Refund policy
Refunds & replacements
We want you to be happy with your Sablewick cauldron warmer. If something is wrong with your order, email us at hello@sablewick.store within 14 days of delivery and we will sort it out.
If your order arrives damaged, faulty, or is not what you ordered
Email us within 14 days of delivery with a photo that shows the damaged item and the shipping label in the same picture. This lets us match the claim to your order and, where the parcel was mishandled, take it up with the carrier.
We will send a replacement free of charge. You do not need to post anything back — please hold on to the item until we have replied, in case we need another photo. A replacement takes 10–15 days to reach you. Where a replacement is not practical, we will arrange a refund instead.
If you ordered a Duo or Coven Set and only part of it arrived damaged, we replace the damaged pieces, not the whole set.
This is fired ceramic travelling a long way, and occasionally one does not survive the trip. We expect it, and we would rather replace it than argue about it.
If your order never arrives
Every order ships with tracking.
If tracking has not updated for 10 days, contact us and we will replace or refund the order.
If tracking shows your parcel as delivered but you do not have it, please first check with anyone else at the address, look wherever your carrier usually leaves parcels, and allow 48 hours — carriers occasionally scan items as delivered a day early. If it still has not turned up, contact us within 30 days of the delivery date and we will look into it with the carrier and put it right.
Change of mind
Our warmers ship from an overseas warehouse, and return postage on an item like this costs more than the item itself. For that reason we are not able to accept returns simply because you have changed your mind.
Please take a look at the photos, the dimensions and the FAQ before you order — and if anything is unclear, email us first. We would much rather answer a question than have you receive something that is not what you pictured.
How refunds are paid
Where a refund has been agreed, it goes back to your original payment method. Once approved, it usually appears within 5–10 business days depending on your bank or payment provider.
Cancelling an order
You can cancel your own order for a full refund within 1 hour of placing it, using the link in your order confirmation email. No need to contact us — the refund starts automatically.
After that hour, email us. If your order has not been sent to our warehouse yet we will cancel it and refund you in full. Orders are usually dispatched within 1–2 business days, so please contact us quickly. Once a parcel has shipped we cannot recall it.
What is not covered
- Damage caused after delivery — a warmer that has been dropped, knocked over, or cleaned with abrasives.
- Damage from misuse. Use standard small tea lights only; taller candles sit too close to the base and can scorch the finish.
- Damage reported more than 14 days after delivery.
- Claims without a photo showing the item and the shipping label together.
- Orders that go missing because of an incorrect or incomplete delivery address.
- Change of mind, as described above.
We replace a damaged order once. If a replacement also arrives damaged, we will refund you in full rather than send a third.
Contact
Email hello@sablewick.store. We reply within 24 hours.