Last Updated: December 17, 2024
Our Commitment
We want you to be completely satisfied with your purchase. If you're not happy with your handmade item, we're here to help. This Return Policy outlines the terms and conditions for returns, exchanges, and refunds.
Return Eligibility
Ready-Made Items
You may return ready-made items within 14 days of receipt for a full refund or exchange, provided:
- The item is in its original condition, unused and undamaged
- All original packaging and tags are intact
- You provide proof of purchase
- The item was not custom-made or personalized
Custom Orders
Due to the personalized nature of custom orders, these items are non-returnable and non-refundable unless:
- The item arrives damaged during shipping
- There is a significant defect in materials or craftsmanship
- The item significantly differs from the agreed-upon specifications
Non-Returnable Items
The following items cannot be returned:
- Custom or personalized items made to your specifications
- Items damaged due to misuse or improper care
- Items returned more than 14 days after receipt
- Items without proof of purchase
- Sale or clearance items (unless defective)
How to Initiate a Return
- Contact Us: Email us at askuse@soyicandleil.world or call +441239621399 within 14 days of receiving your item
- Provide Information: Include your order number, reason for return, and photos if applicable
- Await Authorization: We'll review your request and provide return authorization and instructions
- Ship the Item: Carefully package and ship the item back to us using a trackable shipping method
- Receive Refund: Once we receive and inspect the item, we'll process your refund within 5-7 business days
Return Shipping Costs
- Defective or Incorrect Items: We cover all return shipping costs
- Change of Mind: Customer is responsible for return shipping costs
- International Returns: Customer is responsible for all customs fees and duties
Refund Process
Once your return is received and inspected, we will:
- Send you an email confirmation
- Process your refund to the original payment method
- Refunds typically appear within 5-10 business days, depending on your bank or credit card company
Please note: Original shipping costs are non-refundable unless the return is due to our error.
Exchanges
If you'd like to exchange an item for a different size, color, or style:
- Contact us within 14 days of receipt
- Exchanges are subject to availability
- You may need to pay the difference if exchanging for a higher-priced item
- We'll cover shipping for the replacement item if the exchange is due to our error
Damaged or Defective Items
If your item arrives damaged or is defective:
- Contact us immediately (within 48 hours of receipt)
- Provide clear photos of the damage or defect
- We'll arrange for a replacement or full refund at no cost to you
- You do not need to return the damaged item unless requested
Lost or Missing Items
If your order doesn't arrive within the expected timeframe:
- Contact us so we can track your shipment
- If the package is confirmed lost, we'll send a replacement or issue a full refund
- Allow time for tracking and investigation before requesting a refund
Cancellations
Before Shipping
You may cancel your order for a full refund if:
- The order has not yet been shipped
- It is not a custom order that has entered production
- You contact us within 24 hours of placing the order
Custom Orders
Custom orders cannot be canceled once production has begun. A 50% deposit is non-refundable if you cancel after production starts.
Care Instructions
To maintain your handmade items and prevent damage that would void your return eligibility:
- Macramé: Dust regularly, avoid direct sunlight, spot clean only
- Ceramics: Hand wash recommended, avoid extreme temperature changes, handle with care
Contact for Returns
For return inquiries or to initiate a return:
Email: askuse@soyicandleil.world
Phone: +441239621399
Return Address: 59 North Rd, Cardigan SA43 1LS, United Kingdom
Please do not return items without prior authorization.