Returns and Delivery
How much is delivery and when will my order reach me?
You will receive a confirmation email upon placing an order and another email once your order has been dispatched.
Delivery is via Royal Mail, DPD or Hermes:
- Standard shipping via Royal Mail for up to 2kg (2-3 days)
- Hermes / DPD Large order shipping for 2kg to 20kg (2-3days)
Free standard shipping over £65
- International Shipping up to 9kg
Can I return an item?
We hope you will be thrilled with your order, however if you need to make a return, please email us with your order number and reason for return at email@example.com within 30 days.
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. We can then offer an exchange (excluding postage cost) or a full refund (less the original delivery cost).
If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
There are certain situations where only partial refunds are granted:
-Any item not in its original condition or has damaged or missing parts for reasons not due to our error
-Any item that is returned more than 30 days after delivery
Apothenie, Whitehouse Farm, Foxley Lane, Binfield, Berkshire, RG42 4EG
How long do I have to return an item?
We offer a 30 day returns policy for unused items in their original condition
What postage method should I use?
If you choose to return or exchange an item that is not damaged / faulty then unfortunately you will need to pay for the cost of postage as we are a small business. As we cannot be held responsible for items lost or damaged in transit we advise you to get proof of postage.
How long will it take to process my refund?
Once your candle has arrived back safely with us we will process your refund, excluding the original delivery cost within 14 days.
What if my item is faulty?
We check every order that is dispatched so if you do receive an item that is faulty or has been damaged in transit please email us at firstname.lastname@example.org as soon as possible so that we can put everything right.
What if the item was a gift?
If you would like o return an item 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 they will find out about your return.