CUSTOMER CARE
Refund & Returns
We want you to feel confident when ordering from Alchemy Wares. If there is a problem with your order, please contact us and we will do our best to help.
Last updated: 31 March 2026
AT A GLANCE
Contact us first
Please contact us before returning any item.
Return condition matters
Items should be unused and returned in suitable condition where eligible.
Damaged orders
If something arrives damaged or incorrect, contact us as soon as possible.
Refund review
Refunds are reviewed once returned goods are received and checked.
Returns overview
If you need help with an order, please contact us first with your order details and the reason for the return request. We will review the issue and let you know the next steps.
Returned items should not be sent back without prior contact, as this helps us handle your request properly and avoid delays.
How to request a return
Contact us
Get in touch through our contact page and include your order number and reason for the return.
Wait for guidance
We will review your request and confirm whether the item is eligible for return.
Return the item carefully
If approved, return the item securely packaged and in suitable condition.
Refund review
Once received, we will inspect the returned item and confirm the refund outcome where applicable.
Return eligibility
To be eligible for a return, items should generally be:
- unused and in suitable resaleable condition
- returned with original packaging where possible
- not damaged after delivery by misuse, storage issues, or accidental handling
- approved for return by us before being sent back
We reserve the right to refuse returns that do not meet reasonable return conditions.
Items that may not be returnable
For hygiene, safety, or product integrity reasons, some items may not be suitable for return once opened, used, or handled after delivery.
This may include certain oils, incense, cleansing items, candles, personal-use items, or goods with broken seals, depending on the product type and condition.
If you are unsure whether an item is returnable, please contact us before ordering or before opening the item.
Damaged, faulty, or incorrect items
If your order arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible.
To help us resolve the issue quickly, please include:
- your order number
- a short description of the issue
- clear photographs where relevant
We will review the issue and advise you on the next steps as quickly as possible.
Refunds
Where a refund is approved, it will usually be processed back through the original payment method.
Refund timing may vary depending on the payment provider and your bank or card issuer.
Shipping costs may not always be refundable unless the return is due to a fault, damage, or an incorrect item supplied by us.
Return postage
Unless the item is faulty, damaged, or incorrect, return postage costs are usually the responsibility of the customer.
We recommend using a tracked return service where appropriate, as we cannot guarantee responsibility for returned items lost in transit.
Need help with a return?
If you have any questions about a return, refund, or damaged order, please contact us before sending anything back.
Order with confidence
We aim to make every order feel clear, secure, and well supported. If something is not right, we are here to help.
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