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Return policy

In the event that your order arrives damaged in any way, please email us as soon as possible at HELLO@PHANTOMROW.COM with your order number and a photo of the item’s condition.

Returns and exchanges are not accepted for The Matchbox. We do accept returns and exchanges for all other items within a period of 7 calendar days from the date of delivery if the following exchange requirements are met. If the period of 7 days has lapsed since the delivery, we can't, unfortunately, offer you an exchange.

The following criteria must be met to qualify for an exchange:

  • Product must be in original packaging

  • Product must not be damaged

  • Candles must be unburned and unmarked

In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue an exchange.

To complete your exchange, we require a receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not do an exchange.

Only regular priced items may be exchanged, unfortunately sale or clearance items cannot be exchanged.

In order to return or exchange an order, you must contact us first. The return address will be provided during our correspondence.

If you are returning an item, we will send you a prepaid shipping label. If you are exchanging one candle for another, will be responsible for paying the shipping costs and will not be reimbursed.

You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject an exchange.

If you would like to contact us concerning any matter relating to this Return Policy, you may do so via the contact form or send an email to HELLO@PHANTOMROW.COM.

This document was last updated on February 24, 2021.


Shipping policy

All orders are processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Shipping charges for your order, whether you are domestic to the USA or international, will be calculated and displayed at checkout. Learn more about prices, tracking and more in our SHIPPING FAQ.


How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 10 business days of receiving your shipping confirmation email, please contact us at hello@phantomrow.com with your name and order number, and we will look into it for you.

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