Runic Flame

Returns & Refunds

At Runic Flame, we pour our heart and soul into every jar. We want you to love your piece of Orkney. However, we understand that sometimes things happen, whether it's a change of mind or a rough journey through the post.

Below you will find our policy on refunds, returns, and exchanges.

14-Day Change of Mind Returns

If you change your mind about your purchase, you may return unused and unopened items within 14 days of delivery for a full refund of the product price.

  • Items must be unused, unopened, and in their original packaging
  • Return shipping costs are the responsibility of the customer
  • We recommend using a tracked delivery service for your return
  • Original delivery charges are non-refundable unless the item is faulty

Damaged or Faulty Items

We pack our candles securely to withstand the journey from the islands. However, glass is fragile, and accidents can happen with Royal Mail.

If your order arrives damaged:

  • Contact us within 48 hours of delivery
  • Provide photographic evidence of the damage (including packaging if possible)
  • We will arrange a free replacement or full refund at no extra cost to you
  • No need to return the damaged item – simply dispose of it safely

What Is Not Covered

The following are natural characteristics of soy wax candles and are not considered defects:

  • Frosting – A white, crystalline coating that can appear on natural soy wax. This is completely natural and does not affect the burn quality or scent throw of your candle.
  • Wet spots – Areas where the wax has pulled away from the glass. This is a cosmetic issue common in soy candles and does not affect performance.
  • Tunnelling from improper use – If a candle has not been burned correctly (e.g., not allowing a full melt pool on the first burn), this is not covered by our returns policy. Please see our candle care guide for best practices.
  • Used or burned candles – Once a candle has been lit, it cannot be returned for a change of mind.

How to Initiate a Return

To start a return, please follow these steps:

  1. Email us at returns@runicflame.co.uk with your order number and reason for return
  2. We will confirm your return and provide further instructions
  3. Post the item back to us using a tracked delivery service
  4. Once we receive and inspect the item, we will process your refund within 5–7 working days