Refund policy
RETURNS
Frosting is a natural occurrence when working with soy wax and may be present in some of our creations, therefore frosting will not be a reason for refund or return under any circumstance. Additionally, colours and some design elements may vary between batches and so this will also not be a reason for refund or return.
For hygiene reasons, our skincare products are non-returnable in most cases. However, if you are unhappy with your order then in some cases we may be able to come to an arrangement.
To be eligible for a refund, please email us at thespooktique@outlook.com to request a return. If the item you wish to return has arrived damaged, please take a photograph of your item in the condition it was delivered to you, including any relevant images of the packaging. This can then be forwarded to our email address, thespooktique@outlook.com.
Please do not return your item to us without having first contacted us; for items eligible for return, we will issue a confirmation email authorising the return of the item(s) to our address. Any items returned without permission and prior discussion will not be refunded.
In order to return an item to us your item must be unused and in the same condition that you received it and must also be in the original packaging. Proof of purchase, such as an order number, will be required to initiate a refund.
In these circumstances we would need to receive the item(s) back within 30 days. Anything sent to us over 30 days from the day it was purchased, will not be eligible for a refund.
REFUNDS (IF APPLICABLE)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If the refund is approved, you’ll be automatically refunded on your original payment method. We are unable to issue refunds back to alternate payment methods. Please note, it can take some time for your bank or credit card company to process a refund, and so any timescales advised by us will not factor in additional processing times from other parties.
SHIPPING
To return your product, you should mail your product to: The Spooktique, 70 Wellington Road, Hakin, Milford Haven, Pembrokeshire, SA73 3BY
You will be responsible for paying for your own shipping costs for returning your item, unless it has been deemed faulty by us. The original shipping costs on all orders are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
We strongly advise returning items to us on a trackable shipping service, especially if the total value exceeds £50. The Spooktique cannot guarantee that we will receive your returned item and is not responsible for any losses.
REFUNDS FOR DELIVERY ISSUES
All orders are sent via a tracked delivery service, and tracking information is available to customers via their dispatch notification. Should a dispatch notification not include a tracking number, this information can be request via email at thespooktique@outlook.com. Please note, it is the responsibility of the recipient to monitor their tracking information for delivery updates.
LOST PARCELS
If you believe your order has been lost in the postal system, you will need to email us within 14 days of your dispatch notification so that a case may be opened to investigate. Emails should be sent to thespooktique@outlook.com and must include your order number and tracking number.
Please note, our couriers have different timescales for considering a parcel lost, and so a claim cannot be opened until the following days have passed since the expected delivery date:
- Royal Mail: 10 working days after the expected delivery date
- Yodel: 3 working days after the expected delivery date
Information on which courier has been used for your delivery can be found on your tracking number within your dispatch notification, or can be requested via email from thespooktique@outlook.com
Upon receipt of an email identifying a potentially lost order, we will start our investigations to ascertain whether your parcel has been lost. Please note, while we will always endeavour to resolve missing parcel cases as quickly as possible, in some cases we will need to wait for confirmation from the courier that the parcel has been lost, and so we are bound by their timescales.
Should the loss of the parcel be confirmed by these investigations, The Spooktique will be able to offer either a replacement or a refund on your order, including the postage.
FAILED DELIVERIES
In line with our courier's policies, if a delivery is attempted but no one is available to accept it, the delivery may be reattempted the next day or can be rearranged by the recipient. In the event that the courier is unable to deliver the parcel after their attempts, the parcel will either be retained by the courier for a set period of time, or returned to us.
Parcels returned to The Spooktique due to missed deliveries or non-collection from the delivery depot, will be eligible for either a redelivery or a refund of the items ordered. Please note, the shipping costs will not be eligible for refund.
If you believe your items have been returned to sender, you will need to email us within 28 days of the dispatch date. Emails should be sent to thespooktique@outlook.com and must include your order number and tracking number, and your preference for the order to be either resent or refunded. For items being resent, there will be an additional postage charge due to cover the redelivery.