Refund policy

We want every adventurer who shops with Charm & Ember to feel like they’ve rolled a natural 20 — but if something’s not quite right, we’ve got your back.

🕯️ Returns & Exchanges

We accept returns and exchanges on unused products within 30 days of delivery. That includes candles, minis, dice, and lifestyle items like soaps or lotions — just make sure the item is in its original condition and packaging.

❌ Non-Returnable Items

We do not accept returns on:

  • Used candles or burned products

  • Painted or primed minis

  • Custom orders or made-to-order items (like custom bundles or limited-run collections)

  • Digital products (if applicable in future)

⚠️ Damaged or Incorrect Items

If your item arrived damaged, defective, or incorrect — no worries! Just send a photo to info@charmandember.com within 7 days of delivery and we’ll make it right. That could mean a refund, replacement, or store credit depending on availability.

💸 Refunds

Once we receive your returned item and confirm it’s in good shape, we’ll issue a refund to your original payment method. Please allow 5–7 business days for it to show up depending on your bank or credit card provider.

🚚 Return Shipping

Return shipping costs are the responsibility of the customer unless the item was damaged or incorrect. We recommend using a tracked shipping method, just in case your owlbear eats it en route.

Still Have Questions?

Shoot us a message at info@charmandember.com or through our contact form. We’re a small team, but we’re lightning-fast when the dice gods are kind