Last updated: October 28, 2026
This policy applies to purchases made in the WILSON JOE online store (wilsonjoe.shop/) from WILSON JOE, Lexington, South Carolina. If a scent is not right for you, here is how returns work.
Summary
- Window: 30 days from delivery.
- Condition: candles unburned with the wick untrimmed; diffusers unopened with the seal intact and the reeds dry.
- Return postage: free within the US on the first return per order; you pay for additional returns from the same order.
- Refund: to the original payment method, 5–7 business days after we receive and check the item.
What can be returned
Candles that have never been lit, with the wick still full length, the cork lid and the original box. Reed diffusers that have not been opened: the bottle sealed, the reeds still banded, the collar unopened. Pack glass the way it arrived — upright, in the moulded insert — because a candle that arrives broken cannot be refunded.
What cannot be returned
For a change of mind, we cannot accept a candle that has been burned or a diffuser that has been opened — once the wax is melted or the reeds are in the bottle, it cannot be sold again and we will not pretend otherwise. Used candles, damaged vessels, and items returned without their packaging are also excluded. Final-sale items are marked on the product page. This does not affect your rights if an item is faulty, not as described, or not fit for purpose.
How to start a return
Email admin@wilsonjoe.shop with your order number and the item you want to return. We reply within one business day with a return label and instructions. Please do not send anything before you hear from us — parcels without a return reference take much longer to process.
Return address: WILSON JOE, 300 Palmetto Park Blvd, Bldg 70, Lexington, SC 29072, USA.
Exchanges
Want a different scent or a different vessel colour? Start a return for the one you have and place a new order for the one you want — that is faster than a postal exchange, and it holds stock before it sells out. If the scent you need is out of stock, we will tell you when it returns.
Faulty or incorrect items
If a candle arrives with a cracked jar, a wick that will not stay lit, or a scent that is clearly not the one you ordered, email us within 14 days with photos. We cover return postage in full and send a replacement or a refund, including original shipping, as you prefer. Tunnelling caused by a short first burn is covered in our FAQ — usually a longer first burn fixes it, and we will talk you through it.
Late parcels
If tracking has not moved for seven days, or a parcel is marked delivered but missing, contact us and we will open a carrier claim. See our Shipping Policy for details.