Refund policy

We hope you love your Fig & Willow purchase. Every candle is hand-poured in Melbourne in small batches and carefully checked and packed before leaving us.

If something isn’t quite right with your order, please get in touch and we’ll be happy to help.

Change of Mind

We understand that sometimes you may change your mind.

We accept change-of-mind returns within 14 days of delivery, provided the item is unused, unburned, in its original condition and returned in its original packaging.

To request a return, please contact us at hello@figandwillow.com.au before sending your item back.

Customers are responsible for return shipping costs for change-of-mind returns. We recommend using a tracked shipping service, as we cannot be responsible for returned parcels that are lost in transit.

Original shipping charges are non-refundable for change-of-mind returns.

Fragrance Preferences

Fragrance is very personal, and the way a scent is experienced can vary from person to person.

Unfortunately, we cannot accept a return of a candle that has been burned simply because the fragrance is not to your personal preference.

We encourage you to read the fragrance notes and descriptions on each product page before making your selection.

Damaged or Incorrect Orders

We carefully inspect and package every Fig & Willow order, but if your order arrives damaged, faulty or you receive an incorrect item, please contact us at hello@figandwillow.com.au within 48 hours of delivery.

Please include your order number and clear photographs of the item and its packaging so we can assist you as quickly as possible.

Where appropriate, we will arrange a replacement, refund or other suitable resolution.

Handmade Candles

As our candles are hand-poured in small batches, slight variations in the appearance of the wax or finish may occasionally occur.

These small variations are a natural part of a handmade product and are not necessarily considered faults.

Refunds

Once an approved return has been received and inspected, we will let you know the outcome.

Approved refunds will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to remedies where a product has a major failure and, in certain circumstances, for other faults or failures under the Australian Consumer Law.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies you may have under Australian Consumer Law.