Exchanges & Returns
We want you to be delighted with your purchase from Osmology. But if you’re not, you can easily return your purchase within 30 days of receipt as long as it is unused (not lit!) and in its original packaging.
We will be happy to exchange the item for a replacement or refund via the original payment method. Unfortunately we are unable to refund any shipping costs but we will send any new exchange items free of postage charges.
Please email [email protected] so that we know to expect your return and can give you the correct return address details.
Parcels are returned at your own cost, and we recommend that you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
Please also make sure your items are securely wrapped so that they are returned to us without damage.
When we have received and processed your return we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your bank statement.
If, after sending your return to us, you have not received our email confirmation within 7 working days, please contact us at [email protected] so we can investigate.
If you have unfortunately received a damaged item all you need to do is email a photo clearly showing the issue to our support team within 30 days of receipt. We will be happy to help rectify the situation either by sending a replacement or offering you a refund.
Chipped Wax: Please be aware that small peices of wax can sometimes come loose during shipping. While we understand that this might initially be unsightly, as soon as the candle is lit the melted wax will naturally smooth itself over. To remove wax marks from the candle vessel, just wipe gently with a soft cloth.
While you are welcome to return an item with chipped wax, we do not consider this as damaged or faulty so the return will be at your cost.
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, you can return the item under our normal return procedure for an exchange or refund.
Please email [email protected] so that we can arrange for the damaged or faulty item to be returned and the exchange or refund to be processed swiftly.
Please take extra care to read any specific care instructions provided with your purchase. We cannot accept an item returned as faulty or damaged if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
Please accept our sincere apologies and contact us by email at [email protected]. We will arrange for the incorrect order to be picked up at a convenient time and get the correct order to you as soon as possible.
An item that was received as a gift can be returned for an exchange. An email will be sent to the person who made the original purchase when the exchange is completed.
Refunds can only be made to the original credit or debit card on which the gift was purchased. Please email [email protected] to book in your return.
Once your parcel has been received by our team, it will take up to 5 days to fulfill your return request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
Once your return has been processed into our warehouse, we will confirm this to you by email. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your bank statement.