Refund policy

For eligible non-personalised items purchased online, you can cancel your order within 14 days of receiving it. After contacting us, you have a further 14 days to return the item.

The item must be unused, unburned and returned in its original condition and packaging. You may handle the product as you reasonably would when examining it in a shop.

You are responsible for the return postage unless the item is faulty, damaged, incorrect or not as described. Please contact us before sending anything back so that we can provide the correct return instructions.

For an eligible change-of-mind return, we will refund the item price and the cost of the cheapest standard delivery option available at the time of purchase, where applicable. If you selected a more expensive delivery option, the additional upgrade cost is not normally refundable.

Personalised, custom-made and event orders are made specifically for you and cannot normally be returned simply because you have changed your mind once production has started.

This may include wedding favours, event candles, corporate orders with custom labels, names, dates, colours, fragrances, packaging and bespoke designs.

If we send you a design or customisation preview, please carefully check all names, dates, spelling, colours, quantities and other details before approving it. Once the final details have been approved or production has started, changes or cancellations may not be possible.

This does not affect your rights if the product is faulty, damaged, incorrect, not as described or does not match the approved design.

If your order arrives damaged, faulty, incorrect, incomplete or not as described, please contact us as soon as possible after delivery, ideally within 48 hours, so that we can investigate the issue quickly.

Please email support@soyame.co.uk and include:

Please keep the product and original packaging while we investigate the issue. Do not burn, alter or attempt to repair a candle that you believe is faulty or unsafe.

We will review the problem and work with you to arrange an appropriate solution, which may include a replacement or refund. If a return is needed because the item is faulty, damaged, incorrect or not as described, we will not normally ask you to pay the reasonable return postage.

For safety and hygiene reasons, we cannot accept a change-of-mind return of a candle that has been burned, used or altered.

This does not affect your rights if the candle is faulty, damaged, unsafe or not as described.

Once an eligible return has been received and checked, we will process the refund using the original payment method.

For eligible change-of-mind returns, refunds are normally issued within 14 days of receiving the returned item, or after you provide evidence that you have sent it back, where applicable.

Your bank or payment provider may require additional time to show the refund in your account.

We do not currently offer direct exchanges. If you would like a different non-personalised item because you have changed your mind, you can return the eligible product and place a new order.

If your item is faulty, damaged, incorrect or not as described, please contact us first so that we can discuss the most appropriate solution.

Each SOYAME® candle is individually handmade. Small variations in colour, shade, texture, finish, shape and the positioning of decorative elements may occur.

These natural variations are not normally considered faults, provided that the product is safe, functional and consistent with its description. Colours may also appear different depending on lighting, photography and your screen settings.

Please follow the candle care and safety instructions supplied with your product and our Candle Care & Safety Guide.

We cannot normally accept responsibility for damage caused by misuse, improper burning, modification, failure to follow safety instructions or leaving a candle unattended, where the law allows.

This does not limit your rights if the product was faulty, unsafe or not as described when supplied.

To request a return, cancel an order or report a problem, please email support@soyame.co.uk or use our Contact us page. Please include your order number and explain the reason for your request. Please do not send anything back before contacting us and receiving the correct return instructions.

Our business correspondence address is:
124 City Road
London
EC1V 2NX
United Kingdom

This address is for business correspondence only and is not a returns address. Please do not send any item to this address unless we have first provided written return instructions.

We aim to respond to customer enquiries within a few hours.