Shipping

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 2-4 business days (not including Saturday and Sunday) - this may be extended during sales period so please make sure to check the delivery times upon checkout.
• Orders made after 12pm will be processed the next day.
• You can expect to receive your order 2-3 business days after receiving the shipping confirmation email, though this may vary depending on regions and also if there are problems/issues with delivery addresses.
• Track your order fully by clicking the link in the shipping confirmation email or through MY ACCOUNT

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 2-3 business days (not including saturday and sunday), your order will be delivered (unless there are delays or problems with the address you provided).

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!

Incorrect Address Details, or Non-Collected Items & Redelivery Fees

1. Eligibility for Returns

• The item is unused and in its original condition
• The item is in its original packaging
• There is no damage or signs of use
• You contact us within 14 days of receiving your order

2. Return Postage

• You are responsible for purchasing your own postage label.
• We recommend using a tracked service and keeping proof of postage, as we cannot be held responsible for items lost in transit.

• 1 candle ≈ 500g
• 4 candles ≈ 2000g
• 1 room spray ≈ 300g

3. How to Return Your Order

1. Ensure it meets the conditions above.
2. Include your order number and full name inside the parcel so we can identify your return.
3. Make sure to package the order safely, reusing the packing peanuts provided, or using safe and protective packing material. Any damage items returned will be deducted from the order.
4. Send your parcel to:

4. Refunds

• Once we receive and inspect your return, we will process your refund to your original payment method.
• Please allow up to 7–10 working days for the refund to appear in your account, depending on your bank or payment provider.
• Original shipping costs (if any) are non-refundable.

5. Damaged or Incorrect Items

• Email us with your order number, a description of the issue, and clear photos of the product and packaging.
• In cases of damaged or incorrect items, we will advise you of the next steps and may cover return or replacement costs where appropriate.

6. Non-Returnable Items

• Partially used candles
• Items that have been burned, lit, used or altered
• Used Room Sprays
• Candle Blind Bag Products