Every order that leaves our studio is packed by hand by a small team that genuinely cares. If something isn’t right, we’re here to help. Please read below so you know exactly what to expect.

WHERE THIS POLICY APPLIES

This policy covers both online orders placed at misiyo.com and in-store purchases at Misiyo Slow Living, our store located at 7312 50 Street NW in Edmonton, Alberta. Different terms apply to each, so please read the section that applies to you.

Online Orders (shipped within Canada)

All Misiyo Candle Co Candles & Home Fragrance

Unused candles, reed diffusers, and room & linen sprays are eligible for a return or exchange within 14 days of delivery, provided they are in original, unused condition.

If you’re unhappy with your gently used Misiyo candle or home fragrance product for any reason (scent, burn performance, or anything else) please contact us within 60 days of delivery and we will offer an exchange or store credit for the current price of the product. We do not offer exchanges or store credit for products that are more than 50% used or burned. We do not offer exchanges or store credit for holiday scents after December 25th. Used products are not eligible for a full refund.

All Other Products (excludes Misiyo Candle Co)

Unused, unopened and brand new products in fully sellable condition are eligible for a return or exchange within 14 days of delivery, with the exception of the following categories below:

1. Products Sold Loose (Mini Bath Bombs, Soap Bars etc.): These products sold loose and without packaging are final sale for hygienic reasons.

2. Earrings: Earrings are final sale for hygienic reasons and can't be returned or exchanged.

3. Clearance & Final Sale Items: All clearance items (marked at 20% off or more) are final sale and are not eligible for return or exchange for any reason.

4. Seasonal or Holiday/Christmas Items: Not eligible for return or exchange after December 25.

5. Opened & Used Products (not in fully sellable condition as determined by us): Any product that has been opened or used in any way is final sale and is not eligible for return or exchange. This includes, but is not limited to, perfume and essential oil rollers, bath & body care, skin care, nail polish, puzzles, and any other product that is not in brand new, unopened condition.

Incorrect Items

If your order contains an incorrect item, please contact us at hello@misiyo.com within 7 days of delivery with your order number and a photo. We will make it right at no cost to you.

Gifts

Received a Misiyo product as a gift and something isn’t right? Email us at hello@misiyo.com with the order number (if you have it) and we’ll do our best to help within the terms of this policy.

How to Start a Return or Exchange

Please do not send anything back without contacting us first - unrequested returns cannot be processed.

• Email us at hello@misiyo.com before sending anything back
• Include your order number and reason for the return or exchange
• We will confirm eligibility and provide return instructions

Once we receive and inspect your returned items at our studio, we will issue a refund to your original payment method within 5–7 business days. Original shipping charges are non-refundable, and return shipping costs are the full responsibility of the buyer. We recommend using a trackable shipping method as we are not responsible for items lost in transit on their way back to us.

Shipping Protection & Lost or Damaged Packages

We offer shipping protection at checkout, which we manage directly. We strongly recommend adding it to your order - it’s the fastest way to resolve anything that happens once your package leaves our hands.

Once your order has been handed to a carrier, delivery is outside of our control. What happens next depends on whether you selected shipping protection at checkout.

If you selected shipping protection:

• Lost in transit (never marked as delivered): we will send an expedited replacement as soon as the loss is confirmed - no waiting on a carrier resolution.
• Damaged in transit: contact us within 7 days of delivery with your order number and photos. We will arrange a replacement or refund at no additional cost to you.
• Marked as delivered but not received: contact us and we will open a carrier investigation and work to make it right.

If you did not select shipping protection:

• Lost in transit (never marked as delivered): contact us at hello@misiyo.com within 30 days of your estimated delivery date. We will open a carrier investigation, and once the loss is confirmed, we will send a replacement. This can take up to six months depending on the carrier and is out of our control.
• Damaged in transit: contact us within 7 days of delivery with your order number and photos of the item and packaging. These are reviewed case by case and we will do our best to make it right.
• Marked as delivered but not received, or stolen after delivery: we are not able to offer a replacement or refund for packages confirmed as delivered by the carrier. We recommend contacting the carrier directly and, if applicable, your home or tenant insurance provider.

All claims for lost packages must be submitted within 30 days of the estimated delivery date.

USA & International Orders

We do not accept returns on international orders. Given the cost of return shipping, we want to be upfront about this before you place your order.

Please double-check your shipping address and review any applicable import laws before ordering. Your order may be subject to import duties, taxes, or VAT upon arrival. Misiyo Candle Company Ltd. is not responsible for any of these charges. They are the sole responsibility of the buyer.

If your international order arrives damaged or incorrect, please contact us within 7 days of delivery with photos and your order number. We will review these situations individually and do our best to make it right.

In-Store Purchases

All Misiyo Candle Co Candles & Home Fragrance

Unused candles, reed diffusers, and room & linen sprays are eligible for a return or exchange within 14 days of delivery, provided they are in original, unused condition and you have a receipt or order number.

If you’re unhappy with your gently used Misiyo candle or home fragrance product for any reason (scent, burn performance, or anything else) please bring the products back to the shop within 60 days with your order number or receipt and we will offer an exchange or store credit for the current price of the product. We do not offer exchanges or store credit for products that are more than 50% used or burned. We do not offer exchanges or store credit for holiday scents that are brought back after December 25th. Used products are not eligible for a full refund.

All Other Products (excludes Misiyo Candle Co)

Unused, unopened and brand new products in fully sellable condition are eligible for a return or exchange within 14 days of purchase with a receipt or order number, with the exception of the following categories below:

1. Products Sold Loose (Mini Bath Bombs, Soap Bars etc.): Any product that has been opened or used in any way is final sale and is not eligible for return or exchange.

2. Earrings: Earrings are final sale for hygienic reasons and can't be returned or exchanged.

3. Clearance & Final Sale Items: All clearance items (marked at 20% off or more) are final sale and are not eligible for return or exchange for any reason.

4. Seasonal or Holiday/Christmas Items: Not eligible for return or exchange after December 25.

5. Opened & Used Products (not in fully sellable condition as determined by us): Any product that has been opened or used in any way is final sale and is not eligible for return or exchange. This includes, but is not limited to, perfume and essential oil rollers, bath & body care, skin care, nail polish, puzzles, and any other product that is not in brand new, unopened condition.

No Receipt

If you do not have a receipt but we can confirm the item was purchased from our store within 30 days, we are happy to offer store credit at the current selling price of the item, provided it is unused, unopened, and in fully sellable condition and is not an item restricted as per the above categories.

Gifts (In-Store Purchases)

Received a Misiyo product as a gift and something isn't right? We are happy to offer an exchange or store credit at the current selling price of the item, provided it is unused, unopened, and in fully sellable condition. Holiday and Christmas items cannot be returned or exchanged after December 25th.

Questions or concerns?

Reach out to us anytime at hello@misiyo.com and we'll get back to you as soon as we can!

For some products we carry, the brand may be best placed to answer detailed questions about ingredients, formulations, or skin sensitivities. If you'd like to be connected with a maker directly, just reach out at hello@misiyo.com and we'll point you in the right direction.

Last updated: May 12, 2026