Return PolicyUpdated 2 years ago
Read below for information on returns and refunds.
*All return or refund requests must be within 30 days from the ship date on your order.
Did your order arrive with one or more damaged products? We're sorry your NOTES® purchase arrived in less-than-perfect condition. Please take a photo of the damaged product and send it to our Customer Service Team by emailing [email protected]. Upon receiving the images, we will issue you a refund for your order or key a replacement of your item at no cost to you.
Was your order missing purchased items?
We are sorry that your order arrived incomplete. If you did not receive your NOTES® purchase in its entirety, please reach out to our customer service team at 1-866-603-6165 or email us at [email protected] and they would be happy to assist and get the remaining items to you.
Did your order include the wrong items? We are so sorry for the mix-up! If the items you received do not match the items you ordered, please give us a call at 1-866-603-6165 or email us at [email protected] to let us know about the issue. One of our Customer Service Team Members will be more than happy to correct your order during business hours Mon-Thurs. 8 am- 6 pm and Fridays until 5 pm EST (holidays excluded).
Did you not like the fragrances you ordered? That’s perfectly understandable. Ordering fragrances online can be challenging because you are not able to smell the fragrance in person. Please contact our Customer Service Team regarding your order by emailing [email protected] or calling 1-866-603-6165.
Was the product quality not satisfactory? We’re here to change the way you candle with exceptional and sustainable fragrance products. Our people mean a lot to us, so be sure to share your feedback with us if your experience is less than satisfactory. If you will email us at [email protected] one of our Customer Service Team Members will respond within 24-48 hours. If you can provide an image of the issue with the product and the label of the item, we will be able to share that information with our Quality Control Team so that they can research possible explanations for poor performance.
Was your order lost/missing? We are very sorry to hear that you have not received your order. Please reach out to our Customer Service Team at 1-866-603-6165 or email us at [email protected]. We are happy to investigate your missing order and issue a refund or a replacement.
Did you purchase one of our items from an independent retailer or online marketplace? Thanks for supporting locals! For a return or refund, please contact the retailer you purchased the item from. If it was a gift or you are unable to return it to the retailer where the item was purchased, please contact Customer Service by phone at 1-866-603-6165 or by emailing us at [email protected].
Changed your mind about your order and wish to return the items?
You are welcome to return any unopened and unused items at your expense within 30 days from the ship date of your order. We ask that you include your name and order number and that all of the items are unused (in original packaging and unlit). Once the return is received, our Customer Service team will issue a refund for the value of the items returned. You may reach our Customer Service Team at 1-866-603-6165 or by emailing us at [email protected] for any questions related to your return.
Returns may be sent to the address below: