Returns & Refunds
We hope you love your Noord piece. If something isn't quite right, we're always happy to help.
Returns
For online orders, you can let us know that you would like to return your order within 14 days of receiving it. Once you've contacted us, you then have further 14 days to send the piece back
To arrange a return, please email info@noordcandles.com with your order number before sending anything back.
Returned candles must be unused and unburned, and should be returned in the same condition in which they arrived. Please take particular care when repacking sculptural pieces and, where possible, use the original protective packaging.
As each Noord candle is made and finished by hand, subtle variations in colour, surface and texture are part of the nature of the piece and are not considered faults.
Return postage
For change-of-mind returns, return postage is the responsibility of the customer.
We recommend using a tracked postal service, as returned pieces remain your responsibility until they arrive back with us.
If your order is faulty, damaged in transit or incorrect, we'll cover the appropriate return or replacement costs.
Refunds
Once your return has arrived, we'll inspect the piece and let you know when your refund has been processed.
Eligible refunds will be made to your original payment method within 14 days of receiving the returned goods.
For online orders cancelled within the statutory cancellation period, we will also refund the cost of our standard delivery service. If you selected an upgraded or express delivery service, the additional delivery cost is not refundable.
If a returned item has been handled beyond what would reasonably be necessary to inspect it and its value has been reduced, we may make an appropriate deduction from the refund, where permitted by law.
Damaged or incorrect orders
Our candles are sculptural and fragile, so despite careful packing, occasionally something may happen in transit.
If your order arrives damaged or you have received the wrong piece, please contact us as soon as possible, ideally within 48 hours of delivery, at info@noordcandles.com, including your order number and a few photographs of the item and packaging.
We'll arrange a replacement or refund as appropriate.
The 48-hour request simply helps us resolve transit damage quickly and does not affect your statutory rights.