Shipping and returns
This Shipping and returns page explains delivery, tracking, returns, and refunds for The Magic Apothecary. If you need help with an order, use our Contact page.
Shipping
Shipping timelines depend on destination and carrier capacity. When your order leaves our studio, you will receive a shipping confirmation email. If tracking is available for your destination and shipping method, it will be included in that email.
Order tracking help: Order tracking
Returns and the right to withdraw
If you are an EU consumer buying online, you generally have a 14 day right to withdraw from the purchase after receiving the goods, with certain legal exceptions. Where applicable, we follow that framework. You can also request a return within 30 days for unused, unopened items in original packaging, as a goodwill extension, when the product type allows it.
Reference: EU guidance on returns and withdrawal
Return eligibility
- Items must be unused, unopened, and in the same condition you received them.
- Items must be in original packaging, with all parts included.
- For candles, we do not accept returns of products that have been burned, unless the item arrived defective or damaged.
- For oils and body products, we do not accept returns of opened items, unless the item arrived defective or damaged.
How to start a return
Email us with your order number and the reason for the return, and we will confirm the return steps and the return address. Use Contact us.
Refunds
Once your return is received and inspected, we will email you with the approval or rejection of your refund. If approved, the refund is issued to the original payment method.
For withdrawals where EU rules apply, we may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earliest.
Late or missing refunds
If you have not received a refund yet, check your bank account first. Then contact your card provider, and then your bank, as posting times vary. If you still cannot locate the refund, contact us with your order number via Contact us.
Exchanges and damaged items
We replace items only if they arrive defective or damaged, subject to stock availability. Contact us promptly with your order number and clear photos via Contact us.
Return shipping costs
Unless the item is defective or damaged due to our error, return shipping costs are the customer’s responsibility. Original shipping costs are not refundable.
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Last updated: 13 December 2025