Returns Policy
Returns & Refunds Policy
Last updated: December 17, 2025
Thank you for shopping with Empress Collection, operated by SL Crocker LTD.
We want you to be completely satisfied with your purchase of our handmade, hand-poured scented candles infused with crystals. If you change your mind or something isn’t quite right, we offer a returns policy in line with your statutory rights under the Consumer Contracts Regulations 2013.
Your Right to Cancel (Cooling-Off Period) As this is a distance purchase, you have the legal right to change your mind and cancel your order without giving any reason.
You must notify us of your decision to cancel within 14 days of receiving the goods. The cancellation period starts the day after you (or someone you nominate) receive the items.
To notify us, please contact us by email at [your email address] clearly stating your order number and intention to return.
You then have a further 14 days (from the date you notify us) to return the items to us.
The maximum period for returning items is therefore 28 days from the day after receipt of the goods.
Returning the Items
Items must be returned unused, in their original condition, with all original packaging, labels, and any protective coverings intact.
Handmade items may have natural variations, which do not constitute a fault.
You are responsible for the cost of return shipping, unless the item is faulty or not as described (see below).
We recommend using a tracked and insured service, as you bear the risk of loss or damage during return transit.
Refunds and Exchanges
Once we receive and inspect the returned items, we will process your refund or exchange within 14 days.
Refunds will be issued to the original payment method.
We will refund the price you paid for the items (excluding the original outbound delivery charge).
We reserve the right to deduct any diminution in value caused by unnecessary handling beyond what is needed to establish the nature, characteristics, and functioning of the goods.
Exceptions
Personalised or custom-made items are exempt from the right to cancel once production has begun (if you consented to this at the time of order).
Sealed items that are not suitable for return due to hygiene reasons (if unsealed after delivery) may also be excluded.
Faulty or Incorrect Items If your item arrives damaged, faulty, or not as described:
Please notify us as soon as possible (within 2 days of receipt).
We will arrange a full refund (including return shipping costs) or replacement at our expense.
You have full rights under the Consumer Rights Act 2015 for goods to be of satisfactory quality, fit for purpose, and as described.
Contact Us For any return queries, please email [your email address] with your order number and details.
This policy does not affect your statutory rights.