Last updated: October 2026
 

We hope that every Essence Atelier Home piece finds its place in your home.

If something is not quite right, you may request a return within 14 days of receiving your order.

CHANGING YOUR MIND

You have 14 days from the date you receive your order to let us know that you wish to return an item.

To request a return, please email:

hello@essenceatelierhome.com
 

Please include your order number and the item or items you would like to return.

Once your return has been approved, we will provide you with the relevant return instructions.

Returned goods should then be sent back promptly and, where mandatory consumer legislation applies, within the applicable legal return period.

RETURN CONDITION

Returned items must be in their original condition and should not show signs of use beyond what is reasonably necessary to inspect the product.

Please return products carefully packaged and, where possible, in their original packaging.

If a product has been used, damaged or handled beyond what is reasonably necessary to establish its nature, characteristics and condition, we may make an appropriate deduction from the refund where permitted by applicable law.

RETURN SHIPPING COSTS

Unless an item is faulty, damaged upon arrival or incorrectly supplied, the customer is responsible for the cost of returning the item.

We strongly recommend using a tracked shipping method.

The customer remains responsible for the returned parcel until it reaches us.

ORIGINAL SHIPPING COSTS

Where required by applicable consumer law, the cost of standard outbound delivery will be included in the refund.

If you selected a more expensive or express shipping option, any additional amount above the standard delivery cost may not be refundable.

NON-RETURNABLE ITEMS

Certain items cannot be returned for change-of-mind reasons where permitted by applicable law.

This may include:

• products made specifically to your individual specifications;

• clearly personalised pieces; or

• other products excluded from return under applicable consumer legislation.

A piece is not considered personalised simply because it has been made or finished by hand as part of our standard collection.

Any product-specific return restriction will be clearly stated before purchase.

This does not affect your rights where an item is faulty, damaged or incorrectly supplied.

HANDMADE VARIATIONS

Essence Atelier Home pieces are made and finished by hand.

Slight variations in colour, texture, marbling, surface, shape and finish can naturally occur between individual pieces.

Our hand-cast pieces may also display small air bubbles, subtle markings or minor surface variations created during the casting and finishing process.

Our candles may show slight variations in colour, weight or finish between batches.

These characteristics are part of handmade production and are not considered defects by themselves.

If you are unsure whether something is a natural handmade variation or a fault, please send us photographs at hello@essenceatelierhome.com and we will be happy to review it.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order after delivery.

If an item has arrived damaged, appears faulty or is not the item you ordered, contact us as soon as reasonably possible at:

hello@essenceatelierhome.com

Please provide:

• your order number;

• a short description of the issue; and

• clear photographs of the item and packaging.

We will assess the issue and provide an appropriate solution in accordance with applicable consumer law.

This may include a replacement, repair or refund depending on the circumstances.

REFUNDS

Once your return has been received and inspected, we will confirm the status of your refund.

Approved refunds will be returned to the original payment method.

Where mandatory consumer legislation applies, refunds will be issued within the applicable legal timeframe.

Please note that your bank or payment provider may require additional time before the refunded amount appears in your account.

CUSTOMS & IMPORT CHARGES

Customs duties, import VAT or handling fees paid directly to customs authorities, shipping companies or other third parties are generally not refundable by Essence Atelier Home.

For international returns, customers are responsible for correctly identifying a parcel as returned goods where required by customs authorities.

CANCELLING BEFORE DISPATCH

If you wish to cancel an order before it has been shipped, please contact us as soon as possible:

hello@essenceatelierhome.com

We will do our best to cancel the order before dispatch.

If your parcel has already been dispatched, the normal returns procedure will apply.

CONTACT

For all return and refund enquiries:

hello@essenceatelierhome.com