At JoJo Marie, we hope you love your handcrafted candles — but if something isn’t quite right, we’re here to help. This policy outlines how refunds, returns and exchanges are handled.

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🔁 Returns

We accept returns within 14 days of delivery. To be eligible for a return:

• Items must be unused and in their original packaging

• The item must be in the same condition you received it

• You must contact us within 14 days of receiving your order

To start a return, please email us at hello@jojomarie.co.uk with your order number and reason for return.

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🚫 Items Not Eligible for Return

We are unable to accept returns on:

• Used candles or opened packaging

• Custom or personalised products (unless faulty)

• Sale or clearance items (unless faulty)

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💸 Refunds

Once we’ve received and inspected your return, we’ll notify you of the approval status. If approved:

• A full refund (excluding original delivery cost) will be issued to your original payment method

• Please allow up to 5–10 working days for the refund to appear, depending on your bank

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🔄 Exchanges

We only offer replacements for items that arrive damaged or defective. If you need an exchange, contact us within 7 days of receiving your order with photos of the issue.

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📦 Return Postage

• You will be responsible for the cost of returning items (unless faulty or incorrect)

• We recommend using a tracked service as we cannot refund items lost in transit

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🕯️ Damaged or Faulty Items

If your order arrives damaged or you believe there’s a fault, please email us at hello@jojomarie.co.uk within 7 days of receiving your item. Include your order number and photos where possible so we can resolve it quickly.

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📞 Need Help?

If you have any questions about your order, return or refund, please get in touch:

📧 hello@jojomarie.co.uk