Terms & Conditions / Postage Info / Payment Details

Payment Info:-

We accept all major UK debit & credit cards, we also accept Paypal. These are both secure methods of payment - we do not see your card details at any time. If you have any questions re payment, security etc please don't hesitate to drop us a message.

Shipping Info:-

You will be notified by email when your order is being processed, this will be when we have viewed your order & printed off your invoice. You will then be further notified by email when your order has been shipped - this is when we dispatched your item . At the time of purchasing, you will have selected a shipping method which gave you an approximate delivery time frame - please do not message me during this time asking where your parcel is. Please check your emails prior to contacting, & only contact re your parcel if it is late, & we can track it for you.


For worldwide orders:-

£12 is the standard charge to every country - this is not an accurate postage quote for each country. When you have ordered, We will get a postage quote & contact you via the email address you have provided at the time of ordering. we will advise you of the postage quote price. If you wish to proceed with the order, you will either need to pay the amount quoted for additional postage, or will be partially refunded if you have over-paid. we will attempt to make contact with you twice re the postage quote, if we receive no reply after 7 days we will fully refund & cancel your order.

Lost Parcels:-

If your parcel has not arrived after 7 working days, please message me & we will track your parcel. In the event that your parcel has been lost, we can claim for this from (eg post company) after 2 weeks. We put our return address on all parcels. A replacement will be sent only if your parcel is lost. If your parcel has been signed for, (we can view the signature) a replacement will not be sent under any circumstances.

Damaged Parcels:-

If your parcel has arrived & an item is broken, please let me know within 24 hours, as we will need to claim from the postal service who caused the damage. This will need to be an email with photographic evidence of the damaged item. Without photographic evidence a refund or replacement will not be offered. When you have sent your email with a photograph of the damaged item, allow me 24 hours to reply & suggest a way forward - this will either be a refund or replacement. Please send any emails to sales@luxmeltscandles.co.uk

Delays:-

We cannot be held responsible for delays that have arisen after we have shipped your parcel - this is completely out of our control.

Why is shipping so expensive?

Very rarely do any of are parcels arrived damaged, which is good for you, & great for us too! All parcels are securely wrapped with plenty of bubble wrap, tissue paper, & are either boxed, bagged, or both! postage companies charge £3.90 for the postage ticket alone, & secure packaging is pricey too, but we would rather your parcels arrive safely.

Royal Mail 2nd Class Signed for (3-5 working days):
- £4.05 for parcels weighing 1.99kg & below
- £9.50 for parcels weighing 2kg & over

Royal Mail 1st Class Signed for (1-3 working days):
- £5.50 for parcels weighing 0.99kg & below
- £7.25 for parcels weighing 1.99kg & below
- £12.50 for parcels weighing 2kg & over

Royal Mail Special Delivery Guaranteed Next Day (by 1pm):
- £9 for parcels weighing 0.99kg & below
- £11.95 for parcels weighing 1.99kg & below


Returns:-

I want to return my item:-

we do accept returns, but only under specific circumstances.

When we advertise my items, I take photographs of the items from a number of different angles. This is so that you can get the best idea of what the item will look like when you receive it. Obviously this isn't possible with fragrance, so I add a description of each fragrance to describe the scent as accurately as possible.

we will not accept returns if the item is proven to be faulty & this is down to user error. All instructions are provided with your items - these are provided for your safety & should be followed in all cases. I cannot accept any responsibility if you do not read/follow these.

we will accept returns if the item is proven to be faulty - this will need to be discussed with myself, as to whether this is user error or item error.

We will accept returns if you so wish, within 7 days of you receiving the item/s. These must be undamaged & unused. Original postage cost will not be refunded.

Customers are liable to pay for return postage in all cases (unless otherwise stated by us). You must also keep proof of postage as I may request to see this if the returned item doesnt arrive at the business premise. The item/s must be returned in the same condition they were sent to you. Any items arrived damaged/broken will not be refunded.

Refunds will ONLY be issued when the item has arrived at the business premises in a good condition. Proof of the refund will then be sent to you.


I want to return my personalised item:

we do not accept returns for personalised items unless the item is proven to be faulty. A replacement may be offered at my discretion.


Order Cancellation:-

If you wish to cancel your order prior to us shipping it, (providing it is not a personalised order) this can be cancelled & a full refund will be issued.

Luxmelts Candles Property Rights:-

We own all images, content & material on this website. By agreeing to our T's & C's you are agreeing that you will not copy, publish, reproduce, transmit or distribute any of the content on this website without our prior consent. Anybody found using our images, content or materials will be privately contacted about this. If no attempt is made to remove the image, content or material, we will seek legal advice - this may result in legal proceedings.

Data Protection & Privacy Policy:-

Please read & understand all of the above before placing an order with us. These T's & C's may slightly change every now & again, but anything major will be advertised for your attention on the front page. These T's & C's are in place from 01/11/2017.

Luxmelts Candles do not have access to your credit/debit card details at any time. Your name, address, email address, telephone number & all other private details will never be shared with a third party. We will communicate with you via your email address primarily, (unless otherwise advised to contact you by telephone number) - We would never contact you via telephone number unless the matter is time critical, which is extremely rare. We do not use your private details for anything that does not relate to your order/account with Luxmelts Candles. We would never request your bank details over email. If we need your bank details for any reason we will email you prior to this & set up a code word, which I would then repeat to you over the phone to verify my identity.

Liability:-

Every effort has been made to photograph our items from a variety of angles, to ensure you get the best possible view of the item before you purchase. If you purchase a Pink/Purple candle or melt, the candle or melt will still be made in PInk/purple, however the shade may slightly different. Due to a few different reasons, we cannot accept liability for small differences in the colour of the wax. Firstly, all our things are hand-made & there will inevitably be slight differences in each batch of candles or melts. We do try our best to 100% replicate, but this is not always possible with the hand-made nature. Secondly, the brightness of your screen could be a contributing factor; along with what device you view our website on. Thirdly, your vision. Not everybody see's the exact same shade of colour.