Shipping & Returns
SHIPPING POLICY for candles
Standard Delivery £4.95
Delivery within 2-5 working days.
Named Day Delivery £6.95
Delivery on the day selected by the customer.
Next Day Delivery £8.00
Orders must be placed by 3pm for next 'working day' delivery.
Next Day Delivery AM £12.00
Order must be placed before 3pm for AM (before midday) next 'working day' delivery.
Saturday Delivery £12.00
Delivery on Saturday. Orders must be placed by 3pm on a 'working Friday' to guarantee Saturday delivery. If the order is placed after 3pm, it will be delivered the following Saturday
Click and Collect
You can also collect from a local shop in partnership with UPS or from a selected Boutique. Your order will be dispatched and delivered to your chosen collection point (UPS Access Point™) or Boutique within 2 to 5 business days of placing your order.
on all orders.
Delivery will be within two to five working days of placing your order. You will receive an email to tell you when your order is ready to collect from a boutique.
We are unable to process orders to a P.O Box address.
Rules & Restrictions
We will deliver the goods in accordance with the delivery option selected by you during the order process.
Click and Collect – Collect from a local shop in partnership with UPS.
Your order will be dispatched and delivered to your chosen collection point within 2-5 business days of placing your order. Participating shops are part of the UPS Access Points™ network.
You will receive an email to tell you when your order is ready to collect.
When collecting your order.
Please bring the following:
Government issued photo ID: driver's license, passport, foreign national or military ID
Any other photo ID containing your full name, along with one of the following documents containing your full name: Utility/phone bill, council tax bill, wage slip, or bank statement.
If someone else collects your order on your behalf, they will be asked for your photo ID as well as their own
You will be asked to sign for the package, to confirm receipt
You will receive an email collection reminder on day 3 and 7 after delivery if you have not yet collected your order.
Your order will be sent back to us if not collected within 10 days.
UK mainland orders
UK mainland orders received by 3pm, Monday to Friday, will be dispatched the same day for the next day delivery option and the following day for standard delivery.
Please allow two additional days for deliveries to Scotland, Scottish Highlands, Northern Ireland and rural areas. We apologise in advance for any inconvenience this may cause our customers. Unfortunately for select post codes in specific rural areas we may offer limited delivery options. You will be notified of this at checkout.
Orders are processed for delivery on working days only (Monday through Friday, excluding Bank Holidays).
All orders require a signature upon delivery. If you are not there to sign for your order, our delivery company will leave a telephone number for you to call to make alternative arrangements. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order 'hidden' at the address.
We will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or misdelivery as a result of incorrect data entry.
To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, we use a system that verifies your address using your postcode.
We are unable to process orders to a P.O Box address.
We're sorry Online only delivers online orders to UK addresses (excluding the Channel Islands).
Return & Exchange Policy
If you are not satisfied with your purchase or you change your mind, you can request a return or exchange within Twenty-Eight (28) days of purchase if the candle is in the original condition and packaging.
Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used or damaged and the product is in a re-saleable condition.
Please note that unless a manufacturing defect is present, we cannot accept returns of candles that have been lit.
To initiate a return, please send an email to email@example.com with a list of the items that you want to return and the reason you are not satisfied with the product. Detailed instructions for the return will be provided with 48 hours.
You must pay the return postal cost. We recommend using a "signed for" service to guarantee proof of delivery back into our warehouse. We will not refund any items lost in the post or not delivered in to us.
Make sure your items are securely wrapped, it is your responsibility to ensure returned items are resalable.
Allow up to one week upon return of goods for funds to be credited to your original method of payment (minus any original shipping costs) or an exchange made.
Please note all subscriptions and gift subscriptions are non-returnable & non-refundable.
Products purchased as a set can only be returned as a complete set, not as individual items.
Products given as a gift can only be returned by the original purchaser.
When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.
Please note that if you made your purchase through a retail location, please return to the place of purchase. Any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.
We take every precaution to ensure your candle arrives to you as quickly and safely as possible, however on rare occasion, breakage does occur in transit. If this has happened, please send us an email at firstname.lastname@example.org with the following:
• Photos of the packaging and candle
• Order number
Furniture & Home Items
DELIVERY & RETURNS
EXPRESS DELIVERY AVAILABLE
We know that many of us are restricted by time and tight deadlines. That is why, we offer an Express Delivery option for you to choose as an upgrade option. We can upgrade economy delivery to express and instead of delivery within 4-10 working day, you can expect express deliveries to reach you within 1-3 working days maximum. If on the rare occasion that we can't reach this express delivery deadline, we will refund your additional express delivery charge. You can't say fairer than that!
Gifts, Cards and Parcels
Our gift cards are sent 1st class via Royal Mail and our smaller goods and gifts will be delivered via Interlink, DPD or XDP. Interlink DPD or XDP offer a tracking service and also are able to send the customer a 1hr time slot via text message. Please leave a contactable mobile phone number should you require this service.
We aim to have your products delivered to you within the reasonable time frame of between which is stated on the product page, typically 4-10 working days for UK Mainland Economy Delivery, but you can upgrade to Express delivery should you need your order sooner (typically 1-3 working days maximum)
At any one time, we can have anywhere up to 1,000 products on our website and although many items are in stock, we also place stock on back order with our suppliers and manufacturers.
Delays in this instance will be fully communicated and if you require a more specific time frame, please feel free to contact us before placing your order.
For larger heavier items, customer assistance may be required to help the driver and delivery is strictly to ground floor only for insurance purposes.
We ask that when receiving a delivery to check the items before the delivery driver leaves, to be able to return your delivery in the rare even of damage.
Our delivery team will contact you to ask for a convenient date for delivery and in most cases the delivery can be specific to AM or PM and informed by email or text message. Deliveries will only be available during the working week Monday - Friday unless in special circumstances where arrangements can be made at additional cost for a weekend delivery. This however is not always available. Please make sure you can be available to take delivery of your product or input an address for delivery where someone can be present i.e. a work address or relative/neighbour.
Please always inform us if you are going to be unavailable on the suggested delivery date, and we will endeavour to arrange a suitable alternative. Failed agreed deliveries may be subject to re-delivery/cancellation charges. For non-UK Mainland orders, there will be a delivery surcharge of up to £45
If you are not fully satisfied with your purchase, for whatever reason, you have 14 days from the date of delivery to contact us to return your order. All items being returned must be pre-arranged, and either organised to be returned by yourself, or by us (for a 10% charge to cover collection costs - min. £20), and items MUST be in their ORIGINAL PACKAGING and in a re-saleable condition. Once received back at our returns depot, a refund will be issued.