Overview

At The Lys Collective, all of our products are carefully inspected before they are shipped. Due to the nature of our products, used candles cannot be returned or refunded. However, we will replace or refund products damaged during shipment if photographic proof of damage is submitted to The Lys Collective within 7 days of delivery.

You may return your unused products for a full refund of your purchase price, less shipping and handling, within 14 days of delivery.  The customer is responsible for paying return shipping charges. Please contact us at hello@thelyscollective.com for further details. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please pack your return in a manner similar to how it was sent to you. Should we determine glass products were not packaged in a manner eligible to be resold, your return will not be eligible for refund.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow 3-10 business days for your refund to process, depending on your financial institution.

Late or missing refunds :

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thelyscollective.com

Sale items :

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or arrive damaged. If you need to exchange it for the same item, send us an email at hello@thelyscollective.com within 7 days of receiving your order.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

You will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Need help?

Contact us at hello@thelyscollective.com for questions related to refunds and returns.