Our promise
Atelier Verro ships glass carefully from Melbourne and stands behind unburned product and transit damage as described on this site. For return or refund requests, email atelier@atelierverro.com with your numeric order reference, your name, and a short description of the issue.
30-day returns — unburned candles
You may return unburned candles for a full refund within 30 days.
- The candle must not have been lit or burned.
- This return right is the standard published on our Shipping & care section: “Unburned candles, full refund.”
- Contact us within 30 days of delivery (or of the date you reasonably received the order) so we can arrange the return.
Once we confirm the returned items are unburned and eligible, we will process a full refund of the product amount paid for those items. Refunds are made using the same payment method used for the order where that is available (card payment as used at checkout).
Breakages in transit
Orders are packed for glass in double-walled cartons. If a product arrives broken, we will replace it, no questions asked, as stated on the site.
- Email atelier@atelierverro.com as soon as you can after delivery.
- Include your order reference and a brief description (and photos of the damage if you have them — helpful but not a barrier to the “no questions” replacement commitment).
- We will arrange a replacement of the damaged item.
What is not covered by the 30-day unburned return
The published 30-day full refund applies to unburned candles. The following are outside that specific promise:
- Candles that have been lit or partially burned
- Change of mind after the candle has been used
- Issues caused by improper burn care (for example tunnelling from short first burns without a full melt pool), which our FAQ addresses as care guidance rather than a product defect
If a product is faulty or not of acceptable quality under the Australian Consumer Law, you may still have rights to a remedy regardless of burn status. See “Australian Consumer Law” below.
Refills and other products
Wax refills ($65 AUD for 220g) and other products (Discovery Set, room spray, diffuser, accessories, gift packs, and formats as listed) should be unused and in original condition if you seek a return for change of mind. Contact atelier@atelierverro.com with your order details. Where a product is unused and return is agreed, we will confirm the refund amount for those items. Transit breakage replacement for glass and fragile goods follows the breakage policy above.
Shipping costs on returns
Our site states free express shipping on Australian orders over $150 AUD, and $9.95 AUD shipping below that threshold. It does not publish a separate return-shipping fee schedule. When you contact us about a return or replacement, we will confirm how return postage is handled for your case (including replacements for breakage, where we take responsibility for the damaged item).
How refunds are calculated
For eligible unburned candle returns within 30 days, the refund is a full refund of the product price paid for the returned candles. Order totals at purchase were in AUD and included shipping of $9.95 or free express when free shipping applied. Whether original shipping is refunded depends on the order and will be confirmed when we process your return request.
If you paid by card through a live payment provider, refunds go back to that card. If an order was completed only in demo mode (saved locally without a live charge), there is no card capture to reverse; contact us if you need clarification on a specific order reference.
Gifts
Orders may include free gift wrap and an optional handwritten gift note, with no invoice in the parcel. If a gift recipient needs a return or replacement, the purchaser (or the person with the order reference and email on the order) should contact atelier@atelierverro.com so we can match the order.
International orders
We ship from Melbourne worldwide via tracked courier. Free express over $150 AUD applies to Australian orders. Duties and import charges on international deliveries, where charged, are the recipient’s responsibility and are separate from our product refund and breakage replacement commitments. Contact us for returns of international orders; timing and logistics may differ by destination.
How to start a return or claim
- Email atelier@atelierverro.com.
- Subject line example: Return request — order 10432001
- Include: order reference, full name, email used at checkout, items concerned, and whether the issue is an unburned return, breakage, or something else.
- Wait for our reply with next steps before sending goods back, so we can confirm the return address and process.
Australian Consumer Law
Our 30-day unburned-candle refund and breakage replacement sit alongside your rights under the Australian Consumer Law. If goods are faulty, not as described, or not of acceptable quality, you may be entitled to a repair, replacement, or refund as the law provides. Nothing in this policy excludes those rights.
Contact
Atelier Verro
Melbourne, Australia
Email: atelier@atelierverro.com
Related pages: Privacy Policy · Terms of Sale · Shipping & care · FAQ