Please note: this wording is provided for convenience and is not legal advice. Adjust the highlighted timeframe to your own process, and have a UAE-qualified professional review it before you rely on it.

Returns & Cancellations

Last updated: 21 July 2026

Every Lily's Secret candle is personalised and made to order, so this policy is a little different from an off-the-shelf shop. Please read it before you order.

1. Bespoke, made-to-order items

Because each candle is custom-made to your chosen fragrance and secret message, it is produced specifically for you and cannot be resold. For that reason, personalised items are not eligible for change-of-mind returns or refunds. This is consistent with UAE consumer protection rules, which allow an exception for customised goods made to the customer's specification.

2. Cancelling an order

You may cancel or change your order before we begin production — please contact us as soon as possible. Once your candle has entered production (the message is hand-set before the final pour), it can no longer be cancelled or altered.

3. Damaged, faulty or incorrect items

We check every candle by hand, but if your order arrives damaged, faulty, or not what was agreed, we will put it right. Please contact us within 48 hours of receiving it, with your order details and clear photos. Where a fault is confirmed, we will offer a repair, replacement or refund as appropriate.

4. What is not covered

• A change of mind, or not enjoying a fragrance you chose (scent is personal and subjective).
• Small natural variations in colour, finish or scent strength that come with handmade candles.
• Spelling or wording errors in a message exactly as you supplied and confirmed it.
• Damage caused after delivery or by improper use of the candle.

5. Refunds

Where a refund applies, it will be issued using the original payment method, or another method agreed with you, once we have received and reviewed the item or evidence. Please allow a reasonable processing time.

6. How to reach us

To cancel, report a problem or ask about your order, email orders@lilysecretcandles.com or hello@lilysecretcandles.com, or message us on Instagram.

7. Your statutory rights

Nothing in this policy affects any rights you have that cannot be excluded under the consumer protection laws of the United Arab Emirates.