Shipping & Returns
SHIPPING & DELIVERY
Shipping will depend on the weight of your order, as our 100% handmade candles weigh approximately 0.7kg including the glass and soy wax. Please find shipping rate examples for typical orders attached below;
Free Shipping over £99
United States & Rest of the World:
All our products are 100% handmade to order, please kindly allow 3-5 days for your item to be prepared and dispatched. Natural Soy Wax requires what is known as a "curing process" which allows boy the wax to set, and also the fragrance to blossom. We do this to deliver the highest quality product we can to you, and during times of high demand please note there may be a slight delay in your order but we are working as hard as we can to ship everything to the quality we pride ourselves on. Estimated turnaround times for order to delivery (including the time to create your products) is around 7 - 11 working days for the United Kingdom. During exceptionally busy periods (we will have a banner on the top of our website to notify customers of influxes of orders) this will be delayed by a day or two, so please bare with us :)
Our returns policy lasts 14 days from the date of receipt of your item, and are based on specific criteria which is outlined below. If more than 14 days have gone by since your purchase, unfortunately, we can't offer you a refund or exchange. For items purchased from our site, we will be happy to exchange or refund goods within 14 days of receipt on the basis that the goods are;
- Returned within the 14-day timescale
- Returned in the new condition they were received
- Returned without being lit
- Not damaged, marked, or showing signs of use
- Returned at your own cost, with your own postal insurance
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase, and proof of postage with accompanying tracking number. If you have purchased our products from any of our external distributors/retailers you will have to contact them directly as we are not responsible for any other returns other than orders placed directly on our site. In order to initiate a return please contact us directly on email at email@example.com with your reason for return, order number, and our customer service team will provide you with a return address. For instances where you believe goods have arrived damaged or defective please attach photos with your email.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. We will look to process refunds within 14 days of receipt of your goods.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email including pictures of the defect or damage to firstname.lastname@example.org. Please note "frosting" which is a natural process in preparing soy wax for candle use, is not classed as "defective" and will not affect the way in which you candle burns. Due to the formula and ingredients of natural soy wax, this is a completely natural occurrence with all soy wax based candles, and is absolutely nothing to worry about.
Please carefully check our "Size Guide" on the page of each product to make sure you have ordered the correct size. Measurements for each sized candle along with the burn times are displayed on all of our products. We will not accept returns for "size" reasons so please carefully read the description to check which candle size you are ordering.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
SALE ITEM REFUNDS
Only regular priced items may be refundable. Unfortunately, sale items are not refundable under any circumstances, and by using this website and placing an order on conjunction with our Terms of Service you understand and agree we do not offer refunds on sale items.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
WHERE DO I SEND MY RETURN?
Please email us directly at firstname.lastname@example.org with your order number and requested refund. If your refund is accepted we will provide you with a return address in which to post the items to. Please be aware that the customer is responsible for all return costs, and your refund will only be processed once we have accepted, and received the goods in the original condition they were sent. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, if you are exchanging a defective product, please bare in mind it may take time for your product to reach you. If you are shipping an item over £50, you should consider using a trackable service or purchasing shipping insurance. We don't guarantee that we will receive your returned item, so if it is lost in transit to us, you are responsible for resolving this with your shipping company. Do not send your returns to our registered office address, and you will not receive a refund. Please contact us directly first.
Our shipping dates are between Monday and Friday only, excluding public holidays. Due to the nature of the candles being made to order please allow up to 5 working days for dispatch. Please allow a minimum of 5 working days for receipt of your items if you are based in the United Kingdom. If you are based in the rest of the world, please allow 5-15 days. In some rare circumstances given the nature of our custom made products, your delay may be slightly delayed due to stock, manufacturers, or other circumstances. We will do our best to ship your item on time, however by using this website and in accordance with our Terms of Service, you agree that we are not responsible or liable in any instance for late deliveries, delayed couriers, or other circumstances which may delay the receipt of your item.
In some instances your item(s) may require custom fees and taxes. We are not responsible for the cost of such fees, and you should check with your local customs office to see whether these are applicable. All our products are exclusive of all import taxes and duties, and as the recipient you are fully responsible for such fees decided by the country in which you are located.