Refund policy

Wrong information provided

We are not liable or responsible for any information that was incorrectly entered & provided to us. You (the customer) is responsible and liable for making sure the correct information was entered & provided to us.

Please make sure when you make an order with us that you double check all the information you provided us with before you place your order. Please make sure you double check all the information on your confirmation email we send you after you make your order. 

If you have entered in an incorrect shipping address you must contact us within 24 hours after you have placed your order to have your shipping address updated. You can contact us on fayoracandles@gmail.com or reach out to us on your social media platforms, we guarantee we can make the change if you contact us within 24 hours after your order was made & if your parcel hasn’t been shipped yet. 

If your parcel has already been picked up by the courier & shipped we can try to redirect your parcel within 24 hours the parcel was picked up however we cannot guarantee this can be done as this is via our third party provider NZPOST.

Once your parcel has been shipped and has left our office, it is out of our hands in regards to changing your shipping address however we will do the best we can to liaise with NZPOST.

We will not refund nor replace any orders that were delivered to the wrong address in result to you (the customer) providing us with the wrong delivery address as you are liable for making sure you provide us with the correct information or/ making sure you advise us of the correct address within 24 hours after your order has been placed.

This is a strict policy and by placing an order with us you are confirming you accept and understand this policy. 

Returns

Fayora places high importance on delivering a magical and relaxing experience to our customers. We want our customers to be happy with every item received and we want you to feel proud of supporting us. If any problems do occur please contact us as soon as possible. 

We have a 10 day return policy, which means you have 10 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Fayoracandles@gmail.com. If your return is accepted, you will be required to send the item to us at your expense as your refund will include the shipping fee we charge, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Fayoracandles@gmail.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You must contact us within 24-48 hours of receiving your product. 

Please get in touch if you have questions or concerns about your specific item.

Exceptions/ Non-refundable

Unfortunately, we cannot accept returns on customized candles, sale items or gift cards.

Refunds

We will notify you once we’ve received and inspected your return or dispute, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.