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Orders & Returns

Orders

If you selected any of the “signed for” options for delivery of your item then we are able to supply you with a tracking number.

If you would like to know your tracking number so that you know the status of your order then please email us at sales@aflamecandles.co.uk.

You will be able to look up the status of your order here:

https://www.royalmail.com/track-your-item

  • We try to process and dispatch orders as quickly as possible so that customers can get their fragrances as quickly as possible. Unfortunately, this means that we can’t always amend orders after they’ve been placed.
  • If you have placed an order and it is now after 2pm on a business day then it is unlikely that we will be able to amend your order, we apologise for this and you will be able to return your order to us. Please see below for our returns policy and instructions
  • If you would like to change your order and it has not left the warehouse yet then please contact us as early as possible on 01767 627022. We will be able to:
    • Change the delivery address details
    • Remove or add items to your order
    • Cancel your order completely

We do not, at this time, display out of stock items on our website. This is so that you can be confident that items will arrive quickly when you buy them

If there is some reason why we are unable to fullfill an order, once it’s placed they we will contact you by your contact telephone immediately. We will then be able to discuss with you either an extended delivery date, exchange of item or a refund.

Incomplete Orders

If you think that your order is incomplete, please check the delivery note that arrived with the order to check what should have arrived. If the items that arrived do not match what appears on the delivery note then please contact us immediately on 01767 627022 or sales@aflamecandles.co.uk.

Damaged Orders

If your order has arrived with damaged items in it then you will need to contact us to let us know immediately. Contact our sales team on 01767 627022 or email sales@aflamecandles.co.uk.

We will need a picture of the damage to the item, this can either be emailed to us or you can text it to 07726 522854, make sure you include the order number with the text.

Returns

We are committed to making sure that our customers have a wonderful experience shopping with us. If you buy any of our fragrances but you’re not happy with it once it arrives then we will accept the item back with a full refund. However before you start this process, please read our policy guidelines.

  • If you would like to return your item within 30 days of receiving it then you’ll receive a full refund for your order.
  • If you would like to return your item within 90 days of receiving it then you’ll receive store credit to the amount of your purchase.
  • Items must be returned unused, in the same condition that you received them. They must be in original packaging with tags in place (where applicable) and in a saleable condition. This includes, but is not limited to:
    • Candle wax is untampered with and not melted.
    • Candle wicks are not burnt or blackened.
    • Reed diffuser sticks are unused.
    • All boxes packaging are undamaged and in their original state.
  • Items that appear used or have been removed from sealed packaging cannot be accepted for a refund. All items are inspected upon their return.
  • We regret that any postage costs incurred in delivery your order to you are not refundable.
  • Items returned outside of our returns policy may not be refunded. We will always provide a reason for this, and are happy to return these items to you.
  • We aim to process your refund quickly, usually within 7 working days of receipt of goods. During busy period such as Christmas it may take longer, however refunds will be completed within 30 days of receipt of goods returned to us.
  • None of these guidelines affect your statutory rights.

We are committed to ensuring that all customers have a wonderful experience shopping with us and so we want you to be happy with your purchase. If you are not and you would like to return any items then please contact us within 90 days of receiving your order.

  • Please make sure you have read our returns policy above, you will need to check to make sure that your item is eligible to be returned.
  • Before you return the item, please contact us first for a returns authorisation number at sales@aflamecandles.co.uk. You will need to provide your name, contact details & order number. Please also enclose this number in your returns parcel.
  • We regret that any postage costs incurred in delivery your order to you are not refundable.
  • Please return items to the address provided in your returns authorisation number. We cannot accept responsibility for returned goods until they are delivered to us therefore, we recommend using a trackable delivery and using a service which includes insurance for the value of the items being returned. If you are unsure about which service to use please contact us and we will be happy to make a recommendation.
  • Refunds will be made to the debit/credit card that was used for the original purchase, or a cheque will be forwarded to the cardholder if the card is no longer valid. Cheques will only be issued to the original customer.
  • Order requests that are submitted to us within 30 days of receiving the items will be refunded in full. Order requests that are submitted to us within 90 days of receiving the items will be offered store credit for the full amount of the items.
  • We aim to process your refund quickly, usually within 7 working days of the receipt of goods. During busy periods such as Christmas it may take longer, however all refunds will be completed within 30 days of receipt of goods returned to us.
Thanks!

More about our fragrance Sample Service

Our fragrance sample service is our way of helping you browse and experience our wonderful fragrances freely, so that you can choose the perfect candle or reed diffuser to buy.

What are fragrance samples?

The samples are made up of card strips that are infused with your chosen fragrance, these are contained within separate ziplock bags.

Order your selection of fragrance samples by clicking "Add a sample of this fragrance to my cart" on the product page of a candle or reed diffuser.

You may choose up to 6 fragrance samples for a deposit of £2.00. This deposit will be refunded on your later purchase.

Find out more on our Shopping With Us page

How to get the most out of a fragrance sample

To experience the fragrance, make sure the bag is fully aerated, especially round the card strip. Hold the bag to your nose and inhale. For a more intense fragrance with wax samples, squash the wax in the bag between your thumb and forefinger to warm it and increase the surface area.

Start Off With 6 Free Fragrance Samples

To help you start your journey to your next most perfect fragrance. You can receive your first set of fragrances samples completely for free!

 

Subscribe to our mailing list below and you'll receive a voucher to use at checkout that will let you have your first 6 samples for no charge.

 

Just choose the fragrances that you want to try and enjoy them in the comfort of your own home - see our shopping with us page for more information

 

Rember though, that for every future set of fragrance samples that you order, you will get your money back when you buy the candle, so browsing through fragrances doesn't cost you a thing anyway.

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Start Off With 6 Free Fragrance Samples

To help you start your journey to your next most perfect fragrance. You can receive your first set of fragrances samples completely for free!

 

Subscribe to our mailing list below and you'll receive a voucher to use at checkout that will let you have your first 6 samples for no charge.

 

Just choose the fragrances that you want to try and enjoy them in the comfort of your own home - see our shopping with us page for more information

 

Rember though, that for every future set of fragrance samples that you order, you will get your money back when you buy the candle, so browsing through fragrances doesn't cost you a thing anyway.

Thank you! You will receive an email with your voucher code shortly!

More about our fragrance Sample

Service

Our fragrance sample service is our way of helping you browse and experience our wonderful fragrances freely, so that you can choose the perfect candle or reed diffuser to buy.

 

 

The samples are made up of card strips that are infused with your chosen fragrance, these are contained within seperate ziplock bag.

To experience the fragrance, make sure the bag is fully aerated, especially round the card strip. Hold the bag to your nose and inhale. For a more intense fragrance with wax samples, squash the wax between your thumb and forefinger to warm it and increase the surface area. 

What fragrance samples are

How to get the most out of a fragrance sample