Shipping policy

Last Updated: 14th March 2025

At Willow and Flame, we aim to deliver your candles as quickly and safely as possible. Please read our shipping policy for details on processing times, delivery options, and costs.

1. Processing and Dispatch Times

All orders are handmade and processed within 2 working days before dispatch. During busy periods, processing times may be longer, but we will always keep you updated. Once dispatched, you will receive a confirmation email with tracking details (where applicable).

2. Delivery Options and Costs

We currently ship within the UK via a tracked 2-day postal service. Delivery charges are calculated at checkout based on your order size and location.

• Standard UK Delivery (2-day service after dispatch) – £3.50
• Free UK Delivery on orders over £75
• Express Delivery (where available) – Contact us before ordering

Please note, delivery times may vary due to postal service delays, holidays, or unforeseen circumstances.

3. International Shipping

We currently do not offer international shipping, but we are working on expanding our delivery options in the future.

4. Address Accuracy

Please double-check your shipping details before completing your order. We are not responsible for:

• Orders shipped to incorrect addresses provided at checkout.
• Additional shipping costs for resending returned packages due to an incorrect address.

5. Lost or Delayed Orders

If your order has not arrived within 7 days of dispatch, please contact us at hayley@willowandflame.co.uk, and we will assist you in tracking your parcel.

If a package is lost in transit, we will investigate with the courier and offer a replacement or refund where applicable.

If the package is marked as delivered but not received, please check with neighbours or your local postal service before contacting us.

Thank you for supporting Willow and Flame!