Terms and Conditions

Purchasing of goods and services

If there has been any increase in supplier costs, we reserve the right to implement a price increase of our goods and services accordingly without notice. If placing an enquiry in advance of 6 months or more, the initial price quoted to you may have increased.

All goods and services are subject to stock and availability at the time of your enquiry. We reserve the right to discontinue relevant goods and services at any time without notice, at the sole discretion of us.

The client is responsible for ensuring that the goods are suitable for the environment and application in which they intend to use them. For all candle enquiries, it is the client’s responsibility to check with their venue regarding any safety regulations or restrictions on open flames.

Payment terms and invoicing

The initial price quoted to you excludes delivery and other services. The price is based on costs of raw materials, production, and labour costs. Prices quoted to you are in pounds sterling.

Once you accept the initial price quoted to you, a non-refundable 50% deposit is required to secure your spot in our design diary. Reserved slots in our design diary are only held for 30 days from when your invoice is sent. If the initial 50% deposit has not been paid during this time period, we can not guarantee the availability of your design slot. If you require longer payment terms, we will endeavour to accommodate within reason.

The rest of the payment of your quoted balance will be required before goods are mailed out. Goods and services must be paid in pounds sterling. Where relevant, standard delivery charges will be detailed on the invoice. Projects with quicker turnaround times will incur a non-refundable rush fee of £70 and expedited shipping costs where applicable. This will be negotiated and agreed in advance. Payment is accepted by bank transfer.

Order fulfilment times

For bespoke orders, please allow 4-6 months from initial enquiry to delivery. These times allow enough time for consultation, design, painting, and delivery to you. If you require a quicker turnaround time, please enquire for a rush order. It is important to note that prompt responses to correspondences from us allow for quicker turnaround times.

Rush order

Upon receiving the enquiries form requesting a rush order, we shall negotiate the prices for such orders, taking into consideration our available inventory, hand painting capacity, scope of work, and additional shipping costs.

Any acceleration in turnaround times requires approval and is subject to additional fees including overtime costs, expedited shipping costs, and/or other additional expenses incurred by us to meet the client’s deadlines.

We shall use our best efforts to meet the client’s requirements for reasonable rush orders for candles requiring completion within 2 weeks. We reserve the right to apply a non-refundable rush fee of £70.

We shall use our best efforts to accommodate rush order requests within reason so it doesn’t affect our other clients. We shall be under no obligation to accept a rush order if the scope of work exceeds our hand-painting capacity. We reserve the right to reject any and all rush orders at our discretion. We will accommodate rush orders at our discretion and will not guarantee a time of delivery.

Delivery

The estimated delivery time once the final invoice is settled includes the order fulfilment time + average shipping time. Your candles will be mailed out using Royal Mail Tracked24 labels. Royal Mail aims to deliver parcels by the next working day, but please allow 1 week for your order to be delivered. During busy periods, please allow up to 1-2 weeks.

Once your order has been mailed out, you will receive an email confirmation of dispatch along with a tracking number to track your parcel. Please be sure to check your ‘junk’ folder if you have not received an email. We currently post every day (excluding Sundays and public holidays). It is the responsibility of the customer to supply the correct delivery address. Please note refunds cannot be issued for items sent to an incorrect address.

The estimated delivery time is just an estimate, not a guarantee. Occasionally, technology and operational issues can cause service disruptions and impact your parcel en route. Here are some of the reasons why your order might arrive past its estimated delivery date:

'Act of god' such as floods, winter storms, snow, and other harsh weather conditions
Service disruptions such as power outages, special events, and sporting events that result in road closures, public holidays, and industrial actions may occur and cause delays for inbound and outbound shipments.
Failed delivery attempts

When such situations arise, and the estimated delivery date has passed, please wait a bit longer. Once 5 business days have passed, please get in touch with us via email, and we will undertake an investigation.

If a rush order is agreed upon, you may choose to upgrade your delivery label to Royal Mail Special Delivery Guaranteed by 1 pm where relevant. A signature is required on delivery and is subject to the addressee being in to receive the parcel. If you miss the delivery, you will receive a 'Something for you' card to schedule redelivery; free to your own address, free to another address in your postcode area, or free to your local Post Office® branch.

Please note we are not responsible for Royal Mail delivery times. Royal Mail does not guarantee delivery by the Estimated Delivery date for any service, except Special Delivery Guaranteed by 1pm. All delivery times are approximate. Nonetheless, we work hard to meet my delivery estimates with each order.

Cancellation and refund policy

There is a 48-hour cooling-off period in which you can cancel your bespoke order. Your cooling-off period begins the day your 50% deposit has been paid. This deposit is non-refundable as we start the design process immediately. Please note that all bespoke orders are strictly non-refundable unless they are faulty.

Incorrect and damaged goods

We take great care and time to ensure that your candles arrive in perfect condition. In the unlikely event that your candles arrive damaged, faulty, or incorrect, please get in touch immediately. Please remember to keep the original packaging and take photographs of the damaged packaging and faulty item so that we can assess the issue and provide a prompt solution. You will be given the option of a free replacement or a refund to be issued.

Proofs

You will have three rounds of revision included within the price quoted to you. This will allow us to create a design that is 100% your style. Any additional revisions after the allocated three may incur additional fees added to your final invoice. This will be negotiated and agreed in advance.

We will make all reasonable efforts to ensure all wedding details on your candles is accurate, but it is the responsibility of the client to review all information supplied to us and ensure the final design proof is complete and correct. Where relevant, we will confirm all personalised texts with you, including spelling, grammar, and layout of your candle wording, alongside your billing and delivery address.

We take great care and time to display our gallery and design proofs as accurately as possible. There may be slight colour variations when viewed on different monitors and devices.