FREE SHIPPING FOR PURCHASES OVER £40 •

Delivery & Refund Policy

For the purpose of this document we will use terms ‘You’ (the Customer) and ‘we’/ ‘our’/ ‘us’ (Candle Bay Co).

Thank you for shopping at Candle Bay Co. We pride ourselves on customer experience; therefore, if for any reason you are not entirely satisfied with your purchase, we are here to help.

Delivery

Candle Bay Co aim to deliver your hand poured products as soon as possible. Please allow 2 working days from the date of purchase for your item/items to be shipped.

Please note that weekends and bank holidays are not classified as working days. Orders placed on a Saturday or Sunday will be processed the next working day. You will receive an email once your order has been received by us, and again once your item has been dispatched.

All of our parcels are sent via Royal Mail 2nd class delivery. Please allow 3-4 working days for Royal Mail to deliver your goods.

Shipping costs

Shipping (P&P included) is calculated at checkout. The standard delivery cost is £3.50.

We offer free shipping on orders over £35.00.

Your products are sent by Royal Mail 2nd class, unless otherwise chosen and paid for.

Shipping options are set out below:

Free Standard tracked delivery (Royal Mail 2nd class): 3-4 working days – for orders over £35

Standard tracked delivery (Royal Mail 2nd class): 3-4 working days – £3.50

Standard tracked delivery (Royal Mail 1st class): 2 working days – £5.50 

Please be aware that we ship to mainland UK addresses only.

Damaged items

We take a great care in ensuring that your order is protected and securely packaged. In the unfortunate and rare event of your order arriving damaged, please contact us as soon as possible (within 3 days of receiving your parcel) on: hello@candlebayco.co.uk

In your communication, please include details of the damage, as well as photos of the damaged item, and we will arrange an exchange (stock permitting) or a full refund.

Returns & Exchanges

You have 14 calendar days, from the date of receipt of your item, to request a full refund.

To be eligible for a return, the purchased item must be unused and in its original condition; in the original packaging.

You will also need to provide proof of purchase or order confirmation.

Refunds

Once we receive your returned item, we will notify you. As we will need to inspect the item or items, please allow 2-3 working days after the initial notification is received for the subsequent processing of a refund or exchange, where applicable.

If your return is approved, we will initiate a full refund to your credit card issuer (or original method of payment).

It may take a few days for the refund to show in your account, depending on the policies of the card issuer.

Refunds/shipping

You will be responsible for paying the shipping costs when returning the item. Shipping costs are non-­refundable; therefore, if you requested a refund, the cost of the original shipping will be deducted from your refund.

Exchanges/shipping

If you are exchanging an item because it arrived damaged, we will pay the shipping costs of the replacement item.

If you are exchanging an item because you have changed your mind, you will be responsible for the shipping costs relating to the replacement item.

Need help?

If you have any queries in regards to returns and/or refunds, please contact us on: hello@candlebayco.co.uk or via the CONTACT US page.