Returns & refunds

You can return most pieces within 30 days of delivery. Items should be unused, in their original condition and packaging. Candles must be unburned.

Because every piece is handmade, small variations in glaze, grain, weave or colour are part of the character, not a defect.

1. Email hello@fernhollow.example with your order reference (it looks like FH-ABCD-2345) and the items you'd like to return.
2. We'll reply within two business days with a return address and instructions.
3. Pack the items securely, ideally in the box they arrived in, and send them back with a tracked service.

Once your return arrives and we've checked it over, we refund the item price to your original payment method. Refunds are issued within 3 business days of receipt; your bank may take a further 5–10 business days to show it.

Original shipping charges are refunded only when the return is due to our error.

Return shipping is paid by you, unless the item arrived damaged, faulty or not what you ordered. In that case we send a prepaid label.

Want a different glaze, size or colour? Start a return for the original and place a new order for the one you'd like. That way it ships straight away instead of waiting for your return to arrive.

Engraved boards, stamped pendants and journals with a name on the cover are made just for you, so they can't be returned or exchanged unless they arrive damaged or with a mistake on our part. Please double-check spelling before adding to your cart.

If something arrives broken or isn't what you ordered, email us within 7 days of delivery with a photo of the item and the packaging. We'll send a replacement or a full refund, including shipping, and you won't need to send the broken piece back.