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Refund Policy

 

 

Returns / Exchanges -

Please contact us within 28 days of delivery in order to enquire about a return request. Once a return request is granted you will be given a returns number, please include this noted inside the return. Once we receive your return it will be inspected and if the return is accepted the refund will be processed, this typically takes 3-5 working days. If your item is faulty, please contact us via email 

Please note;

Returns shipping will not be covered by us and must be arranged by the buyer.
The Enchanted Viking is only responsible for carriage in one direction of transit, any damage that occurs while in transit to The Enchanted Viking will not be covered by us and we may refuse the return. The Enchanted Viking will not accept any return without a returns number, this must be noted inside the return. Goods must be returned complete and in original packaging, if any items arrive back damaged, we may refuse the return. We reserve the right to refuse/return a package or charge a restocking fee when returns are returned to us after 28 days.

Please note;

The Enchanted Viking will not accept a return because a wax bar has arrived snapped, we take a lot of care to carefully package our products however sometimes they may break in transit due to how fragile wax can be. In the event you receive a snapped bar it can be used as normal and will still be of the highest quality.

Cancellation of your order -

Cancellation of orders can be requested before 12 noon on the day of purchase, although we can not guarantee the order will be cancelled.
Once your order is dispatched with the courier we can not cancel the order or make any changes (e.g add/remove products or change of address).
If you need to cancel your order once it has already been dispatched then you will need to start a return process, please refer to the above returns section.

Changes to your order -

Changes to your order can be requested before 12 noon on the day of purchase, although we can not guarantee the order will be changed.
Once your order is dispatched with the courier we can not make any changes (e.g add/remove products or change of address).

 

What should I do if I am not happy with my order?


In the event that you are not happy with the products you receive, we offer a full money back guarantee. Please note that custom orders are non refundable. 

• Items must be unused and in their original packaging. 

• You must notify us of your return within 30 days of receiving your product. 

 

My order is wrong?

Although rare, mistakes can happen. If you believe you have received the wrong item/s please contact us ASAP with your order number and relevant information so that we can send the correct ones out.

My products are faulty?

If you believe there is something wrong with the products received please contact us ASAP where a member of the team will be happy to assist.
Where the item is faulty but not damaged, a return will be arranged so that the product can be inspected. If the product is found to be faulty a full refund will be issued, if we find the product fit for purpose a gift card will be issued to the value of the product returned.

I haven’t received my order?

Please allow reasonable time from your dispatch email for your order to arrive. For orders sent 1st class the estimated delivery time is 1-2 working days, for orders sent 2nd class the estimated delivery time is 2-3 working days, and for orders sent via Hermes the estimated delivery time is 3-5 working days. Please note these are just estimations and delays may occur, especially during busy periods, which are out of our control. If you contact us with any issues we will be happy to assist you further.