Ordering Information

Paying for your Order.

We accept all major credit and debit cards (Mastercard, Visa, American Express, Maestro, Solo, Electron) VIA PayPal. We do not store credit card details nor do we share customer details with any 3rd parties

All payments are made in British Pounds (GBP) and your credit card company will set the conversion rate for your purchase. An approximate Euro price is displayed, but due to exchange rate fluctuation, the rate prevalent at the time of purchase is applied to the order.

International Shipping

Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Monaco, Netherlands, Portugal and Spain – all for the same fixed rate of £15 per order.

UK Shipping and Postage & Packaging

All orders for delivery in the UK are charged at the amount shown in the shipping column on the order. All items are either posted first or second class or shipped by courier within the UK. Please allow 15 working days from the time of your order for delivery within the UK (although by using First Class Royal Mail and 24 hour courier services we anticipate deliveries within the UK to arrive within 1-7 days of your order date.

Order Tracking

We maintain a live tracking system of all orders through our warehouse, and you can view this at any time after ordering, by logging in and clicking on Order History. When an order is despatched, you will receive an email with despatch details, and a separate email with tracking information for tracked orders.

Returns and Refund Policy

Distance Selling Regulations : You have the right to cancel your order within seven days of receipt of the goods. If you do wish to cancel, please follow the procedure below to obtain a full refund for the goods ordered.

You may cancel your order at any time prior to dispatch by opening a support ticket via the contact us link above, and we will re-credit your card or return your un-cashed cheque, within 30 days of your order. We reserve the right to charge a £1.00 admin fee for refunds to cover bank charges and administration costs.

If the order is already showing as despatched (we normally dispatch within 24hrs of your order), please open a support ticket via the contact us link above, as soon as possible and at most within 7 days of delivery of your order. Please return the item within 14 days for a full refund of the cost of the item. Any refund will be made within 30 days of our receipt of the returned goods and will be refunded to the card / PayPal account used to pay for the order, or posted to you in the form of a cheque, should the order have been paid for by cheque. If an order was shipped using a free or reduced cost delivery offer, the net cost to us of the delivery will be deducted from the refunded amount. This will vary between £2.90 and £7.60 for UK orders, and up to the non reduced rate for European orders.

Due to the nature of the goods, all items MUST be returned unused, in the condition to which they were received and in their original packaging. The customer is responsible for postage for any returned items. We strongly recommend that the customer obtain proof of postage for any returned item. Do NOT return any item to us before contacting us, unsolicited returns will not be refunded.

Damaged or Broken Items

Very rarely, an item may be damaged on route to you, we will only accept claims for damage within 7 days of receipt. In the instance of all deliveries made by Royal Mail it will be assumed that it takes no more than 5 working days for a packet / parcel to arrive, we will therefore allow 12 days from the date of despatch for claims to be made. In the case of Courier deliveries, we will count 7 days from the date that the order is delivered. No claims will be accepted outside these times. You must keep all broken items and original packaging for possible return to us. Please complete a contact us form to inform us of a problem. Do NOT return any item to us before contacting us, unsolicited returns will not be refunded.

IMPORTANT – READ THIS : In the unlikely event of an item arriving broken, please DO NOT dispose of it – we will NOT replace any item for which we cannot be either supplied a photograph, or have returned to us at our expense if required.

As we offer the easy replacement option by supplying a photograph, we do not refund any return postage costs unless we explicitly request an item to be returned, and agree in advance to refund postage.

Delivery methods and insurance.

For UK Mainland Deliveries we use either Royal Mail First or Second Class, or recognised national courier, therefore you will be required to sign for your delivery.

Courier Deliveries are made between 9am and 7pm Mon – Fri, we can deliver to a verifiable work address, or you can advise us during checkout in the comments box of a neighbour’s house number that may be able to take your delivery.

IMPORTANT – If our courier makes two attempts at delivery and you fail to call to arrange delivery there WILL be a re-delivery charge. If you fail to contact the courier and the parcel is returned to us – ALL charges will be deducted from any refund (£6.00 for outbound and £11.38 for return to sender charge total £17.38). If you are not going to be available to sign for your order – please send to a work or relatives address.
All shipments will be fully insured.

Packaging Used.

All deliveries will be securely packaged, and should arrive in first class condition.

We take care to ensure that all shipments are packaged in the best possible materials. We reuse packaging where possible to protect the environment, and ask customers to recycle cardboard packaging that is used to protect your order.

Delivery Times.

We do not include items available for sale on our website that are not actually in stock; we hold stocks of all products that are available for sale. Delivery would normally be from stock. Please allow 1-14 working days for delivery. In all cases, if these times are likely to be exceeded, we will inform you by email or clearly on the website.

Please spend a few minutes reading our testimonials, these will give you a guide of how quick our packing and despatch is. 98% of orders leave within 24 hours of being placed.
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Order Size and Security Checks.

• We reserve the right restrict order size to orders which would be considered to be for personal use.
• We reserve the right to cancel any order with or without reason if we believe that the ordered items are for resale at excessive profit.
• If a customer that we believe to be a reseller claims for a breakage more than 2 days after delivery has been made, we will not replace the broken or damaged items.
• We reserve the right to refuse any order that we feel may have been placed fraudulently. We shall inform you using the email address that you supply with your order of such denial.
• Before shipping any order we may carry out any number of security checks, including, but not restricted to Electoral Role address check, telephone number check, credit card processing checks. We also carry out random telephone checks prior to shipping. These checks are necessary to keep our prices down and prevent fraud.

Delivery Problems / Re-Delivery

It is assumed that if you place an order online for delivery, that you will be available to receive your order, or a neighbour will be available to receive it on your behalf. If a re-delivery is booked with our courier company by yourself, and you are then unavailable, we are charged for a non delivery.

We reserve the right to charge any charges to you – this is only fair to ensure that prices are kept low, and we can continue to offer low cost delivery. Repeated attempts will also be charged.

We highly recommend delivery to a work address if possible.

Disclaimer

We accept no responsibility for any injury arising from the use of any supplied products, especially arising from faulty or defective goods, or for any improper or inappropriate use of any product, or from allergies or adverse reactions. Any defective product should in the first instance be reported to us and in return we will, on your behalf pursue a replacement from the manufacturer. If we feel it appropriate,

All purchases are made in acceptance of our terms and conditions.

Your statutory rights are unaffected by this policy.

Colours and images

All colours an images depicted on the site are representative only, colour variations in print, photography, monitor settings, and graphics cards may affect the look of a product or colour – please note that all colours are reproduced as a guide only.

Postal Address

Classic Candle Company Limited. Unit 16 , IP12 4PS.

Revised July 2024