Refund policy

Returns

We want you to love what you order. If you change your mind, you can return unused items in their original condition and packaging within 30 days of delivery.

How to return an item

Email us at support@northhouse.store with your order number and the items you would like to return.
We will reply within 1–2 business days with return instructions and the return address. Items sent back without first contacting us cannot be accepted.
Pack the items securely and send them back. Unless the item is faulty or wrong, the customer pays the return shipping cost.

Refunds

Once your return has arrived and been inspected, we will email you to confirm. Approved refunds are made to your original payment method within 5–7 business days. Your bank or card provider may take a few extra days to show the refund. Original shipping costs are not refunded unless the item was faulty or wrong.

Damaged, faulty or wrong items

Please inspect your order when it arrives. If an item is damaged, faulty or not what you ordered, email us a photo within 7 days of delivery and we will send a free replacement or give you a full refund, including shipping. You will not need to return the item unless we ask you to.

Exceptions

For hygiene reasons we cannot accept returns of used candles, opened fragrance oils or items that have been used with food, unless they are faulty. Sale items and gift cards cannot be returned.

Exchanges

The quickest way to get a different item or colour is to return the one you have and place a new order.

EU / EEA customers

If you live in the EU or EEA, you have a legal right to cancel your order within 14 days of receiving it without giving a reason. Our 30-day return window includes and extends this right.