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 email info@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.com and we will provide you with further return details.
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:
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 contact info@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.
Free UK delivery's on all orders over £75.
(UK) Standard delivery (Interlink Express within 3-5 working days) £7.50
N. Ireland/ Channel Islands/ Scottish Islands (DHL Express 2-3 Working Day Service) £15.00
Our standard UK delivery takes 3-5 working days to reach you from dispatch. International orders can take 7-14 working days to arrive. Please note that working days for us are Monday - Friday and do not include national UK bank holidays.
We endeavour to fulfil all orders placed. If we are unable to deliver to your location we will let you know.
You will own the goods from the later of (a) we receive payment in full or (b) we deliver the goods to you.
The goods are your responsibility from the time we deliver them to the address you gave us. The courier will give you the option to update your delivery preferences once goods have been shipped Candle Flair will not be responsible for any delivery without a signature due to your change of preferences. Delivery will have been deemed to have taken place as and when the Courier leaves the goods in accordance with your preferences.
All international customers purchasing from us will be denoted as ‘Delivery Duty Unpaid’ (DDU) and will be charged for the items purchased and shipping costs only. Duties, taxes, and other compulsory payments when shipping internationally are the sole responsibility and shall be paid in full by the customer. We recommend that you contact your local customs authority to determine a landed cost price prior to purchase completion.
Candle Flair is not responsible for any delays caused by destination customs clearance processes.
If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund in full for any goods you have paid for but not received