Orders & Returns

We are committed to making sure that you are 100% happy with your order and satisfied with the service you have received at Aflame Candles.

We have a no-quibble, 90 day return policy, which means that if you are in any way unhappy with your items then you can send them back for a full refund.

Orders

All orders are dispatched via a tracked service so you will be able to see whether your package has been delivered yet.

If you do not know your tracking number then you can find it by tracking your order using the following link:

https://www.aflamecandles.co.uk/my-account/track-your-order/

Your tracking number can be used to see the delivery status of your order using the Royal Mail Track & Trace system, which can be found on the following link:

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

If you would like to cancel or change your order after it has been placed then please contact us as soon as possible, we will do our very best to help you. 

  • 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 4pm 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 yet been dispatched 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.

Returns

Incomplete or wrong orders

If you think that your order is incomplete or wrong, please check the delivery note that was included in the parcel to see what should have arrived. If your items 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.

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.

  • We accept all returns for a full refund within 90 days of receipt.
  • 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 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 that 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.
  • 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.