At House of Harris we are proud to provide an excellent customer service and total satisfaction in our products. As such if for any reason you are not completely satisfied with your purchase you can return it to us within 30 days of receipt for a full refund.
All we ask is that your item is returned to us in an unused, undamaged re-saleable condition, with all original packaging and labels. Simply contact us either by email or phone before returning your item to let us know your intentions, and return it to us within 30 days of receipt. Unauthorised returns (those that we have not been made aware of) will not be processed.
We recommend you use the original packaging and a tracked service to send your order back to us, and that you pack your item securely. Unfortunately we will not be able to refund you if it arrives back to us broken.
Please note that returns for undamaged/ not faulty items are sent at your own cost and our delivery charges unfortunately cannot be refunded.
In the event that your item arrives damaged then firstly please accept our apologies, and secondly please contact us straight away. We need damages to be reported to us as soon as possible and within 48 hours of receipt.
Please keep all original packaging as in some cases we will require the item to be returned at our expense; in others we will require a picture.
We will not be able to send a replacement or refund you for a broken item where a picture or return isn’t possible.
If your candle isn’t performing as expected then please first check our Safety & Burning tips.
We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.
If your item is faulty or develops a fault soon after purchase, please contact us as soon as you notice the fault, and no later than 60 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, House of Harris will not accept responsibility for goods after more than 60 days.
If our customer service team requests you to return the damaged goods to us, you can do so at our expense with a prepaid returns label.
If you receive a different item to the one that you have ordered then please accept our apologies. Please contact us ASAP and we will do our best to resolve our error as quickly as possible, and in the best and most convenient way for you.
We use Royal Mail's Tracked Returns Service. This means that if you are returning your order at our expense then you will be able to do so easily and securely. We will email you details of how to obtain your pre-paid label when you contact us about your order.
If you are returning your order at your own expense then you can request to use this service at a small charge. Please enquire about doing this when you get in touch to arrange your return.
This service can only be used if you have been authorised by House of Harris to do so.
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