Ordering, Delivery & Returns
What happens once I've placed my order?
- We'll send you a design proof for your approval within 24-48 hours of receiving your order. If you haven't received your design proof within this time, before contacting us, please firstly check your trash/junk/spam folders as it may have ended up there.
- When you're 100% happy with your design and have approved it via email, we'll get cracking on the production of your candles.
- Production time varies, but usually takes between 5-7 working days. Please also allow an additional 2-4 working days for delivery.
What if I've left my order to the last minute?
Don't panic. We can often prioritise urgent orders, depending on our work load. Please contact us to discuss.
How much will it cost to deliver my order?
Our standard delivery costs to mainland UK are estimated on the weight of the items you have ordered, starting from £4.50.
An express delivery service is available starting from £11 for urgent orders.
What if I haven't received my order yet?
If you haven't received your order within the expected time frame, please firstly contact your local post office or depot. If the sorting office advise they are not holding your package, then please contact us. NB: Our delivery times are estimates only. We cannot guarantee the day or time you will receive your order, so we suggest that you allow a little extra time should there be any delays.
Returns & Refunds
Great care will be taken to ensure the successful delivery of your order. On the rare occasion that goods are damaged during shipping, please contact us within three (3) working days. Damaged goods must be returned to us via recorded delivery to: Candles Online, 22 Green Lane, Frome, Somerset, BA11 4JY.
Additional charges may apply if your order is returned to Candles Online by the carrier after an unsuccessful delivery attempt.
Due to the personalised nature of our candles, we offer no refunds for change of mind or incorrect information provided to us. Please also note details regarding production variation as seen below.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
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.
Late or missing refunds (if applicable)
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 admin at candles-online.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin at candles-online.co.uk and send your item to: Candles Online, 22 Green Lane, Frome, Somerset BA11 4JY.
To return your product, you should mail your product to: Candles Online, 22 Green Lane, Frome, Somerset BA11 4JY.
You will be responsible for paying for your own shipping costs for returning your item. 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, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £15, you should consider using a trackable shipping service, proof of postage or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Candles Online are proud of the quality of their printed candles, however, slight variations in colour reproduction are an inherent part of the process and we accept no liability for these variations. Colours and images of the final product may vary slightly from those viewed depending on the customer's computer monitor and browser settings.