Refund policy

Exchange, Replacement & Order Cancellation Policy

Each Maison Stee candle is hand-poured in small batches with care and intention. In keeping with the artisanal nature of our collection, all sales are final and we do not offer refunds.

Approved Replacements & Exchanges
We may offer an approved replacement or exchange if your item arrived damaged, if you received the wrong product, scent, or variant, or if a fulfillment error occurred with your order.

How to Request a Review
Please email us within 7 days of delivery with your order number, clear photos of the issue, and retain the product and original packaging until your request has been reviewed. If approved, we will provide a replacement or exchange at no additional cost.

Not Eligible
Used or burned candles, clearance items, custom or limited-run pieces, and issues reported more than 7 days after delivery are not eligible for exchange.

Order Cancellations
If you wish to cancel an order, please contact us within 2 hours of purchase and include your order number. After that time, your order may already be in production or in preparation for shipment and may no longer be eligible for cancellation.

Lost or Stolen Packages
If your package is marked as delivered but cannot be located, please first check with neighbors or household members, confirm the shipping address provided at checkout, and allow 24 hours for the carrier’s scan to update. If your package remains missing after that time, contact us and we will gladly help you review the carrier’s next steps. Once a package has been marked as delivered by the carrier, Maison Stee is not responsible for lost or stolen parcels, though we are always pleased to assist where possible.

Contact
For policy or order questions, please contact support@maisonstee.com.