Refund policy
Refund policy
The short version
Each candle’s label is made for one person from the details you give us, so we can’t take it back if you change your mind. We do put right anything that’s our fault, free, and we make it easy to fix a typo before the label prints.
Changes and cancellations before printing
A person checks every chart before it prints, so there’s usually a short window after you order. During that window you can change anything (name, date, time, place, scent, note, sender, shipping address) or cancel for a full refund. Email hello@giftdate.co with your order number as soon as you can. We can’t promise a particular window, because some orders go to print within hours. Once the label has printed, the name, date, place and scent are fixed and the order can’t be cancelled.
Damaged on arrival
If the candle arrives broken, cracked or leaking, email us within 14 days of delivery with your order number and photos of the damage and the packaging. We’ll reprint and reship a replacement at no charge. We don’t need the damaged one back. If you’d rather have a refund than a replacement, say so and we’ll refund in full.
Our mistake on the label
If the name, birth date or birthplace printed on the label doesn’t match what you entered at checkout, or the label is misprinted, email us within 14 days of delivery with a photo. We’ll reprint and reship free, or refund in full if you prefer.
A mistake in what you entered
If a detail was typed wrong at checkout and the label printed that way, that isn’t covered by free reprinting, because the candle was made exactly to the order. Email us anyway. If the error is only on the reading page (a birth time, the note, a typo in the place name), we’ll correct the page at no charge. If you’d like a reprinted candle, we’ll offer one at our cost plus shipping.
A birth time that turns up later
If you ordered without a birth time and later find one, email us and we’ll recompute the reading page with the full chart at no charge, for as long as the page is live. The printed label stays as it is.
The astrology
The reading is written for reflection and enjoyment. We don’t refund on the basis that the reading doesn’t feel accurate or that the recipient doesn’t agree with it. If you believe the astronomy is wrong (a planet in the wrong sign for that date, time and place), tell us the details and we will check it against independent sources and correct it if we got it wrong.
Scent
Scent is a matter of taste and we can’t accept returns because a scent isn’t liked. Read the three descriptions on the product page before choosing; our suggestion by Sun sign is only a suggestion.
Lost in transit
If the tracking shows the parcel is lost, or it shows delivered and hasn’t turned up after 7 days and a check with neighbours, email us. We’ll reship or refund.
How refunds are paid
Refunds go back to the original payment method through Shopify. We issue them within 5 business days of agreeing one; your bank or card issuer may take a further 5 to 10 business days to show it. Shipping charges are refunded when the whole order is refunded for damage, our error or loss.
How to reach us
hello@giftdate.co, with your order number in the subject. We usually reply within one business day.