Cozy Glow

Hand made soy candles

How long will it take to deal with my return?

Once your parcel has been received it can take up to 5 working days for us to process your request. Returned orders are dealt with in the order in which they are received.

When we have processed your return order we will confirm this to you by email, assuming you have given us your email address. It can take 3 - 4 days after we have processed a refund payment for it to appear on your credit or debit card statement.

What is your returns policy?

We want you to love your purchase, but if it has arrived damaged then please let us know and we will be happy to accept the return 30 days of receipt as long as it is unused and in its original packaging, return postage is subject to buyers own cost. We cannot accept returns for discounted or sale items. We are not able to refund any delivery charges

Certain items are excluded from our returns policy for hygiene reasons.

How do I return something?

You can send your return by post and the delivery note that came with your parcel has clear instructions of how to do this. You need to complete the reverse side of the delivery note with the details of the items you are returning and enclose the note with your returned parcel. It would really help us in developing our products if you could give a reason why they were not suitable. Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return. If you no longer have your delivery note, please include a letter giving your full name, address, user number if possible, email address and daytime telephone number, plus a note of what you are returning and why, and whether you want a refund or exchange for another product.

Make sure your items are securely wrapped and send your return to:

Cozy Glow
13 Thursley Crescent
Croydon, CR0 0PR
United Kingdom

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

We can also arrange for our courier company to collect the parcel from your home. You will need to be at home to hand over the parcel. There is a charge for this service.