The house · Returns & refunds
Returns & refunds
Fourteen days to change your mind, and the money back to the card you paid with. Here is how it works, start to finish.
Updated 21 October 2026
In short
14 daysAnything unused and in its box can come back within 14 days of delivery.†
CandlesA candle can't come back once it has been lit, unless it is faulty.†
Faulty or wrongAlways comes back, for a replacement or a full refund.
RefundsTo the card, Apple Pay or Google Pay you paid with.
Your rightsThis policy adds to your rights under UAE consumer law. It never takes any away.
Starting a return
Write to usBy email at [email protected]† or on WhatsApp at +971 5X XXX XXXX†. Give your order number (it starts NV-) and say what is coming back.
The collectionWe reply within one working day with a time for the courier to collect it from your door, anywhere in the UAE.†
PackingPut it back in its box, with everything that came with it. The gift wrap needn't go back.
The feeCollection is free when a piece is faulty or wrong. For a change of mind, the standard delivery fee is taken from the refund.†
Sending it yourselfIf you'd rather, send it by a tracked service to Where a return goes when it is not collected†.
Refunds
Where it goesBack to the card, Apple Pay or Google Pay you paid with. A refund can't be sent to a different card or account.
WhenWithin 5 working days of the return reaching the house, once we have looked at it.† Your bank then takes 5 to 10 working days to show it.
How muchThe price of what comes back. Delivery is refunded too when the whole order comes back, or when a piece was faulty or wrong.†
ExchangesWant another colour or size instead? Say so when you write. We send it as soon as yours is back, and refund or charge any difference.†
We tell youAn email from us says when the refund has been made.†
Damaged, faulty or wrong
Arrived damagedTell us within 2 days of delivery, with a photo of the piece and its box, so we can take it up with the courier.†
A fault laterA fault that shows later is still ours to put right. Write to us whenever it appears.
Your choiceA replacement, a repair or a full refund, delivery included. We collect it free.†
The wrong pieceIf we sent the wrong piece or colour, we swap it at our cost, or refund it in full.
What can't come back
Lit candlesA candle that has been lit, unless it is faulty.†
Used piecesAnything that has been used, beyond taking it out to look at it, unless it is faulty.†
Mystery boxesA box of charms once it has been opened, unless a charm inside is faulty.†
Card disputes
Write to us firstMost things are put right fastest by writing to us.
Disputing a paymentIf you ask your bank to reverse a payment, the bank tells our payment provider and asks us for the order's details. We send what was ordered, when and where it was delivered, and any refund already made. The bank decides, and we follow its decision.
Never twiceWhile a dispute is open, we can't also refund the same payment, so the money is never returned twice. If we agree with you, we tell the bank, and the dispute closes in your favour.
A payment you don't knowTell your bank, and write to us: we stop any order that hasn't left the house.
Cancelling an order
Before it leavesWrite to us and we cancel it, with a full refund to the card you paid with.†
Same-day ordersThese leave within hours, so write as soon as you can. Once a parcel has left, it comes back as a return.†
Write to the house
Email[email protected]†
WhatsApp+971 5X XXX XXXX†
Returns addressWhere a return goes when it is not collected†
MoreDelivery and gift wrap are on Help. The rest of the terms are in Terms of sale.