Delivery and Returns

SHIPPING

CANDLES: Due to our candles being made to order, shipment is within 2-3 business days, but we ask you please allow us up to 3-5 business days to ship your order. In our peak holiday season (September through December) orders may have extended processing times of up to 7 business days.

CLOTHING: Due to our garments being print to order, shipment is within 7-10 business days, but we ask you please allow us up to 10-14 business days to ship your order.

ORDER PROCESSING TIMES

Order processing time is the time between when an order is placed by a customer and when the order is fulfilled by the business. Orders that require shipping are considered fulfilled when the business gives the shipment to a shipping carrier for delivery. These processing times do not include the amount of time your package will be in transit with the shipping carrier.

We may not be able to modify an order once it is placed. Shipping charges and expected delivery dates are displayed in your shopping bag at the time of your order. This information also appears in your order confirmation email. You will receive a tracking number once your order is shipped.

SHIPPING OPTIONS

We currently only ship to United Kingdom, via Royal Mail, DHL or DPD. Some carriers may require a phone number for select services.

We hope to ship Internationally very soon.

UNDELIVERABLE ORDERS

Packages are occasionally returned as undeliverable due to an incorrect or outdated address. In this event, you will be issued a refund for the item(s) minus any return and/or shipping fees at the time the package is returned to us from the shipping carrier.

If your package was mistakenly designated as undeliverable or “Return to Sender”, please contact us immediately so that we may file a claim with the carrier.

COMBINED ORDERS

If you place multiple orders within a brief time period, the orders may be merged and shipped in one package to reduce processing times.

SHIPPING TO MORE THAN ONE ADDRESS

If you're shopping for several people at once and want to ship your various items to several addresses, you must place a separate order for each address. A single order cannot be shipped to multiple addresses. Applicable shipping fees apply to each order placed.

 

PRODUCT DEFECTS

If your product appears to be defective, please include photos or video, along with a description of the issue you are experiencing. Please include the original order packing slip in your return package. Items that are determined to be defective will be replaced or a store credit will be issued. Note: Product defect does not include strength of scent of candle products.

MISSING OR INCORRECT ITEMS

We apologise for the inconvenience! Please contact us within 48 hours of receiving your purchase if your order arrives with missing or incorrect items. Please include photos of any incorrect items to help us resolve the issue for you quickly. Please include the original order packing slip in your return package.

DAMAGED ITEMS

We apologise for the inconvenience! Please contact us within 48 hours of receiving your purchase if your order arrives with damages. Please include photos of the damaged items, as well as the box your order arrived in, to help us resolve the issue for you quickly. Please include the original order packing slip in your return package.

LOST OR STOLEN ORDERS

The Candle Carousel is not responsible for lost or stolen orders. This means any order that is marked delivered by the carrier, but not received.

REFUNDS

Reimbursement of funds will be allocated back to the original form of payment used for the purchase. Please allow 3-5 business days for the refund to be processed.

If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.

We reserve the right to cancel any order flagged as suspected fraud. The refund will be issued at the time the order is cancelled and the buyer will be notified via email within 24 hours of cancellation.

Refunds being issued as a result of an undeliverable order or a “Return To Sender” will be issued for the amount of the original order, less any shipping charges and fees that were incurred.

 

We appreciate you supporting our small business, and understanding our policies!

Direct messages via social media are not accepted forms of customer service interaction. We want to provide you with the best customer experience possible. All inquiries are responded to during our normal business hours of Monday through Friday, 9 am to 5 pm GMT. Please email us at: hello@thecandlecarousel.com