delivery and returns

standard delivery

Standard UK delivery is FREE on all UK orders of £40 and over from The Candle Kitchen’s online shop.  Delivery charges are displayed at checkout for all other UK orders, delivery elsewhere will be charged according to cost.
 
Please note that we reserve the right not to deliver an order if we believe the address is not secure, for example to a communal postal address or PO Box. If this affects an order you place, we'll notify you as soon as possible. Apologies, but we don’t deliver to BFPO addresses.
 
Unless stated otherwise, standard orders are dispatched within 5 working days, but are typically dispatched within 24 hours.  Candles which are made to order will also be dispatched within 5 working days unless stated otherwise in the product description. 

bespoke orders

If you order bespoke candles you will receive a quote and delivery date before you choose to proceed with your order.  Full payment will be required prior to delivery. 

deliveries to multiple addresses

If you'd like to have items sent to separate UK addresses, please complete a separate order for each address. A separate delivery charge will be made for each address. 

changing or cancelling an order

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.  If you'd like to add products to your order, please place a new order for these items.
 
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact us. Please be ready to quote your order number and order date.  If your order has already been dispatched or delivered, then you'll need to follow our returns procedure in the event of any unwanted products.
 
There are some products which we cannot cancel, refund or exchange, i.e. bespoke items.  
 
If you find that your order has only been partially delivered, this may be because other items have been dispatched separately.  However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please contact us. 

returns

We really hope you will be happy with your purchase.  However, if any items do not meet your expectations, please return them to us in their original packaging within 14 days of receipt and provided they are in perfect condition, and can be re-sold as new, we will be happy to offer a refund or exchange. We regret that postage and packaging costs cannot be refunded unless the goods are faulty.  The return address is 26 Elley Green, Corsham, SN13 9TX.

If products are damaged in transit to you and the damage is apparent on delivery, you should sign the delivery note to the effect that they have been damaged, keep the packaging and contact us as soon as you can.
 
We cannot be held responsible for return parcels which are lost, stolen or uncollected.  We advise you to obtain suitable proof of posting when returning goods.  Please allow 2 weeks from posting date of your return for us to credit your account.  We will refund the credit or debit card of the person who originally placed and paid for the order, through the payment method used when the order was placed.

For more information about delivery and returns please refer to our terms and conditions.