Refund policy
At Heavenly Flame, each order is thoughtfully prepared and carefully packaged to ensure it arrives in excellent condition. Due to the nature of our handcrafted home fragrance products, all sales are final.
Returns & Exchanges
Heavenly Flame does not accept returns or exchanges for change of mind, fragrance preference, or products that have been used, burned, or otherwise altered after delivery.
We encourage you to carefully review product descriptions and fragrance notes before completing your purchase.
Damaged During Delivery
We take great care in preparing and protecting every Heavenly Flame order for shipment. However, we understand that damage may occasionally occur while a package is in transit.
If your order arrives damaged, please contact us within 48 hours of confirmed delivery at customerservice@heavenlyflameinc.com and provide:
- Your order number
- Clear photographs of the damaged item
- Clear photographs of the shipping box and packaging
- A brief description of the damage
Once the claim has been reviewed and approved, a replacement of the original item will be provided. Heavenly Flame does not issue refunds for damaged items when a replacement is available.
If the original item or fragrance purchased is sold out or otherwise unavailable for replacement, a refund for the affected item will be issued to the original payment method.
Please do not discard the damaged product or its original shipping packaging until your claim has been reviewed, as additional photographs or information may be requested.
Incorrect Items
If you receive an item that differs from what you ordered, please contact us within 48 hours of confirmed delivery at customerservice@heavenlyflameinc.com with your order number and a clear photograph of the item received.
Once the issue has been verified, we will arrange for the correct item to be sent at no additional cost to you.
If the item originally purchased is sold out or otherwise unavailable, a refund for the affected item will be issued to the original payment method.
Warm Weather & Cosmetic Changes
Candles are sensitive to changes in temperature. During warmer months, Heavenly Flame may include cooling ice packs with candle shipments to help protect your order while in transit.
Because temperatures and transit conditions are outside of our control, candles may occasionally arrive slightly warm or display minor cosmetic changes to the wax.
Minor cosmetic changes caused by temperature that do not affect the candle's quality, safety, or performance are not considered damage and are not eligible for a replacement or refund.
If your candle arrives warm, place it upright in a cool, room-temperature area and allow it to return to its normal consistency before lighting.
Order Changes & Cancellations
Orders begin processing shortly after they are received. If you need to request a change or cancellation, please contact us as soon as possible at customerservice@heavenlyflameinc.com.
While we will do our best to accommodate requests, changes and cancellations cannot be guaranteed once an order has entered processing. Orders that have already shipped cannot be changed or canceled.
Approved Refunds
Refunds are issued only when an approved damaged or incorrect item cannot be replaced because the original item or fragrance purchased is sold out or otherwise unavailable.
Any approved refund will be issued to the original payment method. Please allow additional processing time for your bank or financial institution to post the refund after it has been issued.
Contact Us
For questions regarding an order, damaged or incorrect item, or this policy, please contact:
Heavenly Flame Customer Care
customerservice@heavenlyflameinc.com