Informativa sui rimborsi

Each Sincerely Lumière product you receive is made to order and handcrafted with much love and care. It takes time to produce each product and as it is handmade each item is individual and unique. We want you to be completely satisfied with your purchase, however, in the case that you are not, please read and follow our guidelines below:

Returns Policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return (exceptions may apply). To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, with any tags/stationary, and in its original packaging. You will also need to attach the receipt/invoice or proof of purchase, as well as the reason for return. Please note that we do not accept returns for change of mind or for scent preference as in the case of our scented items. To be eligible for a return, packaging and all labels must be in tact and not show any signs of being tampered with.  To start a return, you can contact us at hello@sincerelylumiere.com. At this point, if your return is accepted, we will send you information on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you are unsure, you can always contact us for any return question at hello@sincerelylumiere.com. Please note that you (the customer) are liable for any costs related to returning your package. Upon receiving your returned item, after it is inspected and the final stage of return is accepted, you will be issued a credit note for the same value of the product minus any initial postage costs. If an item is damaged on return, please note that your return will be refused and a credit note will not be issued. Any products purchased in person, such as markets, fairs, pop-ups or any other in person events cannot be returned. Sale items and products listed as Limited Editions cannot be returned. 

Exchange Policy

We only exchange or replace an item if it is damaged when you receive it or if the incorrect item has been sent to you. In that case you must ensure that notification of the damaged product or incorrect product is sent to hello@sincerelylumiere.com within 48hrs of receiving the product with clear photographic evidence attached. Refunds in change of product type cannot be provided in the case of damaged goods. If an item is damaged it will be replaced with the same item. Customers must ensure that in the case where an incorrect product has been sent to them, they must not unseal or use the product and keep it in its original and sellable state. Packaging must also not be damaged. 

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like limited edition products, discovery sets, our luxury sets/bundles, bulk orders, sale items, perfectly imperfect discounted items, reed diffusers, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via credit note for the exact cost of the product minus any shipping fees within 10 business days. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@sincerelylumiere.com.

Embracing Handcrafted Nature

Please note that it is common for slight imperfections and variations to occur with handmade items. Though every care is taken to make each product perfectly, colour and texture variations may naturally occur in handmade items. All of our waxes used is 100% natural. Coconut Wax, Soy Wax, Rapeseed Oil and Coconut Oil can be temperamental in nature. In some cases these waxes may develop frosting, a slight change in texture and colour and may develop air pockets which causes the wax to pull away from the glass. Please note that this is not a defect nor a damage to the candle, it will therefore not affect the performance of the candle. Occasionally, our candles and wax melts may experience slight imperfections due to environmental changes during their journey from our studio to your home. These imperfections are a testament to the purity of our ingredients and will not affect the performance or quality of your candle or wax melt. Simply place your candle or wax melt in a cool, dry, and sunless area to allow it to adjust to its new surroundings. Over time, the natural beauty of your candle or wax melt will be restored. Embrace the unique character of our candles and wax melts, knowing that they are crafted with integrity and a deep respect for nature's artistry.

Lost and Stolen Parcels

We are not liable for any parcels left outside at delivery, left outside in extreme weather conditions and/or causing damage to the product or packages stolen after delivery.

Parcels Returned to Sender

If a parcel is returned to the sender as a result of delivery issues, the customer is responsible for the cost of a redelivery/reshipping. Sincerely Lumière will not accept postal fees incurred upon reception of a returned parcel.

European Union 14 day Cooling off Period

Not withstanding the above, if the product is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn, unopened or unused, with tags/stationary, and in its original packaging. You’ll also need the receipt or proof of purchase. You will also be liable for any costs incurred for returning the item.

For any further assistance or enquiries do not hesitate to reach out to us at hello@sincerelylumiere.com. We would be more than happy to help.