When will my order be dispatched?
Our regular dispatch lead time is 3 working days, however, this could be longer if you have ordered a customised item or placed an order during busy periods.
We do not dispatch on bank holidays or weekends.
How much is Delivery (UK)?
We work with Royal Mail, DPD and DHL and they all vary in costs and processing times.
Shipping costs vary depending on your location, weight and number of boxes required to ship your goods.
We offer a shipping calculator in the cart, and this is pre-checkout, so that you can calculate your shipping before you start the checkout process.
Can I use my own courier?
Customers are welcome to arrange their own courier if they wish, orders must be placed in full prior to requesting box sizes and weights as the order will not be packed in order to provide this information to you. To arrange this please contact [email protected]
Do you ship internationally?
Yes, we ship worldwide - please use our shipping calculator in the cart to determine your shipping price. All international orders are shipped with our courier partner DHL International.
The cost of international deliveries is based on weight and volume. The pricing is live and pre-checkout can be subject to change.
Taxes/VAT is not charged on the export of goods overseas and will be zero rated for you at checkout. Since leaving the EU this is now done the other way around! You will be contacted by DHL for the import tax and duties upon the arrival of the goods in your country.
To find out what these charges might look like, this is a great link to use: https://www.simplyduty.com/import-calculator/ (however it really is the same as it was before, just the other way around!) usually 20% of the Value of the Goods.
You are responsible for making payment of this promptly. Should you not pay the taxes, and the goods are return to us, you will not be refunded for any shipping charges and the cost of the administration fee will be deducted from your refund. Items returned to us that arrive damaged or lost will not be credited.
Change my shipping details
If you wish to change your shipping details on your order, it may still be possible without paying additional shipping charges.
This will only be possible if the order has not yet been completed.
If you would like to change your shipping address on an existing order, please contact us as soon as possible. The quickest and easiest way to do this is by emailing [email protected] most of which are answered within an hour and we shall do our best to assist.
In the event the order has already been dispatched from our warehouse it will be your responsibility to contact DPD and re-arrange delivery. DPD Customer Services can be contacted on 0121 275 0500.
In the event that DPD cannot help, please email across a note of your name and order number to [email protected] where our warehouse team will do their best to assist. If we are unable to redirect your order additional shipping charges maybe incurred.
Missed Delivery
Our courier partners will attempt to deliver your parcel 3 times.
You will be notified via email or text at the estimated time for delivery via the courier. When placing an order, it is your responsibility to be available to accept the delivery or to inform us of a suitable safe place to leave the package if you are not available to accept the package on your given delivery day.
If your delivery has been missed 3 times, it will then be returned to us by the courier. If this happens, we will have to charge you the shipping costs again to resend the goods.
Returns, Missing Items and Wrong Items Received
Returns
We will gladly refund all goods up to 14 days from delivery.
We will accept returns on unopened, unused products that are in a resalable condition up to 14 days from the point of purchase. Return postage is at the Customers own expense.
Please securely wrap/box up the items you wish to return (along with a note of your name, order number, returned item list and reason for the return)
To return your goods, simply send the items to:
London Luxury Candle Supplies Ltd
The Bartonfields Centre
Burton Blount
Church Broughton
Derby
DE65 5SG
Please ensure you include your order number and the reason for your return.
Once the return is received into our warehouse, a member of staff will check each of the item/s returned, and we will arrange a credit or refund. Where your order was paid by credit/debit card, a refund can only be issued to the card used to make the original purchase exclusive of postage costs incurred. Refunds can take 3-5 working days from the point of processing to clear into your account. Orders paid for via PayPal will be refunded via PayPal.
If the package is lost or stolen on its way back to us, you are responsible for claiming compensation from the courier responsible.
Items returned to us that arrive damaged or lost will not be credited.
Liquids
If your fragrance, diffuser base or any other liquids arrive damaged or has leaked in transit, please do not open the bottle. Place the bottle on a digital scale and send photos of this and any other damage to [email protected] Please note we cannot replace any fragrance if the seal on the bottle has been broken.
Once a return is approved, please ensure you return the goods to us unused within 28 days of the original delivery. Items returned to us that arrive damaged or lost will not be credited.
Missing Items and Wrong Items Received Policy
When you receive your order from London Luxury Candle Supplies, we kindly request that you follow these steps to ensure a smooth process:
Inspect Your Delivery: Upon receipt of your order, carefully empty and check the entire contents of each box. Keep in mind that small items, such as lids, might be packed inside larger items for added security. Please check your order and report any damage or discrepancies within 3 days of receipt.
Missing Items or Wrong Items Received: If you discover that an item is missing from your delivery or if you have received the wrong item, please take the following actions:
Email Notification: Send an email to [email protected] with the following details:
Your name
Your order number
An image of the received order
A note specifying the missing or wrong item(s)
Wrong Item Received: If you have received the wrong item, we may request that you return it to us using a prepaid link before dispatching the correct item to you.
Multiple Boxes: If you were expecting more than one box in your delivery, please check your tracking information provided by the courier. London Luxury Candle Supplies works with various couriers, including DPD, DHL, and Royal Mail. Here are some useful tools for tracking:
DPD: You can use the DPD app, visit their website HERE, or contact DPD Customer Services at 0121 275 0500.
DHL tracking HERE
Royal Mail tracking HERE
Assistance from Our Packing Team: In case the courier cannot assist, please email us with your name and order number at [email protected]. Our packing team will require information about the boxes in each consignment (e.g., “1 of 3” and “3 of 3”). This will help us identify the missing items and work towards a resolution. We appreciate your cooperation in promptly reporting any issues with your order.
Broken or damaged items
Broken or damage item claims must be raised within 48 hours on receipt of delivery.
Our warehouse team try to minimise the number of breakages and damage to products during transit by wrapping glasses, other items in bubble wrap, packing according to weight and using glass boxes for larger orders (glass vessels are all boxed individually for extra security and included packing peanut where deemed necessary)
In the event that you do receive broken items in your delivery, please email a photo of the package to [email protected] along with a note of your name and order number. Please include clear photos of the broken items and a note of the quantity. Please note, we can only provide replacements for damaged items with photo evidence.
Goods damaged in transit will be refunded or replaced at our discretion.
We will attempt wherever possible to replace broken items, but in the case of glass, which is both fragile and heavy, we may choose to provide a refund instead, or send a replacement with a future order.
Combining orders
If you forget to add an item to your order before checking out, it may still be possible to add items or combine smaller orders without paying additional shipping.
This will only be possible if the first order has not yet been completed and the combined items can be carried at no additional charge.
If you would like to add items to an existing order, or combine orders, please contact us as soon as possible. The quickest and easiest way to do this is by emailing our packing team [email protected] most of which are answered within an hour anything and we shall do our best to assist.
Thank you for your business and happy making.