Elk of Stonebridge Suds and Flame Co.
At Elk of Stonebridge Suds and Flame Co., each product is thoughtfully handcrafted in small batches to ensure freshness, quality, and attention to detail. We are deeply committed to providing a positive customer experience and stand behind the craftsmanship of our self-care and home products. Due to the personal and perishable nature of many of our items, we have specific guidelines regarding what may and may not be returned. We ask that all customers review the following policy before placing an order.
Self-Care Products
(Includes soaps, lotions, bath bombs, lip balms, salves, scrubs, and other topical or bath-related items)
For the health and safety of all our customers, we cannot accept returns or exchanges on any self-care or skin-contact products unless the product is received in a damaged or defective condition.
If Your Self-Care Item Arrives Damaged:
- You must notify us within 72 hours (3 calendar days) of delivery.
We are unable to process damage claims beyond this window for hygiene and traceability reasons. - Please email us at [insert contact email] with:
- Your order number
- A detailed description of the issue
- Clear, unedited photos of the item, packaging, and shipping label to verify the damage
- Once reviewed and approved, we will offer:
- A replacement, if the same item is still in stock
- Or store credit for the value of the damaged product (excluding shipping, unless the damage was due to our error or carrier negligence)
We do not offer refunds for minor cosmetic imperfections (e.g., frosting on bath bombs, slight variations in color or scent), as these are natural occurrences in handmade products and do not affect product performance.
Home & Lifestyle Products
(Includes candles, soy wax squeezers, incense, wax melts, home sprays, and similar items)
We want you to love the atmosphere you create with our products! While many of our home goods are also handcrafted, we allow more flexibility in returning these items as long as they meet the criteria below.
Eligibility for Return or Exchange:
- You may request a return or exchange within 30 days of the original purchase date.
- Items must be:
- Unused and unburned
- In their original packaging or securely repackaged for return
- Free from signs of damage or use
- Customers may choose to receive:
- An exchange for the same or similarly valued product
- Or store credit for future purchases
Returns will not be accepted on home products that are used, damaged by the customer, or missing original packaging.
Shipping Responsibilities:
- Return shipping is the customer’s responsibility unless:
- The item arrived damaged
- Or there was an error on our part (wrong item, defective product, etc.)
- We strongly recommend using a trackable shipping method for all returns. We are not responsible for returns lost or damaged in transit.
Custom Orders & Seasonal Items
Custom-blended or made-to-order products, such as personalized gift sets or seasonal items, are final sale and cannot be returned or exchanged. This includes limited-edition holiday collections, special event releases, and items created specifically for individual customers.
Non-Returnable Items (All Sales Final):
- Used or opened products of any kind
- Sale, discounted, or clearance items
- Gift cards or promotional items
- Custom, seasonal, or made-to-order products
Please carefully review your order before checking out, especially when purchasing limited-run products.
How to Start a Return or Damage Claim
To begin a return, exchange, or damage claim, please contact our customer care team:
📧 Email: [insert contact email]
📦 Include:
- Full name
- Order number
- Description of issue or reason for return
- Clear photographs (for damage claims)
- Preference for store credit or exchange (when applicable)
We typically respond to inquiries within 2–3 business days. Once a return is approved and the product is received and inspected, please allow 5–7 business days for your credit or replacement to be processed.
Additional Notes
- We reserve the right to decline a return or exchange request if it does not meet the conditions outlined in this policy.
- Store credit is issued as a digital code and does not expire.
- Our policies are designed to be fair and balanced while also ensuring the safety and satisfaction of our customer community.
- As a small, artisan-owned business, we appreciate your understanding and support in helping us maintain high standards of quality and care.
Thank you for choosing Elk of Stonebridge Suds and Flame Co. Your support allows us to continue making beautifully handcrafted products with intention, care, and a touch of enchantment.