Thank you for shopping with Liam + Phoenix. Because our luxury candles are meticulously hand-poured in small batches, we handle returns and exchanges with the utmost care to maintain the integrity and quality of our collection.
If you are not entirely satisfied with your purchase, we are here to help.
1. Returns
To be eligible for a return, please ensure that:
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Your item is completely unused, unlit, and in the same pristine condition that you received it.
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The item is in its original, undamaged premium packaging (including all custom dust covers, boxes, and inserts).
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The return is initiated within 14 days of the confirmed delivery date.
Exclusions: We cannot accept returns on custom scent formulations, bespoke corporate orders, or items purchased during private archive sales.
2. The Return Process
To start a return, please email our concierge team at [insert support email, e.g., studio@liamandphoenix.com] with your order number and the reason for the return.
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Return Shipping: Customers are responsible for the cost of return shipping. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item, nor can we accept responsibility for items damaged in transit back to our studio.
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Drop-off Location: Returns are processed at our dedicated production studio:
Liam + Phoenix LLC
Attn: Returns Department
[Insert Studio Street Address]
Rockford, IL [Insert Zip Code]
3. Refunds & Processing
Once your return is received and meticulously inspected by our studio team to ensure it meets our luxury standards, we will send you an email to notify you of the approval or rejection of your refund.
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Approved Returns: If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment.
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Timing: Please allow 5 to 10 business days for your banking institution to post the credit to your account.
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Original Shipping Fees: Please note that original shipping costs are non-refundable and will be deducted from your total refund amount.
4. Damaged or Broken Items
We take extreme care in packaging our luxury vessels to ensure they arrive safely. However, if your candle arrives damaged or broken due to transit transit transit issues, we will replace it immediately at no cost to you.
Please notify us within 48 hours of delivery by emailing [insert support email] with:
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Your order number.
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A brief description of the damage.
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A photograph of the damaged item and the shipping box it arrived in.
Once verified, we will courier a replacement vessel to you immediately.
5. Contact Us
For any inquiries regarding your order, scent profiles, or our return process, please connect with our team:
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Email: [insert support email]
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Response Time: We aim to reply to all luxury concierge inquiries within 24 business hours.