Refund policy
Every Otilia candle is made by hand in a small batch — poured with care, cast in real concrete. Once it leaves us, it's yours. We can't accept returns on undamaged products.
But if your candle arrived broken — the courier did a thing — here's what to do:
1. Don't throw anything away (box, packaging, broken pieces).
2. Take a video the moment you open it. Unboxing but sadder.
3. Send the video + your order number to otiliacandle@gmail.com within 48 hours of delivery.
4. We'll sort it out and make sure you end up with a candle that wasn't in a fight.
No video within 48 hours = we genuinely can't help. We use that video to fight the courier on your behalf too — it protects both of us.
No refunds. Only exchange on undamaged products. Broken on arrival? Video in 48 hours. We'll exchange it. That's the whole policy.
Candle Jar Guarantee (subscribers)
The jar/vessel guarantee applies to active OTILIA subscribers:
- Basic plan — a candle damaged in transit, or with a manufacturing defect reported within 5 of delivery, is replaced free of charge.
- Standard plan — replacement jars available at 50% off, anytime while subscribed.
- Premium plan — one free jar replacement per year while subscribed.