Shipping & Returns Policy
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) – £3.25
Free UK Delivery on orders over £50
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 [your email address], 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.
Returns and Refunds Policy Last Updated: 14th March 2025
At Willow and Flame, we want you to love your candles. If there’s an issue with your order, please read our returns policy below.
1. Returns Eligibility
Due to the handmade nature of our products, we do not accept returns unless an item is incorrect, damaged, or defective. If you experience any issues, please contact us within 48 hours of delivery.
To be eligible for a return or refund, your item must:
Be unused and in its original packaging (where applicable).
Have a valid order number as proof of purchase.
We do not accept returns for:
Personal preference on fragrance or colour.
Items that have been used or partially burned.
2. Damaged or Incorrect Items
If your order arrives damaged or incorrect, please email [email protected] within 48 hours of receiving your order.
Include:
Your order number.
Photos of the damaged product and packaging.
Once we assess the issue, we will offer a replacement or refund at our discretion.
3. Refunds Process
If a refund is approved, it will be processed within 5-7 business days back to your original payment method. Processing times may vary depending on your bank or payment provider.
4. Exchanges
We do not offer direct exchanges. If you receive a faulty product, we will replace it with the same item whenever possible.
5. Cancellations
Once an order is placed, changes or cancellations may not be possible. Please contact us as soon as possible if you need to make any adjustments.
6. Contact Us
For any return or refund inquiries, please email [email protected] with your order details. We are here to help!
Thank you for supporting Willow and Flame!