Phoebus · Returns

Not right? We'll sort it

14 days, free return shipping, no questions asked. If something isn't right, write to us and we'll make it so

Return window 14 days From the date your order was delivered

Return shipping We cover it We'll send a prepaid label — no cost to you

Refund time 5 business days From the moment we receive the return

How it works

Four steps

01 / Write

Write to us via the contact page with your order number and reason. We'll get back to you within one business day

02 / Label

We send the label

We'll email you a prepaid return label. Print it, attach it to the original packaging, and drop it at any courier point

03 / Send

Pack it carefully

Return the candle in its original packaging, unopened. Once we receive it, we'll inspect and confirm within 24 hours

04 / Done

Your choice, resolved

Refund, exchange or store credit — whichever you prefer. Processed within 5 business days of receiving the return

Your options.

Three ways to resolve

Option I

Full refund

A complete refund to your original payment method. Processed within 5 business days of us receiving your return

Option II

Exchange

Prefer a different candle? We'll swap it for any other in the collection and ship the replacement the same day we receive yours

The fine print

What we ask in return

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The candle must be unopened

We can only accept returns for candles in their original, unlit condition. Once burned, a candle cannot be returned

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Within 14 days of delivery

The return window opens on the day your tracking shows delivered and closes 14 calendar days later

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In its original packaging

Please return the candle in the kraft box it arrived in. This protects it in transit and helps us process the return faster

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Damaged on arrival is different

If your candle arrived broken or damaged, photograph it and write to us within 48 hours. We'll send a replacement immediately, no return needed

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The vessel is not returnable separately

The hand-turned vessel is part of the product. Returns must include both the candle and the vessel together

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Gift returns are welcome

Received a Phoebus candle as a gift? Write to us with the order number and we'll arrange a return or exchange on your behalf

Not right? We'll sort it

How it works

Your options.

The fine print

Start with a messageto Madrid

Start with a message
to Madrid