Delivery & Returns
Delivery and Returns
General Customer and Trade Customers
Please allow us the time to be busy bees in our candle factory making, preparing and packing your orders on top of the shipping delivery service. We aim to dispatch all orders within 2 working days (B2C), if your order is urgent please contact hello@thecandlebrand.co.uk prior to ordering. Thank you!
Please remember to include delivery time by the couriers, in your estimated time for receipt.
Royal Mail 48: Usually 2-4 days.
Royal Mail 24: Usually 1-2 days.
UPS Next Day: Usually next day.
UK Mainland delivery structures, international orders will vary. Please check Royal Mail or UPS website for your specific locations.
Shipping Zones | Customer: Royal Mail and UPS | Trade/Wholesale: UPS |
Mainland UK and Ireland (1&2) |
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Ireland, Belgium, France, Germany, Luxembourg, Monaco, Netherlands, Czechia (3) |
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United States, Canada, Mexico |
UPS Delivery
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Guernsey, Iceland, Jersey, Norway, Switzerland |
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International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.
HOW TO RETURN YOUR ITEMS -
- Contact us to talk about what you are returning and your reasons for the return to hello@thecandlebrand.co.uk.
- Send your return to Unit 17 Wellesley Road, Long Stratton Industrial Estate, Tharston, Norfolk, NR15 2PD
- We will refund your original payment method in line with our RETURN POLICY terms.
International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.
TRADE RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, items must be in the same condition as received, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@thecandlebrand.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at sales@thecandlebrand.co.uk.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right where possible. We will ask for evidence of damaged items in the form of an image to be able to issue a refund or exchange for the product.
Exchanges
The fastest way to ensure you get what you want is to return the item you have once you have contacted a member of the team, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Any claims regarding damages, exchanges, or refunds must be requested within 7 days of items received.
International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.
Let our customers speak for us
from 488 reviewsBest wax melts I have ever had they smell gorgeous
Fruity
Good enough to drink
Refreshing
Wonderful scent
Sweet and floral
Lovely
Beautiful
So delighted with this subtle, refreshing fragrance. Thought it might be a bit overpowering but Not in any way. It’s such a pleasant, springtime aroma.
These melts are amazing. The scent is beautiful, and will recommend to my daughter as she loves melts
Your really smell the dark honey, such a lovely fragrance not over powering, love how it lingers in the background
I love this scent so much. So happy Etsy sells this product, as it’s not easy to find. Gorgeous scent and unique beautiful flower reeds. My fav gift to give.
Love the quality
This has the most wonderful scent. Fills a room a room in no time. Lovely in the hall as you enter your house.
Beautiful quality melts with a long lasting scent. Got them on offer so good value too!