Returns and Refunds
Order cancellations
We are unable to cancel orders once they have been dispatched. If you change your mind, please contact us straight away.
Returns
If you are not 100% happy with your purchase you can request a return within 28 calendar days from the date you receive delivery of your order.
To be eligible for a return, your item must be in the same condition that you received it, unused with tags, and in its original sealed packaging. We are unable to offer refunds on candles and wax melts that have been partially burned or used.
To start a return:
- Please email us at info@mylahskye.com with your order number or proof of purchase. Please do not send an item back without contacting us first.
- Once your return has been accepted, please securely package your items and send to:
Mylah Skye
36 Guisborough Road
Saltburn-by-the-Sea
North Yorkshire
TS12 1NJ
- Please ensure that you use a trackable postage service with enough insurance to cover the value of the goods. We cannot assume responsibility for items lost or damaged in transit.
- Once we have received your return parcel we will inspect all items and email you to confirm. We aim to process all refunds and exchange requests within 2 working days. Please allow up to 10 working days for funds to be returned to your original payment method by your bank or credit card company. If more than 10 working days have passed since we approved your return please contact us.
- Please note that the cost of returning any item is at the customer’s own expense and will not be included in a refund.
Damaged or broken products
If you receive a product which has been damaged or broken during transit, please contact us immediately. When emailing please include photos of the item/s at issue to enable us to quickly evaluate and make it right. We will replace the item or issue a full refund if it is out of stock.
Defective products
We stringently check and quality control all of our products, but given their handmade nature occasional defects can occur. If you receive a product which has a defect, please contact us immediately. When emailing please include photos of the item/s at issue to enable us to quickly evaluate and make it right. We will first need to ensure that you have followed the candle care instructions provided and establish the likely cause of the defect. Where the fault is indeed ours, we will replace the item or issue a full refund if it is out of stock.
Natural Wax
All of our candles and wax melts are made from 100% natural soy wax. Unlike traditional paraffin, natural wax is prone to cracks, lumps and bumps and frosting after burning. This does not affect the performance of the product; as such surface imperfections after burning are not valid criteria for damage or defect.
Please ensure you follow the candle care instructions provided with your candles in order to get the best performance from them.
Exceptions / non-returnable items
Custom products (such as special orders or personalised items) cannot be returned. Please get in touch if you have questions or concerns about your specific item.
Please note that we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to initiate a return, and once this has been accepted, make a separate purchase for the new item.
Further information
If you have any other questions relating to returns or refunds please contact us at info@mylahskye.com.
We adhere to the Consumer Rights Act 2015. All Rights Reserved.