Terms and Conditions

 

Please take the time to read through our terms and conditions

Postage and packaging

Royal Mail and UPS are the carriers we use, shipping is quoted at the basket phase and you have several options, 1st class recorded delivery, special delivery - this is a next day guaranteed service which is for items needed in a hurry, if this service is needed for personalised item please do get in touch first to ensure there is time to process your order. Local delivery (if you live in near you are welcome to collect - again by arrangement.) Finally larger items and max postage costs orders (£9.97) are sent via courier UPS

All packages are sent securely with a return sender label

International customers please note that any tax's that may be incurred are the responsibility of you the buyer.

Please do not specifiy different shipping instructions within the special requests box. I am unable to control this element as the Royal Mail or Courier service manages delivery to the shipping address only

Returns

Unfortunately we are unable to accept any returns of personalised items such as candles, wishing well box's rice charms unless we have made a mistake, in which case you can choose to either receive a full refund, or receive a new item.

Any items that have been damaged or lost during transit will be refunded in full including the postage charges or replaced. In this case it is necessary for you the reciver to keep all original packaging in the condition it arrived in. As a seller I need this in order to claim via Royal Mail (tedious I know but they require proof)

Although we do not accept responsibility for lost or damaged items, in the unusual circumstance that your goods have been lost or damaged during transit, you can either receive a full refund, or receive a new item PROVIDED that you return any damaged items to us with their original packaging as soon as possible in order for us to claim compensation - this is really important and we can not make any claim back without them

We will be unable to process your refund or make your new item until the damaged item is received. With lost items, you may simply be asked for confirmation from Royal Mail that your item has not been received. Again, we are unable to process a refund or make a new item until Royal Mail confirm that the item has indeed been lost and is not just late. Occasionally gifts have taken over a month to reach the recipient, despite being posted 1st class, although this is very rare. Although Royal Mail give a general guide of 1 - 2 days for delivery of first class mail, they do not consider an item as lost until at least 14 business days after posting & even longer at busy periods.

Non personalised undamaged items can be returned within 21 days of delivery. The item must be returned in it's orginal condition with it's original packaging. Postage charges can not be refunded, unless a product has not been described accurately & it will be your responsibility for costs of returning the item to us. Once received we will refund the cost of the product only.

All personalised candles are made to order to your specific requests, if there is a certain font type or font colour that you would like please do get in touch or leave a note in the instruction / special requests section. If no specific instruction is left other than your personalisation details I will use my experience and best judgement in making your candles. Sadly I am unable to offer refunds based on a customer simply not liking their candles once they have been personalised to order. Of course if there is an error on my part I will do my upmost to rectify this for you in a timly fashion.
I always keep proofs of art work and personalisation on file for reference. All images are stored securly and are never passsed on.  Your finished candles containing personal images is never shared or used without your agreement.

Payments

Prices are quoted in sterling, there is a currency converter listed on the website for reference. Payments made via paypal, nochex or by postal cheque. Cheque payments require clearance before production can start as do e-chq's via paypal

Images and verses

All photos that get sent via email are stored securly on the pc, once your candle is made the image is deleted off our system

If you forward an image for use on a candle it is your responsibilaty to ensure the image is free to be used on your candle

If you forward a poem / verse please make sure you have permission to use the verse.

All images for use on our website under 'images for candles' are our images and we hold the sole copyright on these

We will NEVER use your finished candle in our gallery (candles with photos) without your permission, but non photo candles may be used for advertising - please let us know if you do not want us to use the image.

Your information

We do not pass on any customer details

All payment details are stored away from this website and are handled by paypal or nochex. We do not have your card information on file