Refund policy

Ember & Bloom Returns and Credits Policy

Fragrance is personal. We make returns simple and respectful so you can discover the scents you love with confidence.

What is covered

All candles purchased on our website.

Return window

30 days from delivery.

We have two types of returns possible.

Scent not right or change of mind
Damaged or broken on arrival

Credits and limits

For scent not right or change of mind

First return within a twelve month period receives a store credit for one hundred percent of the candle value.
Second and third returns within the same twelve month period receive a store credit for fifty percent of the candle value each.
After three returns within a twelve month period we are unable to offer additional credits.
Credits are issued as store credit for use on our website. They expire after 365 days and can be used across multiple orders until the balance is zero.
Refunds to the original payment method are not available except where required by law.
No physical returns needed.
Returns are accepted even if the candle has been tested once. Please ensure at least ninty percent of the wax remains and the vessel is intact.

We do not ask you to ship a candle back. A brief photo check is all we need to verify eligibility.

For damaged or broken on arrival

If a candle arrives damaged, we will replace it or issue a store credit or a full refund, as per your choice. Please send a photo within forty eight hours of delivery showing the outer box, inner packaging, and the damaged item.

All damaged or broken items on arrival are eligible for a full refund, store credit or replacement.
This is subject to verification that the damage occurred in transit or during fulfillment.

Step by step process

For scent not right or change of mind

Locate your order number from the confirmation email.
Email connect@emberandb.com with the order number and a clear top-down photo of the candle and wick. If the candle was tested once, include a photo that shows remaining wax. Please include your order number and "Return" in the subject of the email.
Our team reviews eligibility within seven business days. Don't worry, it usually takes less than seven days.
We issue your store credit by email.
1. First return in twelve months receives a credit for one hundred percent of the candle value.
2. Second or third return in twelve months receives a credit for fifty percent of the candle value.
Use the store credit at checkout on your next order.

For damaged or broken on arrival

Locate your order number from the confirmation email.
Email connect@emberandb.com within forty eight hours of delivery with photos of the shipping label, inner packaging, outer packaging, and damaged item. Please include your order number and "Return" in the subject of the email. Without these information we would not be able to offer any refunds or replacement.
Choose a replacement, store credit (this credit does not expire. Ever!) or a full refund in the email.
We dispatch the replacement, or issue the credit, or the refund within seven business days. This is subject to verification that the damage occurred in transit or during fulfillment.
The refund, except store credit, can only be processed to the original payment method.

Important details

Proof of purchase is required. Orders placed through external marketplaces may be subject to the marketplace policy at the time of purchase.
We may request additional photos to confirm condition. Please keep packaging until your claim is approved.
We reserve the right to decline credits for suspected abuse or for items that are heavily used or altered.
Limited editions, samples, and final sale items may be excluded where noted on the product page.
We reserve the right to change the policy in the future.

Care guidance for best results

Allow a full melt pool on the first burn, trim the wick to about six millimeters before each light, and keep the candle away from drafts. Proper care improves scent throw and reduces soot so your first experience is as intended.