Sometimes, no matter how well we pack our products, they are fragile items and unfortunately on occasions they may get broken during in transit. If the goods supplied are damaged or not what you ordered, we will replace them if you notify us of the problem no later than 7 days after you receive the order. You will need to email orders@lowerlodgecandles.com quoting your order number and the issue. If the goods have been broken during transit, we will require images of all damaged items in order to process the claim. As we are only human, sometimes mistakes do happen. If you have received your order and there is something not quite right, please let us know right away so we can rectify it for you. Please send us an email to orders@lowerlodgecandles.com