FAQs & Contact

You can pay securely online by credit card or debit card from Visa, MasterCard or American Express (Amex). We also accept Apple Pay if you’re all funky and down with that stuff.

All orders received before 5pm Monday to Friday will be posted the next working day.

Orders received after 5pm Monday to Friday, after the office has closed, will be treated as an order received on the following working day. For example if you order at 9pm on a Monday night, this will be treated as an order placed on Tuesday and will therefore be processed and posted on the Wednesday.

Any orders placed over the weekend whilst we can’t guarantee, we can normally process and post these on the next working day, being the Monday unless there is a Bank Holiday.

A working day is defined as Monday to Friday excluding Bank Holidays. Our office hours are 9am to 5pm Monday to Friday. We cannot be held responsible for orders placed outside of our working hours and not arriving in time for your event. Please give yourself plenty of time for your order to arrive.

Once you have placed your order, you will receive and order confirmation email, please review the details CAREFULLY and notify us within one hour of your order of any mistakes you have made.

We will always do our best to help and accommodate any changes, however, unless notified otherwise, orders will be posted as ordered. We cannot be held liable for any mistakes made unless notified within one hour of your order being placed.

If you would like to cancel your order, please send us an email by using our contact form. If you request us to cancel your order through your own choice you will may be subject to a 50p cancellation fee in order to cover our administration costs.

If you are using Hotmail, Outlook, Gmail or other web-based email, please check your JUNK mail folder.

Any emails from us will come from either info@buycandles.shop or orders@buycandles.shop.

Our postage charges are based on weight, so normally we charge £1.49 for Royal Mail First Class postage and packaging and that will cover one or two of our smaller candle sets. For orders on larger, heavier candles, or more than two smaller sets, postage increases a little bit, but you’ll see in your cart / at the checkout what your postage costs are going to be.

Please note: Royal Mail do not guarantee First Class delivery for the next day, they only aim to deliver the next day. Generally First Class post arrives within 1 to 3 working days, but has been known to take up to 5 during busy periods.

Next day Special Delivery with Royal Mail
If you order before 1pm Monday to Thursday you can choose for your item to be posted for guaranteed next working day Special Delivery. We also offer guaranteed Saturday Special Delivery if chosen at the checkout and ordered before 1pm on a Friday.

Any orders placed over the weekend that have special delivery chosen will be posted the next working day for delivery the working day after that. For example, Sunday orders would be posted Monday for Tuesday delivery.

Please note: special delivery is guaranteed to be delivered to you by 1pm and you must be in to sign for a Special Delivery. We cannot be held responsible for non-delivery if you are not available for your package to arrive as Royal Mail will required a signature.

Special Delivery pricing again works on weight and is calculated in your cart / at checkout, but base prices are:

Guaranteed Weekday (order before 1pm Mon – Thurs): £7.45

Guaranteed SATURDAY (order before 1pm Fri): £11.85

Please ensure you order in a timely way and give yourself plenty of time for your order to arrive.

Posting times are normally affected from early December each year due to the Christmas postage volumes. As such, even though we post our candles First Class Royal mail, some candles can take up to five working days to arrive. We suggest you bear this in mind when ordering in December and place your order in plenty of time to allow it to arrive. We cannot be responsible for delays at Royal Mail if your candles aren’t ordered in good time.

If your question is not answered within this FAQs section, please send us an email by using our contact form below.