Returns and refunds

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 Scoops, see “Scoops” below. We cover any return postage if we need the item back. Please hang on to the item until the matter has been resolved.

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

A Whimsigoth Scoop is a mystery box. The listing tells you the minimum number of pieces you'll get, but not which pieces, and what's inside (and what it's worth) changes from Scoop to Scoop. So once a Scoop ships, it's final sale: no returns, exchanges or refunds, including when the contents weren't what you hoped for. Like any order, you can cancel a Scoop for a full refund before it ships.

We will make it right if:

• Something inside arrives broken. Email us a photo within 7 days of delivery and we'll send a replacement piece. Since Scoops are a mystery, it may not be the exact same item.
• You get fewer pieces than the listing promises. We'll send the missing pieces.
• Your Scoop never arrives. If tracking shows it's lost, we'll send you a new Scoop.
• We can't ship it on time. If we can't ship by the date in your order confirmation, you can cancel for a full refund.

If we ever can't send a replacement, we'll refund you instead.

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. Once shipped, 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 as soon as possible using the email address associated with your order, and include your order number. We’ll take care of it from there. 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.