Refund policy

My order arrived with a damaged product

Oh no! Please send us a photo of the damaged product and send it to us at hello@shopstandby.com. Once we receive this, we will issue a refund for the damaged product or issue a complimentary replacement — whichever you'd prefer.

 

The wrong items arrived with my order

Our bad! If what you've received doesn't match what you've ordered, please send us an email at hello@shopstandby.com with your order number and a photo of what you've received + its packing slip. We'll be happy to help you get your original order.


 

I changed my mind about my order and want to return the items

If your order is in the same condition you received it in (the packaging is unopened and the candle has not been lit), you can return your order for a refund.

To start a return, you can contact us at hello@shopstandby.com. We'll then send instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

All items will need to be returned at your expense. We ask that you include your name and order number along with the reason for your return. Your original order packing slip must be included in your shipment for your refund to be processed. 

Returns must be postmarked within 30 days from the ship date of your original order. Once your return is received and inspected by our team, you will be refunded the value of the items returned. If you have any questions regarding your return, please email us at hello@shopstandby.com.

 

Note about third-party purchases

This refund policy applies to products purchased on shopstandby.com only. Third-party retailers will have different refund policies than the one above. To return a purchase made from a third-party retailer or marketplace you must contact the retailer where the item was purchased directly.

 

Non-returnable items

Any Sale or Discontinued items are non-returnable and non-refundable.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused and in its original unopened packaging. You’ll also need the receipt or proof of purchase.

 

Refund Processing

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@shopstandby.com.

You can always contact us for any return questions at hello@shopstandby.com.