Returns & Exchanges
We want you to be completely happy with your Ember Echoes candle. If something isn’t right, we’re here to help.
Personalised & Custom Items
Because every Ember Echoes candle is made to order with your personal photos, names, and messages, we’re unable to accept returns or exchanges on personalised items unless they arrive faulty or damaged. Each candle is crafted specifically for you, so it can’t be resold.
We take great care with every order, but if your candle arrives with a defect — such as a printing error on our part, damage to the glass or lid, or a fault with the wax or wick — please get in touch and we’ll make it right.
Damaged or Faulty Items
If your candle arrives damaged or faulty, please contact us within 7 days of receiving your order. Include a photo of the issue so we can assess it quickly. We’ll arrange a replacement or full refund — whichever you prefer.
Wrong Item or Incorrect Personalisation
If we’ve made an error with your personalisation (wrong photo, wrong name, wrong dates), that’s on us and we’ll fix it at no cost. Please contact us with your order number and a photo of the candle, and we’ll send a corrected replacement.
Note: If the personalisation error was in the information you provided at checkout, we may ask you to place a new order. We always print exactly what’s submitted through the personalisation form.
How to Contact Us
Email us at info@emberechoes.com with your order number, a description of the issue, and a photo if applicable. We aim to respond within 1–2 business days.
Refund Processing
Approved refunds are processed to your original payment method within 5–10 business days. You’ll receive an email confirmation once the refund has been issued.
Non-Returnable Items
- Personalised candles (unless faulty or damaged)
- Items that have been burned or used
- Items returned after 30 days
Questions?
If you’re unsure about anything, just reach out. We’d rather help you before you order than sort out a problem afterwards. Email us at info@emberechoes.com or visit our
Contact page.
