Isla Adie wants you to be completely satisfied with your handcrafted candles and soaps. However, due to the nature of our products, we have specific guidelines for returns and exchanges. Please take a moment to review our policy:

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A. Returns:

We accept returns for damaged or defective items only. If you receive a product that is broken, damaged, or not as described, please contact us within 30 days of receiving your order, and we will gladly arrange for a replacement or refund.

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To initiate a return:

• Contact us with your order number and a brief description of the reason for your return.

• For damaged or defective items: We’ll cover the return shipping cost and offer a replacement or full refund.

• For general returns: Customers are responsible for the return shipping fee.

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B. Refunds:

Once a return is approved, we will process a refund.

Refund Process:

• Refunds will be issued to your original payment method.

• Please allow 5-10 business days for the refund to reflect in your account, depending on your payment provider.
   

Please note:

• Due to hygiene and safety reasons, we cannot accept returns for used candles, soaps, or bath products.

• Personalized or custom-made items are non-returnable, unless they arrive damaged or defective.

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C. Exchanges:

If you would like to exchange an item for a different scent, color, or size, please contact us within 14 days of receiving your order. If the product is still in its original, unused condition, we will arrange an exchange.

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To initiate an exchange:

• Contact us with your order number and the item you wish to exchange. with your order number and the item you wish to exchange.

• Customers are responsible for the return shipping costs for exchanges.

• Once we receive the returned item, we’ll ship the new item to you at no additional cost.

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D. Non-returnable Items:

For the safety and quality of our products, we cannot accept returns or exchanges on the following:

• Used or opened products (including candles that have been lit).

• Custom or personalized candles, soaps, or gifts.

• Special sale or clearance items, unless damaged or defective.

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E. Shipping and Handling Fees:

• For damaged or defective items: Isla Adie will cover all shipping costs for the return and replacement.

• For general returns or exchanges: Customers are responsible for the return shipping fees.

• We recommend using a trackable shipping service to ensure safe delivery of all returns and exchanges.

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F. Order Cancellations:

• Order Cancelled by Customer:

  • Before Shipping: If you wish to cancel your order, you may do so within 6 hours of placing the order, provided that your order has not already been processed or shipped. To cancel your order, please contact us immediately with your order number.​

  • After Shipping: Once your order has been shipped, it is no longer eligible for cancellation. Please refer to our Return Policy for instructions on how to return the item if necessary.
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• Order Cancelled by Us:

  • In the Event of Unforeseen Circumstances: We reserve the right to cancel any order due to unforeseen issues such as inventory errors, problems with payment processing, or if the product is no longer available.​

  • Refunds: If we need to cancel your order, you will receive a full refund to the original payment method.

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If you have any questions about our return and exchange policy or need assistance, please feel free to contact us. We are happy to help!

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