Shipping & Returns

Shipping Policy

Due to the fact that most of our products are made to order the usual processing time can take 1-2 weeks for your order to be made and shipped. These times may change due to our current workload and we ask that you please check the current processing times that are updated on our home page. This time may be quicker depending on the individual order. Custom candles may take longer due to the nature of the product. 

If you require your order by a specific deadline you can contact us directly to request this, please be aware that we may not always be able to accommodate these requests depending on our current work schedule and the fact that all orders are made to order but we will try our best. 

We currently ship to the UK, Europe, United States, Canada and Australia. If you do not see your country listed in the shipping options please contact us and we can add it and give you a shipping price. 

We calculate our shipping by weight and the quotes given to us by Royal Mail. This includes the weight of the candles and packaging. 

Return & Exchange Policy

If you are unsatisfied with your order for any reason please let us know.

We will accept returns within 14 days of the delivery date, all costs for the return are at the expense of the buyer. If you are returning a faulty, incorrect or damaged item we will pay the return shipping cost back to the buyer after receiving evidence of receipt. 

Custom orders and Monthly Boxes are not eligible for returns. 

To ensure that a full refund or exchange can be issued the items must be unused (Unburnt for candles, unopened prints) and delivered back to us in the condition the order arrived to the buyer in. A refund will only be processed after the order has been returned back to us and we have received it and checked over the products returned.

If an item arrives damaged please let us know immediately, faulty or damaged products must be reported within 14 days of receiving the products to be entitled to a refund. Please email your order details with images of the damaged order to us. 

If you believe an item is faulty please email us in the same manner as damaged items, detailing the fault and adding images if applicable.

Each refund is dealt with personally with the customer and will be handled depending on the issue brought to our attention.

If you have any further questions at all regarding our shipping or returns please let us know.

Lost or Damaged Orders

Tracked shipping is available to customers to wish to pay a higher shipping fee in order to receive a tracking number. 

If your order has not arrived please notify us but be aware that we cannot process claims for missing international orders until at least 20-25 working day have passed since the order was due to be delivered (Delivery times for international orders are estimated from 1-3 weeks depending on your location). We will then refund or replace your order based on the outcome of the claim form with Royal Mail. This process can take up to 90 days after a claim is submitted. 

Please note we will not refund or replace any orders that were requested to be left in a ‘safe place’ and as a result of this have gone missing or have been stolen.

International Orders

International orders may be subject to taxes or duties, these are applied when a delivery reaches it’s destination. These charges have nothing to do with us as a store and we cannot predict the amount that may be charged. It is the customers responsibility to check any customs/import duties or taxes for your country/shipping destination. We can not be held responsible for any customs/import duties or taxes that you may have to pay. You must comply with all applicable regulations and laws of delivery destination. We will not be responsible for the breaking of these laws. 

ELVEN WICK CANDLES
elvenwick@gmail.com
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