Return Policy

We hope you love your LORDS purchase, but if something isn't quite right, we're happy to help.

Returns

If you've changed your mind, you have 14 days from receiving your order to let us know you'd like to return it. 

We kindly ask that all returned products are:

  • Unused, unburnt and in a condition suitable for resale.

  • Returned with their original packaging, where possible.

  • Securely packaged to prevent damage during transit.

We understand you may need to inspect your purchase, but products must not be used beyond what is reasonably necessary to establish their nature and suitability.

Please note: If an item is returned showing signs of use, burning, excessive handling or damage, we reserve the right to make a deduction from your refund to reflect any reduction in its value. Where an item has been used or damaged to the extent that it has no resale value, this deduction may be up to the full purchase price.

How to Return an Item

Please contact us at hello@lordsfragrancehouse.com with your order number and reason for returning your item.

Returns should be sent to:

LORDS Fragrance House
The Lodge
Howbery Park
Wallingford
Oxfordshire
OX10 8BA

Customers are responsible for return postage costs for change-of-mind returns. We recommend using a tracked service and packaging items carefully, particularly fragile glass and ceramic products.

Refunds

Once your return has been received, we'll inspect the item and process your refund to your original payment method, subject to any applicable deductions.

Refunds will be issued within 14 days of receiving your return, or receiving evidence that it has been sent back, whichever is earlier.

Where required by law, we will also refund the original standard delivery charge. Any additional cost for an upgraded delivery service is non-refundable.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible with your order number and photographs where relevant.

We'll be happy to investigate and arrange an appropriate refund, replacement or other resolution in accordance with your statutory rights.

A Little Note About Our Products

Our candles and home fragrance products are carefully made and packed. Once a candle has been lit or a fragrance product used, its value may be reduced, and this will be taken into account when assessing any change-of-mind return.

This policy does not affect your statutory consumer rights.