Refund policy
We want you to be at home with your Lyra candle. If something is wrong, here is how we handle it.
The short version
- Damaged in transit? We will replace it or refund you. No return required. Send us three photos so we can file the carrier claim.
- Doesn't smell the way you hoped? Within fourteen days of delivery, unburned, return it for a full refund of the candle. Store credit or an exchange if you prefer.
- More than fourteen days, or already burned? We are not able to refund.
Damaged in transit
Concrete vessels sometimes do not survive the journey. If yours arrives broken or otherwise visibly damaged, email studio@lyracalifornia.com within seven days of delivery and include three photographs:
- The outside of the shipping box, with the shipping label visible.
- The inside of the box with the packing material still in place.
- The candle itself, showing the damage.
We ask for all three because they are what the carrier requires in order to process a damage claim. Please keep the box and packing material until your claim is resolved, in case the carrier asks to inspect them.
You can choose:
- A full refund to your original payment method.
- A replacement candle, sent at no cost.
You do not need to ship the damaged candle back. We will process either option within five business days of receiving your email.
Within fourteen days, unburned
Scent is personal, and we know words on a website cannot fully describe it. If your candle arrived intact and you simply do not love it, then within fourteen days of delivery, with the wick untrimmed and the wax unburned, you may return it in its original packaging for a full refund of its purchase price. If you would rather have store credit or an exchange, we are happy to do that instead.
To start a return, email studio@lyracalifornia.com with your order number so we know to expect it. Returns are sent to:
Lyra
22730 Rodax St
West Hills, CA 91304
You are responsible for return shipping. We recommend a tracked, insured method, and please include your order number in the box.
Once we receive the candle and confirm it is unburned, we will refund it to your original payment method within five business days, or issue the store credit or exchange if that is what you asked for.
After fourteen days, or once burned
We are not able to accept returns more than fourteen days after delivery, or for candles that have been burned. The wick is the marker. Once it is darkened, the candle has been used.
Not eligible for return
- Final sale items, when noted on the product page. There are none at present.
- Candles received as gifts, unless the original purchaser initiates the request.
- Items purchased through a third party, such as a retailer or marketplace. Those refunds are governed by that third party's policy.
Cancellations before shipping
If your order has not yet shipped, you may cancel for a full refund. Email studio@lyracalifornia.com with your order number as soon as possible. Once a tracking number has been generated, the order is in transit and the policy above applies.
Lost packages
A package is considered lost if it has not arrived fourteen days after the carrier marked it as shipped. If your tracking shows no movement for that long, email us and we will reship at our cost.
If a package is marked delivered but you cannot find it, please check with neighbors and your carrier first. We will help you file a carrier claim if needed.
Refund timing
Once a refund is approved it is processed within five business days. Your bank may take an additional three to ten business days to post it to your account.
Contact
Refund and return questions can be sent to studio@lyracalifornia.com.
Lyra / California