges to ensure a smooth and transparent experience.

Refunds & Returns

We accept returns for damaged, faulty or incorrect items. To be eligible for a return:

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  You must contact us within 7 days of receiving your order.
  
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  The item must be unused, in its original condition and packaging.
  
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  Proof of purchase or order confirmation is required.
  

To start a return, please email us at [your email] with your order number and clear photos of the issue.

If your return is approved, we will arrange either a replacement or refund to your original payment method. Please allow up to 5 business days for processing once the item is received.

Damaged or Faulty Items

If your order arrives damaged or appears faulty, please reach out within 48 hours of delivery with photos of:

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  The damaged item
  
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  The packaging
  
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  The shipping label
  

We will replace the item or issue a refund as quickly as possible.

Change of Mind

Due to the handmade nature of our products, we currently do not accept change-of-mind returns or exchanges. Please review product descriptions and photos carefully before purchasing.

Non-Returnable Items

For safety and hygiene reasons, the following cannot be returned:

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  Used candles
  
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  Burned or lit products
  
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  Custom or made-to-order pieces
  
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  Sale items
  

Exchanges

If an item arrives damaged or incorrect, we are happy to exchange it for the same product. Exchanges for different scents, colours or products are not available at this time.

Cancellations

Orders cannot be cancelled once production has begun, as all items are handcrafted to order. If you need to make a change, please contact us as soon as possible and we will do our best to assist.

Thank you for supporting Solace & Smoke. All of our candles and homewares are handcrafted in small batches, and we take great care in packaging and dispatching your order safely.

Order Processing Times

All orders are processed within 1–5 business days (excluding weekends and public holidays).

You will receive a confirmation email when your order is placed, and another once your order has shipped.

Please note: During launches, restocks or peak periods, processing times may extend slightly.