RETURNS & REFUNDS

We Want You to Be Happy With Your Order

We put a lot of care into what we make, pack, and send from Fire Mountain. If something isn't right with your order—or you simply change your mind—please contact us. We'll do our best to make the process simple and fair. For returns or exchanges, please contact us within 14 days of delivery before sending anything back.

Changed Your Mind?

We understand. Unused products in their original, resalable condition may be returned within our return period. Please contact us within 14 days of delivery for return instructions. Return shipping is the customer's responsibility. Once your return is received and inspected, we'll refund the purchase price of the returned product and any applicable tax. Original shipping charges and the $2 packaging fee are not refundable.

Not the Fragrance for You?

Fragrance is personal, and sometimes one just isn't what you expected. If you'd prefer a different fragrance, contact us within 14 days of delivery. For products in unused, resalable condition, you're responsible for shipping the original product back to us. Once we receive it, Fire Mountain will cover the shipping cost to send your replacement fragrance to you.

If Something Arrives Damaged or We Made a Mistake

That's on us, and we'll make it right. If your order arrives damaged, contains the wrong product, is missing an item, or there's another problem caused by Fire Mountain, please contact us as soon as possible. We'll work with you on a replacement or refund, as appropriate, and Fire Mountain will cover the necessary shipping costs. Photos of damaged products or packaging are helpful and may help us prevent the same problem in the future, but we understand that a photo isn't always possible. Please don't ship a damaged product back unless we ask you to.

If a Product Isn't Performing as Expected

If one of our products doesn't seem to be performing the way it should, we want to hear about it. Many things can affect candle performance, including candle care, burn conditions, drafts, and the surrounding environment. Tell us what's happening and we'll work with you to understand the problem and determine the best way to take care of it.

Clearance & Final Sale Items

Products specifically marked Clearance or Final Sale cannot be returned or exchanged because of a change of mind or fragrance preference. That doesn't mean we stop standing behind them. If a clearance or final-sale product arrives damaged, incorrect, or has a legitimate product problem, please contact us and we'll work with you to make it right.

Before Sending Anything Back

Please contact us before mailing a return or exchange. This lets us know what's coming, why it's coming back, and helps us give you the correct return instructions. Returns sent without contacting us first may take longer to process.

Questions? Just Ask.

Policies can’t anticipate every situation, and sometimes the easiest solution is simply to talk to each other. If you have a question about a return, exchange, refund, or product problem, please Contact Us. We’ll be glad to help.