Delivery & Returns
Delivery and Returns
General Customer and Trade Customers
Please allow us the time to be busy bees in our candle factory making, preparing and packing your orders on top of the shipping delivery service. We aim to dispatch all orders within 2 working days (B2C), if your order is urgent please contact hello@thecandlebrand.co.uk prior to ordering. Thank you!
Please remember to include delivery time by the couriers, in your estimated time for receipt.
Royal Mail 48: Usually 2-4 days.
Royal Mail 24: Usually 1-2 days.
UPS Next Day: Usually next day.
UK Mainland delivery structures, international orders will vary. Please check Royal Mail or UPS website for your specific locations.
Shipping Zones | Customer: Royal Mail and UPS | Trade/Wholesale: UPS |
Mainland UK and Ireland (1&2) |
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Ireland, Belgium, France, Germany, Luxembourg, Monaco, Netherlands, Czechia (3) |
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United States, Canada, Mexico |
UPS Delivery
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Guernsey, Iceland, Jersey, Norway, Switzerland |
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International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.
HOW TO RETURN YOUR ITEMS -
- Contact us to talk about what you are returning and your reasons for the return to hello@thecandlebrand.co.uk.
- Send your return to Unit 17 Wellesley Road, Long Stratton Industrial Estate, Tharston, Norfolk, NR15 2PD
- We will refund your original payment method in line with our RETURN POLICY terms.
International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.
TRADE RETURNS
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, items must be in the same condition as received, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@thecandlebrand.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at sales@thecandlebrand.co.uk.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right where possible. We will ask for evidence of damaged items in the form of an image to be able to issue a refund or exchange for the product.
Exchanges
The fastest way to ensure you get what you want is to return the item you have once you have contacted a member of the team, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Any claims regarding damages, exchanges, or refunds must be requested within 7 days of items received.
International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.
Let our customers speak for us
from 507 reviewsIn the four years since I started buying wax melts (rather than scented candles) these are by far the best I have found! Each scent is amazing, well balanced, not at all over-powering and has a good burn time. I’m looking forward to adding a flower diffuser to my next order. I am so pleased with this home fragrance discovery!
The melts you sell are absolutely perfect, the scents are so natural and not over powering like some I have tried, a nice constant delivery of my favourite scents over many hours,very pleased recommend you to family and friends
Really lovely smell. Reminds me of lemon sherbet sweets. My son wants one in his bedroom as he also loves the smell!
I love these wax melts they smell amazing. I buy every other month and enjoy rotating all the fragrances
Love love love the smell and how pretty itblooks in my bathroom
They leave my house smelling amazing for hours
Really lovely diffuser refill with a long lasting fragrance. Suitable for any room in the house.
I especially love the watermelon and lily! Will you be making this one part of your range?
This is my 2nd batch of melts I love them. They are so pretty and beautifully made and the aroma is just gorgeous. Highly recommend
These wax melts smell divine. Having the ability to choose from a wide range of scents is fun and a great way to experience something new. They last a really long time, too!
As soon as I opened the lid, the beautiful smell of fresh flowers and clove hit my senses ... even better when lit! Another triumph for this lovely company.
I recently stayed in a beautiful barn in the countryside and they had this diffuser, it was so lovely I ordered one as soon as I got home! I love everything about this product, the little flower heads, the seeds in the label, the glass bottle not to mentioned the perfume. I bought the peony and rose diffuser and I can’t wait to try the others!
Best melts
I have just bought my second mystery box as i enjoyed my first one so much.
Lovely natural scents, quick delivery. Bought as a gift but I kept the free sample and it's still going a week later. Nicely packaged and long lasting. I like the creative scent combinations too.