Returns & Exchanges
Your quiet satisfaction remains our absolute focus
No General Returns
Given that our luxury candles are hand-poured to order, we do not accept returns or exchanges for change of mind.
Damage Replacement
If your selection arrives damaged during transit, we will arrange a replacement at no additional cost to you.
Exact Product Match
Approved damage claims are replaced with the exact same product originally ordered to restore your home sanctuary.
✓ Eligible Claims
We offer direct replacements exclusively for items meeting the following circumstances:
- • Products damaged during transit (shattered jars, cracked wax, etc.).
- • Incorrect variants or different items sent in error by our studio.
- • Verification photos and order details provided within 48 hours of delivery.
✕ Excluded Claims
Given the natural composition and custom, hand-poured nature of our candles:
- • Returns or exchanges due to change of mind or personal scent preferences.
- • Any candles that have been lit, burned, or used.
- • Damages reported later than 48 hours after delivery tracking timestamps.
- • Replacement requests for different fragrance notes or products.
Sanctuary Exchange Process
Concierge Request
Email us at support@lioraflames.com within 48 hours of delivery with photos of the damaged item.
Verification
Our atelier coordinators review the photo documentation and approve your damage claim within 24 hours.
Pickup (If Needed)
We may arrange a complimentary carrier pickup for the damaged product from your address.
Atelier Replacement
We hand-pour and dispatch the exact same product as your original order to restore your experience.