Refund policy

RETURNS & EXCHANGES

In the event you are not completely satisfied with your purchase, you may return it to us for an exchange or refund. We have a 14-day return and exchange policy for unused candles, which means you have 14 days after receiving your item to request a return or exchange. 

Please note, you will be responsible for all return shipping charges. Please consider a trackable method to mail your return. 

To start a return or exchange, please submit a request via our Return & Exchange Request Form. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at hello@papermothstudio.com. 

 

PACKAGING A RETURN

If your request is accepted, we will send you a confirmation email with additional instructions on how to send your package, as well as next steps for placing a new order if you've requested an exchange. Please note that you will need to place the item securely in its original packaging before returning.

 

DAMAGES AND ISSUES

We will refund or replace any product that arrives damaged. A request and proof of the damaged product must be submitted within 7 days of receipt. Carefully inspect your order when you receive and contact us as soon as possible if you notice and issues or if you receive the wrong item. 

EXCEPTIONS/NON-RETURNABLE ITEMS

Please note that we cannot accept returns or exchanges for used candles. However, if your candle does not perform to expected standards, please check out our product care tips or reach out to hello@storiologie.com for additional guidance.  

Sales on all paper products are final. Please get in touch if you have questions or concerns about your specific item.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@papermothstudio.com.