Returns Policy

We hope you love your SOYAME® candle. As each of our products is handmade with care, slight variations in colour, finish, decoration and appearance may naturally occur and are part of the unique character of handmade products.

For non-personalised items purchased online, you have the right to change your mind and cancel your purchase within 14 days of receiving your order.

To request a return, please contact us within this 14-day period using our Contact Us page or by emailing us at support@soyame.co.uk. Once you have informed us that you wish to return your order, the item must be sent back to us within a further 14 days.

Items must be returned in their original condition and securely packaged. You may handle the product only as you reasonably would when examining it in a shop. We may make a deduction from your refund if the value of the item has been reduced as a result of unnecessary handling.

Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.

Please contact us before sending any item back so that we can provide you with the appropriate return instructions.

We understand that sometimes you may change your mind.

For non-personalised items, please contact us as soon as possible if you wish to cancel your order. As our candles are handmade and production may begin shortly after an order is placed, we kindly ask that cancellation requests are made within 24 hours of purchase where possible.
If your non-personalised order has already been dispatched, you may still exercise your applicable statutory cancellation rights and return the item in accordance with the Returns section above.

For personalised or made-to-specification items, cancellations are not accepted once you have approved the final design or customisation details. Your approval will be treated as your final confirmation for us to proceed with production.
Once production of a personalised or made-to-specification item has begun following your approval, the order cannot be cancelled or changed.

Products that are made to your specifications are created specifically for you and therefore cannot normally be returned or exchanged simply because you have changed your mind.

Where we provide a design, label or customisation preview for your approval, it is your responsibility to carefully check all details, including names, dates, spelling, colours and other requested customisations before approving it.

Once you approve the final design or customisation details, your approval will be treated as confirmation for us to proceed with production.

This does not affect your statutory rights if your item is faulty, damaged, not as described, or does not match the customisation that you approved.

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, faulty, incorrect, or not as described, please contact us as soon as possible so we can assess the issue and find an appropriate solution.

To help us resolve your request quickly, please email us at support@soyame.co.uk and include:
• Your order number
• Clear photos of the item and its packaging
• A brief description of the issue

Please keep the product and its original packaging until we have reviewed your request, as we may need additional information or photographs.

Once your request has been reviewed, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement or refund.

We aim to respond to all customer enquiries within 3 business days.

The following items cannot be returned:

Used candles

Due to hygiene and safety reasons, we are unable to accept returns or refunds on candles that have been used, burned, or altered in any way.

Custom or personalised orders

Personalised, custom-made, or bulk event orders (including wedding favours, baby shower candles, corporate gifts, and special occasion orders) are non-returnable and non-refundable once production has begun.

By confirming the final design, scent, label, quantity, or any custom details, the customer acknowledges and approves the product specification before production.

As all personalised candles are handmade specifically for each customer, slight variations in colour, texture, decoration, and finish may occur and are not considered defects.

Once we receive and inspect an eligible return, we will notify you regarding your refund.

Where you exercise your statutory right to cancel an eligible online purchase, we will refund the amount paid for the returned item, including the original standard delivery cost.

Unless the item is faulty, damaged, incorrect, or not as described, you are responsible for the cost of returning the item to us.

Refunds will normally be made using the same payment method used for the original purchase.

We may withhold the refund until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Please note that your bank or payment provider may require additional time to process the refund after it has been issued.

We do not currently offer direct exchanges.

If you wish to purchase a different non-personalised item, you may return an eligible product in accordance with this policy and place a new order separately.

Personalised or made-to-specification items cannot be exchanged because of a change of mind.

Each SOYAME® candle is individually handmade, which means that no two pieces will be completely identical.

Slight variations in colour, shade, texture, finish, shape, and the positioning or appearance of decorative elements are a natural result of the handmade process. Products may therefore vary slightly from the photographs displayed on our website.
These minor handmade variations are part of the unique character of each product and are not considered faults, provided that they do not affect the product's safety, functionality or overall quality.

A product will not be considered faulty solely because of minor aesthetic variations that are reasonably expected from a handmade item.

This does not affect your statutory rights where a product is faulty, unsafe, damaged, not as described, or otherwise does not meet the requirements of applicable consumer law.

Proper candle care instructions must be followed at all times. SOYAME® is not responsible for damage caused by misuse, improper burning, failure to follow safety instructions, or leaving candles unattended.

To request a cancellation or return, or to report a problem with your order, please contact us using the contact details provided on our website or simply click here.

If you need to report a damaged, faulty, incorrect, or not as described item and need to send photos, please email us directly at support@soyame.co.uk.

Please include your order number and a brief description of your request so that we can assist you as quickly as possible.

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Returns Policy