Delivery, returns and exchanges
Please check your order and report any damage or discrepancies within 3 days of receipt.
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
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 it's 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.
Item missing from my order
Missing item claims must be raised within 48 hours on receipt of delivery.
When you receive your order, please empty and check the entire contents of each box. Small items such as lids are, if possible, packed inside bigger items to help keep them secure. Please check all packaging and boxes thoroughly.
If you have an item missing from your delivery, please send an email with your name, order number, image of received order and a note of the missing item/s to [email protected] where a member of the team will offer further assistance.
If you were expecting more than one box to be delivered, please check your tracking information via the DPD app, website or DPD Customer Services in the first instance. 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 packing team will be able to assist. They will require the number the boxes in each consignment, please provide a note of the boxes you have received i.e. 1 of 3 and 3 of 3; we can then establish which items were in box 2 and raise this with DPD and help resolve from there.
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.
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.
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.
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.
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 there best to assist. If were are unable to redirect your order additional shipping charges maybe incurred.
Please note, products photos may differ from actual item in terms of colour due to lighting and/or manufacturing.
Many of our glassware items are handblown and handpainted so minor blemishes are to be expected from time to time.
Please note before purchasing items they will not be refunded/ exhcanged on this basis.
International Customs Fees/ Delivery: Please be aware, would the package be rejected due to fees, incorrect details given, refunds will not be provided for shipping costs.
Missing and/or damaged items must be reported within 48 hours of receipt delivery.
If the goods within the order are faulty or contain any incorrect or damaged items, please contact us immediately with pictures if necessary and we will make alternate arrangements to amend the issue.
Please note, we can only provide replacements for damaged items with photo evidence.
Do not dispose of any damaged items as we may need to collect your goods in order to replace them.
If you have any questions regarding returns or damaged items, please email [email protected]
Alternatively, you can call us on 020 8191 0802 Monday - Friday 9 am- 4.30pm.
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.
Thankyou for your business and happy making LLCS x!