At House of flames, each candle is handcrafted and made to order with great care. As most of our products are customized, we follow the policy below.
Returns
As all our candles are handmade and customized, we do not accept returns or exchanges once an order has been confirmed.
Please ensure all customization details (fragrance, color, labels, quantity, etc.) are correct before placing your order.
Damaged or Incorrect Products
If your order arrives damaged or you receive the wrong product, please contact us within 24 hours of delivery.
To process your request, please share:
- Clear photos of the damaged product(s)
- Photos of the outer packaging
- An unboxing video recorded from the moment the package is opened
- Photo and video will be shared on WhatsApp or instagram DM
Without an unboxing video, we may not be able to process claims for damage caused during transit.
After verification, we will offer a replacement or store credit, depending on the situation.
Refunds
Refunds are only applicable if we are unable to fulfill your order or if approved after verification of a damaged or incorrect item.
Approved refunds will be processed to the original payment method within 5–10 business days.
Shipping charges are non-refundable unless the error was on our part.
Order Cancellation
Orders can only be cancelled within 12 hours of placing the order, provided production has not started.
Once production begins, cancellations are not possible as each candle is made specifically for your order.
Important Information
- All candles are made using 100% premium soy wax.
- Fragrance, color, labels, and packaging can be customized for eligible products.
- Product colors may vary slightly due to screen settings and the handmade nature of our products.
- Minor imperfections are natural and make every handmade candle unique.
- Box and premium gift packaging charges may apply separately where applicable.