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Terms & Conditions
Shipping Information
Orders are processed within 5–7 business days. Once your order has shipped, you will receive a tracking number to monitor its delivery.
Symone Smith Living is not responsible for lost or stolen packages once they have been marked as delivered.
Please double-check your shipping address before placing your order. We are not responsible for packages delivered to an incorrect or undeliverable address provided at checkout. If a package is returned to us due to an address issue, the customer will be responsible for any additional shipping fees to have the order re-shipped.
Please review your cart carefully before completing your purchase, as orders cannot be changed once processing begins.
Damages
All products are inspected before shipping and packaged carefully. If your candle arrives damaged, please contact us within 3 days of delivery at hello@symonesmith.com
Include clear photos of the damaged product and the shipping box so we can file a claim with the carrier. After we assess the claim, a refund or replacement will be issued as appropriate.
Returns + Exchanges
We offer a 14-day return and exchange policy, meaning you have 14 days after receiving your order to request a return or exchange for a different scent.
To be eligible for a return or exchange, the item must be:
Unburned
In the same condition as received
In its original packaging – undamaged
Customers are responsible for shipping costs on all returns and exchanges.
Please note:
• Original shipping fees are non-refundable if items are used or packaging is damaged
• Return shipping and a 10% restocking fee may apply if items are used or packaging is damaged
Important Note on Candles & Wax Melts:
Because our candles and wax melts are made with 100% natural soy wax, they may develop a white, crystal-like appearance called frosting, often due to temperature changes during shipping. This is a natural and cosmetic characteristic of soy wax and does not affect performance.
👉 Candles and wax melts are non-refundable and non-exchangeable due to frosting.
For more information, please see our FAQs on frosting.
If you have any questions or need assistance, please don’t hesitate to contact us — we’re always happy to help!
To start a return or exchange, please email hello@symonesmith.com
Items sent back without first requesting a return or exchange will not be accepted.
