Refund policy

Returns & Refunds Policy

I want you to love your phoebshandmade order! Please read the below carefully before purchasing.

Our Policy We offer a 14-day return policy. You have 14 days from the date of receiving your item to request a return or refund. After this period we are unable to accept requests.

How to Request a Return or Refund To begin the process, please email us at phoebshandmade@gmail.com with:

  • Your order number and proof of purchase
  • A description of the issue
  • Clear photographs of the item
  • Order Tracking number is also appreciated

As long as your request is submitted within 14 days of receiving your order, we will get back to you as soon as we can - please bear with me as I am a independent business. Items must not be sent back without prior approval - unrequested returns will not be accepted. 

Wax Melts — Please Read Before Ordering Wax melts are consumable goods. For hygiene and safety reasons, used wax melts cannot be returned or refunded. This includes situations where you dislike the scent — as scent is subjective and cannot be experienced before purchase, this is considered a known risk of ordering fragrance products online. We provide detailed scent descriptions on every listing to help you choose with confidence.

Sewn & Accessory Items Items must be returned in their original unused condition with original packaging. We do not accept returns on items that have been used or show signs of wear.

Damaged or Incorrect Items If your item arrives damaged or you receive the wrong item, please contact us within 14 days with photographs and we will work to put it right.

Non-Returnable Items The following cannot be returned or refunded:

  • Used wax melts
  • Sale items
  • Gift cards
  • Custom or personalised orders

Refunds Once your request has been reviewed and approved, any refund will be issued to your original payment method. Please allow up to 10 business days for this to appear, depending on your bank or card provider.

Please be aware you may be responsible for the payment of return label.

Your Legal Rights Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.