Shipping, Delivery, and Returns Policy

Shipping Policy

1. Shipping Destinations
We offer shipping within the United Kingdom and internationally. Please note that international shipping rates and delivery times vary based on the destination.
2. Processing Time
Orders are typically processed within 4-5 business days. During peak seasons or holidays, processing times may be extended. Custom orders may require additional processing time, usually between 1-2 weeks.
3. Shipping Rates
Shipping fees are calculated at checkout based on the weight of the order and the destination. Free shipping is available for orders over a certain amount, as specified on our website.
4. Delivery Times
Domestic (within the UK): 3-7 business days.
International: 7-21 business days, depending on the destination and customs processing times.
Please note that delivery times are estimates and can vary due to factors beyond our control, such as carrier delays or customs procedures.
5. Tracking Your Order
Once your order has shipped, you will receive a confirmation email with a tracking number. You can track your order through the carrier’s website using this tracking number.
6. Shipping Carriers
We use reputable shipping carriers such as Royal Mail, Evri and DHL to ensure your order reaches you safely and promptly.
Delivery Policy
1. Delivery Address
Please ensure that the delivery address provided is accurate and complete. We are not responsible for orders delivered to incorrect addresses provided by the customer.
2. Delivery Confirmation
A delivery confirmation email will be sent once your order has been delivered. If you do not receive your order within the expected delivery time, please contact us for assistance.
3. Undeliverable Packages
If a package is returned to us as undeliverable, we will notify you and arrange for reshipment. Additional shipping fees may apply for reshipped orders.

Returns Policy

1. Return Eligibility
We accept returns of unused and unopened candles within 30 days of purchase. Custom orders and sale items are not eligible for return unless defective.
2. Initiating a Return
To initiate a return, please contact our customer service team at [customer service email] with your order number and reason for return. We will provide you with a return authorization and instructions.
3. Return Shipping
Customers are responsible for return shipping costs unless the return is due to a defective product or an error on our part. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
4. Refunds
Once your return is received and inspected, we will send you an email notification. If your return is approved, a refund will be processed to your original method of payment within 7-10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
5. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, please initiate a return for the original item and place a new order for the desired item.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of delivery with a description and photo of the damage or defect. We will arrange for a replacement or refund, including any applicable shipping costs.
7. Non-Returnable Items
Custom orders, sale items, and gift cards are non-returnable unless defective.
8. Contact Information
For any questions regarding our shipping, delivery, and returns policy, please contact us through the Get in touch page with your message, name and email.