Refund Policy
Return Policy
We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
Eligibility for Returns
- Items must be in their original condition: unused, with tags, and in the original packaging.
- A receipt or proof of purchase is required.
How to Start a Return
- For U.S. customers: Contact us at hello@UrbanCreekCandle.com to initiate a return. If your return is approved, we’ll provide a prepaid return shipping label and instructions on how to send your package.
- For international customers: Contact us at hello@UrbanCreekCandle.com for return instructions. Please note that return shipping costs for international orders are the responsibility of the customer.
Returns sent without prior approval will not be accepted.
Damaged or Incorrect Items
Inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect. We will resolve the issue as quickly as possible.
Non-Returnable Items
- Custom or personalized products.
- Sale items and gift cards.
For questions about specific items, reach out to us at hello@UrbanCreekCandle.com.
Exchanges
To exchange an item, initiate a return for the original item and place a separate order for the replacement.
Refunds
Once we receive and inspect your return, we’ll notify you of the approval status. Approved refunds will be processed to your original payment method within 10 business days.
For international refunds, please note that currency conversion or bank processing times may affect the timing of your refund.
If more than 15 business days have passed since your refund approval, please contact us at hello@UrbanCreekCandle.com.
Thank you for choosing UrbanCreekCandleCo! We appreciate our customers from all around the globe.