Refund policy

Returns:

We completely understand that sometimes an order isn’t quite right. You have 14 days from receiving your order to request a return. To be eligible, your item must be unused, in its original condition and packaging. To process a return, please visit our website returns page, complete the form, and upload clear photos of your item. If you’d like to return an item, please read the information below. 

1. Eligibility for Returns

We’re happy to accept returns provided that:
  • The item is unused and in its original condition
  • The item is in its original packaging
  • There is no damage or signs of use
  • You contact us within 14 days of receiving your order
We reserve the right to refuse a refund if items are returned used, damaged, or not in a resellable condition.

2. Return Postage

We do not cover the cost of return postage unfortunately!
  • You are responsible for purchasing your own postage label.
  • We recommend using a tracked service and keeping proof of postage, as we cannot be held responsible for items lost in transit.
To help you save on return postage and ensure your parcel arrives safely, we recommend using the following service:

Recommended Carrier: Royal Mail Click & Drop
Parcel Size: Small Parcel
Weight Guide:
  • 1 candle ≈ 500g
  • 4 candles ≈ 2000g
  • 1 room spray ≈ 300g
Please select the most appropriate weight band for your return (typically 500g–2000g, depending on how many items you are sending back).

Recommended Service: Royal Mail 48 Hour Tracked
While tracked shipping is not mandatory, we strongly recommend using a tracked service. If a return parcel is lost in transit and does not reach us, we will be unable to issue a refund.

3. How to Return Your Order

If you would like to return an order, please:
  1. Ensure it meets the conditions above.
  2. Include your order number and full name inside the parcel so we can identify your return.
  3. Make sure to package the order safely, reusing the packing peanuts provided, or using safe and protective packing material. Any damage items returned will be deducted from the order.
  4. Send your parcel to:
APOLLO IPSUM DISTRIBUTIONS
UNIT 7, SIC TRADE PARK
66–67 MORFA ROAD
SWANSEA
SA1 2EF

4. Refunds

  • Once we receive and inspect your return, we will process your refund to your original payment method.
  • Please allow up to 7–10 working days for the refund to appear in your account, depending on your bank or payment provider.
  • Original shipping costs (if any) are non-refundable.

5. Damaged or Incorrect Items

If your item arrives damaged or we’ve sent the wrong product, please contact us before returning it.
  • Email us with your order number, a description of the issue, and clear photos of the product and packaging.
  • In cases of damaged or incorrect items, we will advise you of the next steps and may cover return or replacement costs where appropriate.

6. Non-Returnable Items

For safety and other reasons, we may not be able to accept returns on:
  • Partially used candles
  • Items that have been burned, lit, used or altered
  • Used Room Sprays
  • Candle Blind Bag Products
If you’re unsure whether your item is eligible for return, please contact us before sending it back.

After submitting the form, you can also email info.support@apolloipsum.co.uk for further assistance.

Please do not send items back without first completing the returns form - unrequested returns will not be accepted. For any questions, reach out to info.support@apolloipsum.co.uk.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us immediately and include photos so we can resolve the issue quickly.

Non-Returnable Items

Certain items are not eligible for return, including:

  • Used candles or tampered products
  • Used or tampered room sprays

If you’re unsure, please contact us about your specific item.

Exchanges

If you’d like a different item, return your original purchase (after approval) and place a new order.

Refunds

Once your return is received and inspected, we’ll notify you of approval. Approved refunds are processed to your original payment method within 10 business days. Bank or credit card processing times may vary.

If you haven’t received your refund 15 business days after approval, please contact info.support@apolloipsum.co.uk