Shipping and Returns
Right to Cancel under EU Regulations 2013 ICACR’s (Information, Cancellation and Additional Charges). We have a 14-day return policy for all orders placed within the EU, this means you have 14 days after receiving your items to request a return. To exercise the right to cancel, you must inform us by email to info@candleflair.com
For orders cancelled under the ICACR’s, we will issue you with a full refund including the basic shipping cost of getting the goods to you in the first place. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay, and not later than:
(i) 14 days after the day we receive back from you any of the goods supplied; or
(ii) (if earlier) 14 days after the day you provide us with evidence that the good have been returned; or
(iii) if no goods were supplied, 14 days after the day on which we are informed about your cancellation.
We will make the reimbursement using the same means of payment as you used for the initial transaction. To return cancelled orders please email info@candleflair.com for the returns address. You shall return without any undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of the contract to us. The deadline is met if you send the goods before the period of 14 days has expired. You will have to bear the cost of returning the goods.
A refund will be offered on any unsuitable items returned to us in unused conditions within 28 days. We are unable to refund any damaged or used goods returned. We do not offer a refund for goods returned after the 28-day period. Arrangement for returns, shipping and handling charges are the responsibility of the sender returning the goods. Items must be returned to us in unused and in as new condition in their original packaging with all labels and tags (if applicable) still attached. There are two options available for you to arrange a return. You have the option to arrange the return yourself with your own couriers. We cannot be held responsible for non-delivery of returned items. The other option available is for you to return the parcel using our courier. We will email the returns label for you to print and attach to the parcel and schedule a convenient pick-up time for you. The shipping and handling charges that our courier charges us will be deducted from the final refund amount made against your original payment method. For either option, please emailinfo@candleflair.com for assistance.
We do not offer an exchange policy. We, therefore, suggest that you return it for a refund and purchase a new item separately in this instance.
To arrange a return please email us at info@candleflair.comand we will provide you with further return details.
We aim to process your returns as quick as possible but please do bear in mind that there may be delays after very busy periods like sales. Usually, we process your returns within 1 - 2 weeks.
Once your item has been received and inspected, we will email you to notify you of the approval or rejection of your refund. Your refund will be credited to your original payment method. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
You can place an order in one of two ways, either online or over email on info@candleflair.com .
Non-acceptance of an order may be a result of one of the following:
- The product you ordered being out of stock
- Our inability to obtain authorisation for your payment
- The identification of a pricing or product description error
- Failure to meet the eligibility to order criteria set out in the Terms and Conditions
If you have any queries or need any further help please contact us at info@candleflair.com
Payments can be securely made in our online store via credit card: Amex, VISA, Mastercard, Maestro or alternatively through PayPal.
Your shipping options may vary depending on your location. Shipping options and charges are available on the checkout page of our site for domestic and international orders. Due to the large size and weight of some of our products certain orders may be subject to additional shipping charges. We recommend that you contactinfo@candleflair.com should you wish to obtain a full shipping cost prior to placing your order. Alternatively, you can place the order and customer care will contact you to advise of any additional shipping charges. Please note shipping costs does not include customs duty, local taxes & handling charges.
We aim to dispatch all orders as quickly as possible from our London warehouse. Working days are Monday to Friday (excluding UK Bank Holidays). You will receive tracking information by email once your order has been dispatched.
United Kingdom
- Free Standard Delivery (2–4 Working Days)
- Free on all orders over £80
- Standard Courier Delivery (2–4 Working Days) £6.95
- Next Working Day Delivery (Order before 12pm) £9.95
- Next Working Day Delivery Before 12pm £14.95
- Next Working Day Delivery Before 9:30am £21.95
Northern Ireland
- Northern Ireland Delivery (3–5 Working Days) £12.95
- Free Northern Ireland Delivery (3–5 Working Days) on orders over £150
Isle of Man
- Isle of Man Delivery (3–5 Working Days £15.95
Republic of Ireland
- Standard Ireland Delivery (5–8 Working Days) £18.95
Europe
- Standard Europe Delivery (5–10 Working Days) £19.95
- Europe Delivery £12.95 on orders between £200.00 and £349.99
- Free Europe Delivery on orders of £350.00 and above
Rest of the World
- Standard International Delivery (7–14 Working Days) £29.95
- International Delivery £19.95 on orders between £300.00 and £499.99
- Free International Delivery on orders of £500.00 and above
Delivery Information
Our delivery times are estimates and begin from the date your order is dispatched, not the date your order is placed. If we are unable to deliver to your location, we will contact you as soon as possible. Ownership of the goods passes to you once payment has been received in full and the goods have been delivered. Once your order has been shipped, the courier may offer delivery preferences such as leaving your parcel in a safe place or with a neighbour. If you choose to update these preferences directly with the courier, Candle Flair cannot accept responsibility for any loss or damage resulting from those instructions.
International Orders
International orders are shipped on a Delivery Duty Unpaid (DDU) basis unless otherwise stated. This means the purchase price and shipping cost are paid at checkout, while any import duties, taxes, customs charges or handling fees are the responsibility of the customer. We recommend contacting your local customs authority to understand any additional charges before placing your order.
Candle Flair is not responsible for delays caused by customs clearance or events outside of our reasonable control. If there is a significant delay affecting your order, we will keep you informed and do our best to minimise the impact. If a substantial delay occurs, you may be entitled to cancel your order and receive a full refund for any goods that have not yet been delivered.