Refund policy


Last updated: 02 April 2026 

1. Our Promise 

At Opulent & Affordable, we want you to be completely happy with your purchase. If something isn't right, we're here to help. This policy sets out your rights and how to return or exchange items. 

2. Returns Window 

You have 30 days from the date of delivery to return an item for a refund or exchange. Items must be: 

  • Unused and in original condition
  • In the original packaging, with all tags attached
  • Accompanied by proof of purchase (order confirmation email is sufficient) 

After 30 days, we are unfortunately unable to offer a refund or exchange. 

3. Items That Cannot Be Returned 

For hygiene and safety reasons, the following items cannot be returned unless faulty: 

  • Candles that have been lit or have a broken seal
  • Personalised or custom-made items
  • Items marked as "Final Sale" at the time of purchase 

4. How to Start a Return 

To return an item: 

  • Email us at returns@opulentandaffordable.com with your order number, the item(s) you wish to return, and the reason
  • We will confirm your return and provide a returns reference number within 2 working days
  • Pack the item securely in its original packaging and include the returns reference number inside the parcel
  • Post the item to the address we provide in your return confirmation email
  • We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit back to us. 

5. Return Shipping Costs 

Return shipping costs are the responsibility of the customer, unless the item is faulty or we have sent the wrong product. In those cases, we will cover the return postage or arrange a collection. 

If you received free shipping on your original order and the return brings your order total below the free shipping threshold of £100, the standard shipping cost of £4.95 will be deducted from your refund. 

6. Refund Process 

Once we receive and inspect your returned item: 

  • We will email you to confirm receipt and whether the refund has been approved
  • Approved refunds are processed within 5 working days of receiving the item
  • The refund will be issued to your original payment method
  • Please allow an additional 5-10 working days for the refund to appear on your statement, depending on your bank or payment provider
  • If your return is not approved (e.g. the item shows signs of use or is not in its original condition), we will contact you to discuss options. 

7. Exchanges 

If you would like to exchange an item for a different product or variant, please follow the returns process above and place a new order for the item you would like. This ensures you receive your new item as quickly as possible without waiting for the return to be processed. 

8. Faulty or Damaged Items 

If your item arrives damaged or is faulty, please contact us within 48 hours of delivery at support@opulentandaffordable.com with: 

  • Your order number
  • A description of the fault or damage
  • Photographs showing the issue 

We will arrange a replacement, refund, or collection at no cost to you. You do not need to return a faulty item at your own expense. 

9. Wrong Item Received 

If you receive the wrong item, please contact us within 48 hours at support@opulentandaffordable.com. We will arrange for the correct item to be sent and cover the cost of returning the wrong item. 

10. Your Statutory Rights 

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. As an online retailer, you have the right to cancel your order within 14 days of receiving your goods (the "cooling off" period) for any reason. 

  • Our 30-day returns window extends beyond this statutory minimum as part of our commitment to customer satisfaction. 

11. Shipping Policy 

We currently ship to the United Kingdom and selected European countries. 

  • UK Delivery
  • Orders over £100: Free standard delivery
  • Orders under £100: £4.95 standard delivery
  • Standard delivery: 3-5 working days
  • Express delivery (where available): 1-2 working days at an additional cost shown at checkout 

European Delivery 

Delivery costs and timeframes for European orders are calculated at checkout based on destination and order weight. Please allow 5-10 working days for European deliveries. 

Order Processing 

  • Orders placed before 2pm on working days are processed the same day
  • Orders placed after 2pm or on weekends/bank holidays are processed the next working day
  • You will receive a dispatch confirmation email with tracking information once your order has been shipped 

Delivery Issues 

If your order has not arrived within the expected delivery window, please check your tracking information first. If you need further assistance, contact us at hello@opulentandaffordable.com and we will investigate with our delivery partner. 

12. Contact Us 

If you have any questions about returns, refunds, or shipping, please contact us:  

Opulent & Affordable Ltd 

3rd Floor, 86-90 Paul Street 

London, EC2A 4NE 

Email: support@opulentandaffordable.com (returns and refunds) 

Email: hello@opulentandaffordable.com (general enquiries)