Returns & refunds
Last updated
You have thirty days from the day your order is delivered to send back a candle you have not burned. It needs to be in its original box, with the dust cover still on the wax.
How to start one
Please email orders@threeatelier.com with your order number and which candles are going back, and we will reply with instructions the same business day.
Returns come back to our warehouse at 201 NW 22nd Ave., Unit 100, Fort Lauderdale, FL 33311, USA — post them, please, rather than dropping them off: it is a warehouse, not a shop, and there is no counter to hand a box across. Write to us first, either way. An unannounced parcel is one we cannot match to an order, and we would rather not have to guess whose refund it is.
What you get back
The full price of the returned candles, to the card you paid with, within five to ten business days of the box reaching us. Your bank sets the last few days of that, not us.
Shipping was free, so there is nothing withheld from the refund on the way out.
Who pays the return postage
You do, if you simply changed your mind. We do — and we send a prepaid label — if the candle arrived damaged, arrived faulty, or was not what you ordered.
If it arrives broken
Glass in a box is glass in a box. Send us a photo of the breakage and the packaging within seven days of delivery and we will ship a replacement straight away. Do not send broken glass back to us; the postage costs more than the candle and we would rather nobody handled it twice.
If it burns badly
A wick that drowns, a jar that cracks in use, a candle that tunnels even after a proper first burn — those are faults, and they are covered for the life of the candle. Tell us what happened and send a photo of the wax.
We will ask one question first: how long was the first burn? A candle put out after an hour keeps the memory of that small pool for the rest of its life, and no wick recovers from it. That one is not a fault.
What we cannot take back
A candle that has been lit, unless it is faulty. Once a wick is burned the candle cannot be sold again, and we will not send someone else a used one.
Scent is not a fault either. Fragrance reads differently in different rooms, at different temperatures, and to different noses — a candle that smells wrong to you is still a candle that works. Every scent is listed by its top, heart, and base notes so you can read one before you buy it.
Cancelling
Write to us before the box ships and we will cancel the order and refund it in full, same day.
Anything here that reads as evasive, tell us and we will rewrite it. orders@threeatelier.com
Warehouse — 201 NW 22nd Ave., Unit 100, Fort Lauderdale, FL 33311, USA. Not open to the public.← All policies