Returns
made simple
Not completely happy with your order? We'll sort it. Get in touch within 14 days of delivery and we'll take it from there.
Three steps to a return
Get in touch within 14 days
Email us within 14 days of receiving your order at hello@thisisholisticlondon.com. Tell us your order number and the reason for your return. We'll get back to you promptly with next steps.
Send it back to us
Pack the item securely in its original packaging and send it back following the instructions we provide. The cost of return postage is the customer's responsibility. Keep your proof of postage — the item remains your responsibility until it reaches us.
Receive your refund
Once we receive the item and confirm it meets our return conditions, we'll process your refund to the original payment method. You'll hear from us as soon as it's done.
Return conditions
Contact us within 14 days of delivery. Returns requested after this window cannot be accepted.
Items must be returned unused, undamaged and in their original packaging in a resalable condition.
Return postage costs are the customer's responsibility. We recommend a tracked service and keeping proof of posting.
Items that are damaged, used or not in original packaging will not be refunded unless otherwise agreed in writing with us beforehand.
How and when you'll be refunded
Refunds are processed once the parcel has reached us and we have confirmed the item is in its original, complete condition.
Your refund will be credited to the same payment method used for the original purchase. We will notify you by email as soon as your refund has been processed.
If you have any concerns at any stage, email us at hello@thisisholisticlondon.com and we will help.
About returns
How do I start a return with Holistic London?
Email us at hello@thisisholisticlondon.com within 14 days of receiving your order. Include your order number and tell us why you'd like to return. We'll respond with everything you need to send it back.
Do I have to pay for return postage?
Yes. Return postage costs are the customer's responsibility. We recommend using a tracked service and keeping your proof of posting, as the item remains your responsibility until it safely reaches us.
How long does a refund take?
We process refunds as soon as we receive and inspect the returned item. Once processed, the time it takes to appear in your account depends on your bank or payment provider, but is typically three to five working days.
Can I return a candle I have already used?
Used or opened products cannot be returned unless they are faulty or damaged on arrival. If you received a damaged item, please email us at hello@thisisholisticlondon.com with a photo and we will make it right.
What if my order arrived damaged?
We're sorry if something arrived less than perfect. Email us at hello@thisisholisticlondon.com with your order number and a photo of the damage and we will resolve it for you as quickly as possible.
Need to get in touch?
Email us at hello@thisisholisticlondon.com and we'll take care of you.
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