Returns and refunds
Some of what we sell is the only one we have, and Scoops are surprises by design. Here is what we take back, what we do not, and how refunds work.
If something arrives broken, wrong or not as described
That one is on us. Email us within 7 days of delivery with your order number and a photo of the problem. We will replace the item with the same or similar if we can or refund it in full for products purchased from our products page (no refunds for scoop orders- replacement only). We cover any return postage if we need the item back. Please hang on to the item until the matter has been resolved.
This applies to every item we sell, including Scoops and add-ons. Nothing else in this policy limits it.
Individual pieces
If you change your mind about a piece from the shop, you can return it within 14 days of delivery as long as it is unused and in new condition. Email us first for the return instructions and we will confirm the details. You pay the return postage unless the return is because of our mistake.
Because our stock is small and many pieces are the only one we have, we do not typically offer exchanges. A return is refunded to your original payment method once the piece reaches us and we have checked it over. Original shipping charges are not refunded on a change-of-mind return.
Scoops and other surprise items
A Whimsigoth Scoop is a mystery assortment. The listing tells you the minimum number of pieces you will receive. It does not promise any particular item. Because the surprise is the product, we do not accept a return of a Scoop simply because the contents were not what you were hoping for.
That rule is only about preference. If you receive a damaged or faulty item, we will replace it with the same, similar, or comparable item. Refunds do not apply to scoop orders due to the nature of them being a bundle deal with randomized items. Please follow the procedure as listed above for any damaged items.
Items we cannot take back
For hygiene and safety reasons we cannot accept a return of candles that have been burned, botanicals or teas that have been opened, or anything that has been used, worn or altered. We also cannot take back an item that was damaged after it was delivered to you. All scoop orders are final sale as well.
None of this applies when the item was defective, damaged on arrival, misdescribed, or not what you ordered.
How refunds work
Refunds go back to the payment method you used at checkout. We send the refund to our payment processor straight away when we approve it, and we email you when we do. Your bank or card issuer controls when it appears on your statement. Most people see it within 5 to 10 business days, and it may show as a credit or as the original charge disappearing.
If a refund has not shown up after 10 business days, contact us and we will give you the processor's refund reference so your bank can trace it.
Cancelling an order
You can cancel any order before it ships for a full refund. Email us with the order number as soon as you can and we will take care of it. Once a parcel has been handed to the carrier we cannot stop it, but you can return it under the rules above.
If we are running late, our delay email will give you a one-click way to cancel. See the Shipping policy for how that works.
Card disputes
If something has gone wrong, telling us about it is usually the fastest way to get it fixed, and we would genuinely rather sort it out with you directly. That being said, nothing here limits your right to raise a dispute with your card issuer or payment provider. When a dispute is raised we respond to it honestly with the order records we hold.
Your legal rights
This is our voluntary policy. It sits on top of the rights you already have under the law, including your rights when goods are faulty or not as described, and it does not take any of them away.