Refund policy
Returns
Due to the nature of our products, all sales are final. We do not accept traditional returns or exchanges.
Each Isla 84 NYC candle is carefully inspected and hand-poured in small batches to ensure quality and consistency.
That said, we want you to truly enjoy your candle.
If, for any reason, you are not satisfied with your purchase, you may contact us within 7 days of delivery. To be eligible for a return, your item must be in the same condition that you received it, unused, unburned, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Info@isla84.com.
If your return is accepted, we’ll send you a prepaid return shipping label and instructions on how and where to send your package. The cost of the label will be deducted from the final refund amount. Items sent back to us without first requesting a return will not be accepted.
Unclaimed Packages
If a package is returned to us due to an incorrect address provided at checkout or failure to retrieve the package from the shipping carrier, the client will be responsible for the cost of reshipping.
International shipping fees, duties, and taxes are non-refundable.
You can always contact us for any return questions at Info@isla84.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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, unburned or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Original standard shipping costs will be refunded where applicable. Any upgraded or express shipping fees are non-refundable. Return shipping costs are the responsibility of the client.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Info@isla84.com.