Deliveries & Returns
Dispatch and Deliveries
Before we dive deeper into the details of what happens after you place an order, here's a quick summary of the key points:
- Orders are sent via 48-hour fully tracked Royal Mail.
- Dispatch takes between 1-3 business days.
- Orders made after 1:30pm will be processed the next day.
- You can expect to receive your order 1-2 days after receiving the shipping confirmation email, assuming there are no delays with the local delivery depots near your address.
- Track your order fully by clicking the link in the shipping confirmation email.
For those who are curious about the full process and what happens after your purchase, keep reading below.
Thank You For Making An Order!
First off, a huge thank you for placing your order! Now that we've got it, we’ll take a moment to double-check everything — from your order to the delivery address (we’ll reach out by email if anything needs tweaking) and any special notes you've included. While we're doing that, keep an eye on your inbox for an "Order Confirmation" email from us. It’ll have all the details about your purchase and a helpful image that breaks down the next steps! Please note, the email can sometimes end up in your junk mail, so be sure to check there, or check the original payment email you used, as emails are automatically sent to that address.
Step 1 : Mandatory Checks
To make sure we send you the right candles, we do a maximum of 3 checks! First, we double-check your order in our internal system. Then, we print off the order list and cross-check the products with the sheet. Finally, we check everything again during packaging. It might seem a bit tedious, but these steps ensure we pack the correct items and prevent any delays in getting you your light and aromas!
In addition, we double-check delivery addresses because Royal Mail can be quite picky about them. To avoid any issues, please make sure your full address is included, including any house numbers. If there are no house numbers, be sure to add a delivery note with instructions on how the postman can access your address. Inaccessible addresses can lead to delivery delays, so we want to make sure everything runs smoothly!
During this stage, you should have already received an "ORDER CONFIRMATION" email. If not, please check any junk mail, and contact us if you can't find the email.
Step 2: Packing Your Order
Now for the fun part — packing your order! We carefully pack each one into 100% recycled kraft postal boxes, using paper tape and 100% biodegradable packing peanuts. Once packed, your order will be ready for collection either the next day or the very same day (before 3 PM).
You’ll also receive a "SHIPPING CONFIRMATION" email, which is different from the first one. This email lets you know that your order has been shipped (HOORAY!) and provides a super important tracking link and info to follow your order’s journey.
Please make sure to click on the link, or copy and paste the tracking number into Royal Mail's tracking site. If you get an "error" message, try again using a different browser or, if you're on your phone, switch to a computer, laptop, or iPad. Royal Mail’s tracking site can sometimes be glitchy, showing no information, but trust me, it's there — it just needs a little nudge to get it working!
Step 3: Order Prepared for Collection
At this stage, your order is ready for collection. The tracking status will show "We are expecting it from the sender," which means your order is on its way to you as soon as it’s collected and processed by Royal Mail.
At this stage, no adjustments can be made to the order, so it’s important to ensure your delivery address is correct when placing your order. Interrupting the process between Step 1 and Step 3 could lead to slight delays. However, we’ll do our best to make sure your order is included in the next collection batch!
Step 4: Status Of Delivery
Within 1-2 business days, your order will be delivered (unless there are delays, as indicated by Royal Mail updates). Photographic evidence will be provided to show where your order has been placed, including any assigned safe places. If you have a safe place assigned that you’re not familiar with, please ensure to update it before your order is out for delivery on that day. Changes to the safe place made within 24 hours of delivery will not be reflected, and the postman won’t see updates made after this period.
Now that your order has been delivered, it’s time to sit back, light a candle, and enjoy a cosy night in!
LOVED BY MANY
With over 40,000 candles sold across the UK, we're excited to have created a product that so many of you love and keep coming back for. As we continue to grow, we have even more thrilling products in the works to share with you!
A Brand We Are Proud to Have Created
Apollo Ipsum is a brand we are deeply proud to say we created. From the very beginning, every step of our journey—starting with the initial spark of an idea to the unique creations we bring to life—has been driven by our passion, dedication, and commitment to art. Our brand is built on creativity, collaboration, and a constant drive for evolution. It's a reflection of who we are as artists, makers, and individuals.
We take great pride in working closely with our customers to ensure the best experience possible. Your feedback is invaluable, and it helps us refine our process, improve our offerings, and grow in ways we never anticipated. We don’t shy away from mistakes; instead, we embrace them as learning opportunities. Each mistake is a stepping stone towards improvement, and we’re constantly evolving to better serve you.
We are grateful for every moment of this journey and the incredible people we’ve met along the way. We’re excited for what’s yet to come, knowing that with each new creation, each new collaboration, we continue to grow—not just as a business, but as artists who are dedicated to making something meaningful.
Common Troubleshooting
If your order is stuck on "waiting for dispatcher to send over," it usually means that the package hasn’t yet been collected by the courier or hasn’t been scanned into their system. This status can occur for a few reasons:
- Order Processing Delay:
Your order may still be in the packing stage or awaiting pickup from the dispatcher. - Courier Delays:
The courier may have collected your order but hasn’t updated their system to reflect the package’s movement. - Weekend or Public Holiday:
If the dispatch day falls on a weekend or holiday, there could be a slight delay before the courier begins processing orders. - Unexpected Operational Delays:
Occasionally, unforeseen issues like high order volumes or courier backlogs can cause delays.
What You Can Do:
- Check Your Email: Look for any updates or notifications from the seller regarding delays.
- Wait a Few Hours: Sometimes tracking systems update later in the day after the courier scans the packages.
- Contact Support: If the status doesn’t change within 24-48 hours, reach out to the seller or courier service for clarification.
Most of the time, this is a temporary status, and your package will begin moving shortly!
If your order status says "delivered" but you haven’t received it, there are a few possible explanations and steps you can take to resolve the issue:
Why This Might Happen:
- Left in a Safe Place:
The package might have been left in a designated safe place or hidden location on your property (e.g., behind a bin or in a shed). - Premature Scanning:
Couriers sometimes mark packages as delivered when they are still on the way or are scheduled for delivery later that day. - Lost or Stolen:
Unfortunately, packages left unattended can sometimes go missing. But this is quite rare, and only happen a few times since we been operating.
What to Do:
- Check Around Your Property:
Look in common hiding spots or safe places, even if you didn’t assign one. - Ask Neighbors:
It might have been delivered to a nearby address by mistake. - Review the Tracking Details:
Check for photographic evidence of where the package was placed (many couriers provide this). In addition, at the bottom there are specific GP co-ordinates you can look out for and locate. - Contact Royal Mail or Your Courier:
Reach out to them with your tracking number and explain the issue. They can provide additional delivery details. - Contact the us:
If you’re unable to locate the package, let us know. I will help investigate or provide a resolution given that all above has been performed first.
Pro Tip:
If your order was marked as delivered but hasn’t arrived, it’s often worth waiting 24 hours. Couriers sometimes mistakenly scan items as delivered, and they usually correct the issue quickly, often delivering the package the next day. This happens more often than you’d think — postmen occasionally make mistakes, but they tend to fix them faster than their systems can update. So, waiting it out (and not stressing) can sometimes be the simplest solution!
If you’ve accidentally entered your billing address as the delivery address and they are different, it’s important to update us as soon as possible to avoid any delivery issues. If you notice that we have already dispatched the order and you need the address changed, please contact us.
What You Can Do:
- Contact us Immediately!
Reach out to our customer support team as soon as possible (info.support@apolloipsum.co.uk). If your order hasn’t been dispatched yet, and we will be able to make the change before it’s sent out. - Check the Order Status:
If the order is already in the dispatch or delivery process, it might be more difficult to change the address.However, please do still contact us to discuss further the next steps. - Royal Mail / Courier Redirect:
If the order has already been dispatched, some couriers like Royal Mail offer a re-direction service for a limited time. You can try contacting them directly to request a change of address. However, this only applies for a limited time therefore acting fast and correct it is very important.
Don’t worry, we’ve got you covered! Reach out to us, and we can discuss upgrading to a 24-hour service. However, please note that if you contact us after 12:00 PM, the deadline for same-day dispatch will have passed. In this case, your order will still be dispatched the next day, but with a 24-hour delivery instead of the usual 2-day delivery time. Just get in touch, and we’ll do our best to make sure it gets to you in time!