We offer a tailored delivery and return policy for our customers. We aim to help to the best of our abilities. In case you ever need it, please find the terms and conditions as follows:
UK Standard Delivery (4-5 Working Days) – Free
UK Second Class Delivery (2-4 Working Days) – £2.95
UK First Class Delivery (1-3 Working Days) – £3.95
UK Express Delivery (1-2 Working Days, weekdays only) – £8.95
EU Standard Delivery (8-10 Working Days) – £9.80
We aim to dispatch all orders within 1-2 working days and orders received before 1 PM will only dispatch the same day for next day delivery. Our standard processing times are Monday to Friday 9 AM to 5 PM excluding Bank Holidays. Any orders received after this time period will be processed next working day. Orders received on Friday for next day delivery after 1 PM will be processed on Monday. We take care of every single packaging with caution and make sure all handling instructions are followed step by step, so you can get your purchase on time and in excellent conditions.
We will always do our best to ensure that you receive the right product ordered. Sometimes, however, mistakes do happen and we are keen to resolve them for you as quickly as possible. Please email our customer care team at firstname.lastname@example.org. Please, state or include the following information: name, email address, order number, product code and reason for return. Then let us know whether you would like a refund, an exchange or a replacement. Refund, exchange or replacement are processed when we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, unopened and resalable with original packaging, and are securely sent. We offer a full refund and exchange on packaged, sealed items that are received in a resalable condition within 14 working days of purchase. Exceptions are oil custom filled bottles in clear. No refund on promotional, reduced or discounted items. Please send items by Royal Mail, either 1st or 2nd class, retaining proof of postage, to:
Candles and Oud
Unit 5 Manchester Way
Heathway Industrial Estate
Refunds will always be processed by the original payment method.
When returning goods to customer services or in-store, refunds will be paid onto the same method of payment used on the original order. The refund value will be for the price paid when the order was placed. Refunds will only be processed once the item is received back.
Returning products in Store and Proof of Purchase
All online customers will receive a proof of purchase email when their order has been dispatched. Please use this if you wish to return an item to one of our stores. Stores are unable to process returns without proof of purchase, besides the confirmation of the online store sales department. Please, make sure our online sales department is aware of your in-store return before proceeding.
Money-Back Guarantee Terms and conditions
Our Money Back guarantee is essentially a simple guarantee that, if you are not satisfied with our product, a refund will be made. We are proud and confident about the quality of our products, therefore we offer you this guarantee for a piece of mind.
Note: This guarantee does not cover Fragrance oils, but sprays. The product should be unused and unpacked and return fees are covered by the buyer. We recommend you order a sample together with your product, so you can double-check the fragrances before actually opening the main box or product bag etc.