Refund policy
To lodge a return, please email us at contact@devotionwick.com
CANDLE ORDERS:
For hygiene, safety and quality assurance reasons, we do not accept returns for candles unless the item is faulty or arrives damaged. If you believe your candle is faulty, please contact us at contact@devotionwick.com within 14 days of receiving your order, providing details of the issue along with photographs where applicable. Eligible returns will be processed as store credit, or exchange for another candle. All refund requests are subject to review and approval by our team.
APPAREL ORDERS:
Returns for our loungewear are accepted within 14 days of receiving your order, provided the item(s) are unworn, unwashed, and in their original condition with all packaging intact (please see full 'Return Condition Requirements' list below). Eligible returns are processed as store credit or an exchange for a different size, subject to stock availability. We do not provide return of funds for change of mind or change of size returns. We do offer exchanges or online store credit.
RETURN CONDITION REQUIREMENTS:
To be eligible for return, all apparel items must meet the following conditions:
- Items must be unworn, unwashed, and in their original condition with all tags and packaging intact.
- Items must be free from any signs of wear, including but not limited to perfume, body odour, deodorant, or laundry products.
- Items must be free from cosmetic marks such as makeup, glitter, stains, and/or pet hair.
- All packaging must be returned in it's original condition and packaging.
RETURN FOR EXCHANGE:
If an item is not the right size for you, we allow exchanges for a different size or item if your returned item(s) meets our return condition requirements. We will send the exchange item(s) to you as soon as your return is approved and processed. If your exchange item is out of stock, we will provide you with store credit, valid for 12 months.
RETURN FOR STORE CREDIT:
Store credit will be issued in the form of an online gift card or a personalised discount code. This will be emailed to you after your return has been approved and processed, and will be valid for 12 months. Please allow up to 14 weeks for receive your store credit.
FAULTY ITEMS:
At Devotion Wick, we are committed to ensuring the quality of our products. If you believe you have received a faulty item, please contact our team within 14 days of delivery for assessment at contact@devotionwick.com.
Please include a description of the issue along with clear photographs so our team can review the item. If the item is confirmed to be faulty, we will offer an exchange subject to stock availability. If a replacement is not available, store credit will be issued via digital gift card or personalised discount code, valid for 12 months.
RETURN SHIPPING COSTS
For all eligible returns, customers are responsible for the cost of return shipping.
We recommend using a tracked shipping method, as we cannot take responsibility for parcels lost in transit when being returned to us.
If an item is deemed faulty or not in accordance with Australian Consumer Law, Devotion Wick will cover reasonable return shipping costs or provide an alternative resolution where appropriate.
ORDER ISSUES (MISSING OR INCORRECT ITEMS)
If there is an issue with your order, including missing items or incorrect items, please contact our team within 7 days of delivery at contact@devotionwick.com.
Please include your order number along with clear details and photographs where applicable so we can promptly investigate and resolve the issue.
Once reviewed, we will arrange an appropriate resolution, which may include replacement of the item or store credit where applicable.