Delivery & Returns

HOW TO RETURN YOUR ITEMS -

1. Contact us to talk about what you are returning and your reasons for the return to hello@thecandlebrand.co.uk.
2. Send your return to Unit 17 Wellesley Road, Long Stratton Industrial Estate, Tharston, Norfolk, NR15 2PD
3. 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.