We understand there may be occasions where you wish to return or exchange an item(s). We offer a 14 day return & exchange policy, so if for any reason you change your mind about your purchase, you may return it for a refund or exchange for an item of equal value within 14 days of the date you received your order. At this time we do not accept exchanges for lower or higher priced items.

Please note we do not offer free exchanges & returns. The refund does not include the shipping charged for sending the item(s) to you or return shipping costs. Exchanges may be done for a flat fee of $15 which includes shipping & handling for the return item(s) and exchange item(s).

To initiate a return or even exchange please visit hotellobbycandle.loopreturns.com  and follow the prompts. 

Merchandise may not used and all inserts must be in tact. Returns are subject to inspection and we reserve the right to refuse your refund or exchange if your return does not meet these requirements.

We will do everything we can to get these processed as quickly as possible, please allow up to 7 business days from delivery to process your refund or exchange order. 

We reserve the right to reject any returns/exchanges that do not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and a refund will not be granted. Items that appear used or worn upon inspection are not eligible for a refund.

Items purchased as part of a set must be returned as a complete set for a full refund, or a partial return is allowed for exchange only.

Damages and issues

Candles should be stored in a cool dry place and should be promptly removed from its shipping box once your order is received. Please contact us immediately if you believe an item is defective, damaged, or if you received the wrong item. 

Please email concierge@hotellobbycandle.com with your order number and a photo of your damaged product as well as an explanation of the issue. If available, your product will be replaced immediately. If your product is out of stock, we will refund your purchase.

Please note that our candles are made from 100% natural ingredients. Slight changes in color and small imperfections in the wax are perfectly normal, and will not affect the performance of your candle. We recommend burning your candles within one year for best performance.