We understand that choosing a fragrance online can be difficult. If you receive a candle and discover that the scent isn't quite what you expected, that's okay—we're happy to accept returns.

Because we offer free shipping on all orders, customers are responsible for return shipping costs when returning products due to personal scent preference. To ensure your return arrives safely, please package the items securely in the same manner they were originally received.

Once your return has been received and inspected, you may choose either a refund to your original form of payment or store credit for a future purchase.

Orders cannot be canceled once they have been processed and packed for shipment. No exceptions can be made after this stage, as we begin preparing your order immediately to ensure timely delivery.

At Willow and Toad Apothecary, we are committed to using high-quality, thoughtfully selected ingredients whenever possible. Because our products are crafted with minimal additives and unnecessary stabilizers, they may be more sensitive to extreme temperatures during transit.

While melting issues are uncommon, prolonged exposure to high heat can affect candles and wax-based products, particularly during the summer months and in warmer climates such as Arizona, Texas, Nevada, and New Mexico. We encourage customers in these regions to consider local weather conditions when placing an order.

If your candle arrives with heat damage that renders it unusable, please contact us within 48 hours of delivery and provide photos of the product and packaging. Eligible customers will receive store credit for the damaged item.

Please note that refunds are not issued for products damaged by heat or melting during transit. Store credit will be provided for qualifying claims.

Our products are carefully prepared and ready to ship upon release. While orders are typically processed and shipped within just a few business days, high demand during restocks and seasonal launches may extend processing times.

Please allow up to 5 business days for your order to be shipped. We work diligently to get your handcrafted products on their way as quickly as possible and appreciate your support and patience.

If your order arrives damaged, is lost in transit, or contains incorrect items, please contact us by email within 7 days of the delivery date. Requests submitted after this timeframe cannot be accommodated.

For damaged items, please include clear photos of the product as well as all original packaging so we can properly assess and file a claim with the carrier. This documentation is required to process any damage-related requests.

Approved claims for damaged candles will be issued as store credit. We are unable to provide replacement shipments or refunds for reports made outside of the 7-day window.

Please note that customers are responsible for any customs duties, import fees, or taxes that may be applied at the time of delivery. These charges are determined by local authorities and are not included in our pricing or shipping costs.

Orders shipped to Hawaii, Alaska, Guam, Puerto Rico, and New Mexico may incur additional postage charges after checkout due to increased shipping costs to these regions. At this time, we are unable to offer free shipping to these locations.

If additional postage is required, you will be notified after your order is placed. Payment must be completed within 24 hours of notification. If payment is not received within this timeframe, the order will be canceled and refunded.

Postage costs vary depending on order weight and size.