Refund policy

We have a 30-day return policy, which means you have 30 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, undamaged and in its original packaging. Candles that have been lit cannot be returned. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@flameshop.ch. Please note that returns will need to be sent to the following address: Sonnentalstrasse 15, 8600 Dübendorf, Switzerland. 

If you are returning an item because you changed your mind, return shipping is at your own cost. If your item arrived damaged or defective, or we sent you the wrong item, we will cover the return shipping.

You can always contact us for any return question at info@flameshop.ch.

Damages and issues
Please inspect your order upon reception and contact us within 7 days of delivery if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items cannot be returned: lit candles, custom or personalized products, and gift cards. Sale items can only be returned if they are defective.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@flameshop.ch.