DELIVERY & RETURNS
DO YOU OFFER RETURNS?
If in the unlikely event you aren't completely in love with your purchase, we do offer a 14 day return or exchange providing your order hasn't been used, opened or damaged. Your order must be in it's original packaging, unopened, unused and in a re-saleable condition. (Please Note: We cannot accept the return of a candle that has been lit, unless it is a clear manufacturing fault).
If you want to initiate a return, please send us an email with what you want to return and your reason for being unsatisfied. We will then send you the instructions to follow to process your return.
It is your responsibility to pay for the postal cost for your return and we do recommend a 'signed for' service so you have proof of delivery. We cannot accept responsibility for any items lost in the post or not delivered to us.
MY ORDER IS FAULTY, WHAT SHOULD I DO?
We do take extreme care in the safe delivery of your order, but we also know sometimes accidents can happen. If your order reaches you and its not 100% perfect, please do not hesitate to email us. Please include your order number along with photos of the packaging and the candle. We will correspond via email for the best possible solution.
We offer a standard delivery service and for orders over £35 this is offered free. For those orders under the value of £35, we try to keep shipping costs as low as we can and a charge of £4.50 will be applied to your order. Small orders are usually sent via Royal Mail and larger orders are dispatched via courier. Please allow 2-5 working days for delivery of your order from receiving the email stating your purchase has been dispatched from our studio. If you really can't wait to get your hands on our beautiful creations, please contact us and we can arrange an Express Delivery as a matter of urgency.
Alternatively, we offer a Click and Collect service. This is from our studio in Felling and is only available in reception open hours (Monday-Friday, 8:30-17:00). This is available free of charge and we ask for 3 working days from receiving your order for it to be ready to dispatch. Once you receive your shipping confirmation email, this means your order is ready to be collected from the main reception.
PLEASE NOTE: We ask for a processing period of up to 5 days from placing your order to dispatch. As all of our candles and wax melts are hand-poured by one pair of hands, please be aware that on rare occasions some products may take longer than anticipated to reach you. We try to pour-to-order as best we can to avoid candles sitting for too long as, over time, this can diminish the scent throw. Should this ever be the case, we will liaise via email to ensure you are kept informed of any delays in delivery. Please wait until 7 working days from your order being placed before contacting us.
We would love our creations to be sent all over the world. If you aren't a UK resident and would like to purchase from our site, please send us an email and we can discuss shipping costs.
We always ensure all of our packages are sent to you with the upmost care and protection to avoid any issues in transit. We regret to say that we aren't able to insure delicate materials, such as glass, through any of our courier options. We do hope when our orders leave our hands, they will always be handled with the same care and protection as when they left us, but sometimes items can still be damaged in transit. If this is ever the case, please send us an email with your order number, a photo of the packaging and a photo of any damage. In these rare occasions, we will endeavour to offer an exchange of the same item and will only offer a refund when the item you have ordered is out of stock/not available.
Please note: All orders have a maximum of 3 delivery attempts from our couriers before they are returned to us. We do reserve the right to re-administer the original delivery charge for your order to be sent for delivery again (in cases where 'Free Delivery' was applied, we reserve the right to charge delivery if a parcel is returned to us and needs to be re-delivered).