Returns & Refunds
Deliveries and Returns Policy for The Wedding Candle Company Limited
1. Deliveries
Our preferred delivery partner is Royal Mail for all of the UK and the Highlands, Islands and Channel Islands. For standard delivery Royal Mail should deliver your items within three to five business working days of your order being posted for standard delivery, unless you are located in the Scottish Highlands which can take up to five business working days. We offer free, tracked delivery. We aim to dispatch within 2-3 working days of your order being place.
Our deliveries may require a signature, so please ensure there will be somebody available at the delivery address who will be able to provide this (unless you have left alternative delivery instructions at your own risk).
If you’re from outside the UK and would like to purchase our products send us an email at info@theweddingcandlecompany.com and we will do our best to make it happen, although there may be an additional delivery charge.
Please note that The Wedding Candle Company Limited cannot be held responsible for late/failed deliveries for reasons outside of our control i.e. in the cases of adverse weather conditions.
Tracking details for your order will be included in your order confirmation email. Alternatively, please contact customer service at info@theweddingcandlecompany.com
Please note, we do not despatch or deliver at weekends or public holidays and are unable to deliver to PO Boxes.
Deliveries & Christmas Deliveries
Order by midnight on the 15th of December for Christmas Delivery. Please note, this year we are dispatching as normal up until Christmas Eve, however we advise ordering as soon as possible to avoid any unforeseen delays within the mail system.
2. Returns
We really hope that you are delighted with your product, but if for any reason you’re unhappy with your order and would like to return it, we are happy to offer a refund, exchange or credit note of the same value, as long as it’s within 14 days of your receipt.
Unfortunately, we can only accept the return of items that are complete, in perfect condition, unused and in the original packaging they arrived with you in.
To initiate a return or exchange, please drop us an email at info@theweddingcandlecompany.com quoting your order number.
Once your parcel has been received by our team it can take up to 14 days to fulfil your request.
If you have not received our email confirmation after sending your return to us within 10 days, please email us at info@theweddingcandlecompany.com so we can investigate.
2.1 Which items can’t be returned?
Whether exercising your legal right to cancel or returning a product under our returns policy, you do not have the right to return the following/cancel your order in respect of:
Products that are made to your unique specification or that are personalised for you, such as items that have been designed for you bearing your name or initials.
Products sealed for health protection of hygiene purposes once you have unsealed them, for example toiletries if the seal has been broken.
2.2 How do I return something?
You can send your return by post to us, but please email us at info@theweddingcandlecompany.com requesting a return first and quoting your order number, as well as the reason for return.
Make sure your items are securely wrapped, the order reference number is clearly displayed on the exterior package label and send your return to:
The Old School, Little Minster, Minster Lovell, Witney, OX29 0RS
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received with us. Items lost in transit will not be treated as returned. We reserve the right to refuse a refund/exchange for damages caused by insufficient packaging. We are not responsible for the postage cost to return your item.
All Returns requests submitted outside of normal UK working hours (8.30am – 5:00 pm) will be processed the next working day (Monday – Friday). Please note, excluding all public holidays.
If your order has qualified for a discount, this shall no longer apply if the items that you are returning result in the order value falling below the threshold criteria to qualify for the discount. The discounted products must therefore either be returned or they shall be charged at the full recommended retail price.
If your order qualified for a free gift with purchase and the goods that you are returning mean that you no longer meet the criteria of the promotion, the free gift must also be returned so that we are able to process the exchange/refund.
We will be happy to make a refund back to the card which was used to make your purchase, however, we cannot refund any postage charges, unless the item is faulty (see below).
Please note, a deduction may be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you handle the goods should be the same as it would be if you were assessing them in a shop.
2.3 Your legal right to cancel
For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.
You have 14 days after the day you (or someone you nominate) receives the products to change your mind. If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to send the goods back to us.
You may cancel your order by notifying us by email at info@theweddingcandlecompany.com, that you wish to exercise your right to cancel before the cancellation policy has expired, please keep a copy of your cancellation notification for your own records.
If the products have already been dispatched to you, or you have received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which received the goods. You will have to bear the direct cost of returning the products to us.
2.4 If you are exercising your right to change your mind
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
You will receive a full refund of the price you paid for the products and any applicable delivery charges, if goods have not been dispatched, to the credit or debit card or other payment method that you used to pay. We will process the refund without delay and in any event not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back or you have supplied evidence of having returned the products to us (whichever is the earliest).
If for any reason we have arranged to collect the goods from you, we reserve the right to recover the costs of collection from you*.
*Please note this only applies to customers located within the European Union.
2.5 What if the item is faulty?
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 14 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault, by emailing us at info@theweddingcandlecompany.com so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. Or if the item you received is not what you originally ordered, we will be happy to exchange the item(s) or offer you a refund.