Shipping & Returns
What happens once I’ve placed my order?
We aim to ship all orders within 1-4 working days. Once your order has shipped, you will receive a confirmation email. If for some reason you did not receive this information, let us know at firstname.lastname@example.org and we will update you on the status of your order.
How much are your delivery charges?
We’re currently offering free standard 2nd class delivery via Royal Mail across all UK postcodes for any orders which total £30 or more.
Standard delivery (2-5 working days) £3.49
Royal Mail 1st Class (1-3 working days) £4.49
Some of our orders may be shipped DPD tracked depending on weight and contents. There is no further charge to you for tracked services which are used at our discretion.
Please allow this time in addition to the time it takes to pack your order.
How long will it take for my order to arrive?
Please allow up to 4 working days for us to prepare and dispatch your order plus standard postage times as listed above. You will be notified via email if there are unforeseen delays with your order in regards to it being dispatched.
*Due to COVID-19, please be aware that there may also be delays with Royal Mail in certain areas that are beyond our control. Second class delivery can at times take up to 14 days. If after 17 days (3 days processing + 14 days delivery time), you still have not received your order, please contact us as we are unable to trace any packages with Royal Mail before this time.
Do you ship internationally?
At this time, we are only offering shipping to UK addresses. However, if you’d like an international delivery, please drop us a line at email@example.com and we’ll try to help.
What comes in my order?
All our candles are wrapped in tissue paper and placed in a beautifully patterned tube. Accessories are wrapped in tissue paper and sealed with a white sticker with a gold foiled Swoon Worthy Scents logo. You’ll also receive an envelope which contains a hand-written thank you card, a card which outlines how best to take care of your candle and a packing slip. Everything is packed securely with paper bubble wrap and/or bio-degradable packaging peanuts in recyclable thick-walled cardboard boxes.
Please note, no pricing is shown on the packing slip in case the item is a gift.
Something isn’t right – what do I do?
Please inspect your order upon reception 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. Please email firstname.lastname@example.org with photographic evidence if you become aware of any issues.
Do you offer refunds or returns?
Please contact email@example.com for any refund or return enquiries before you begin the returns process.
In order for a refund to be processed, we will need your item sent back to us. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Claims for faulty items made after 14 days have elapsed will be processed at our discretion. Items with a reported defect deemed to be as a result of misuse of the product will not be classed as faulty.
How do I return my item?
Once the return of an item has been agreed, all products must be securely packaged when returning and will only be refunded if in a re-sellable condition. Items returned to us that arrive damaged will not be credited as we cannot accept responsibility for goods damaged in transit.
We recommend that you return items via registered mail so that you have proof of dispatch in case the item is lost. Customers are responsible for return postage unless otherwise stated during contact with us.
I have returned my item – what’s next?
We will notify you once we have received and inspected your item/s and then let you know if the refund was approved. If approved, your refund will be made to your original payment method within 10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund.
What if the item I want is sold out?
Please email us at firstname.lastname@example.org for more information about when the product will be back in stock.