Delivery & Returns
When will my order dispatch?
Our regular dispatch lead time is 3 working days, however, this could be longer if you have a made to order item or during busy periods.
We don't dispatch on bank holidays or weekends.
How much is delivery (UK)?
Shipping costs vary depending on your location, weight and number of boxes required to ship your goods.
We offer a shipping calculator in the cart and pre-checkout, so that you can calculate your shipping before you start the checkout process.
Customers are welcome to arrange their own courier if they wish. To arrange this, please contact email@example.com with the items and quantities you require, and your shipping and billing addresses. An invoice will be raised for your order and as soon as it is picked, checked and packed, you will receive an email from us confirming the dimensions and weight of the parcels. This will allow you to contact your courier and book the collection.
Can you ship internationally?
Yes, we ship worldwide - please use our shipping calculator in the cart to deterimine your shipping price.
We currently cannot ship to: Malta, Ukraine, Iceland, Turkey, Gibraltar
Current shipping times to the UK are between 1-2 working days from dispatch.
Current shipping times to the rest of Europe are between 3-4 working days from dispatch.
Current shipping times to the rest of the world are dependent on your location. Please contact customer services at firstname.lastname@example.org for an estimate delivery time.
Can I return my goods?
Yes, if you need to return an item, please get in touch with email@example.com and we will be able to assist you.
Returns must be requested within 14 days of receipt of the goods. The item must be in sellable condition and returned at your own cost. When the return is approved by customer services, we must receive the item within 28 days of the original delivery. Items returned to us that arrive damaged or lost will not be credited.
Goods must be returned in the original packaging or if not available protective packaging must be used. We do not accept returns of liquid-based products, hand wash or hand lotion or wicks due to the nature of these products and the fact that they can be tampered with. Please try our sample sizes of these products first to make sure you are happy with the performance.
What if my goods arrived damaged?
Goods damaged in transit will be refunded or replaced at our discretion. We will attempt wherever possible to replace broken items, but in the case of glass, which is both fragile and heavy, we may choose to provide a refund instead or ship a replacement with a future order.
Please be advised that our jars are only available for purchase in packs of six. Consequently, we can only offer a refund for the damaged items.
Please inform us of any damaged goods within three days of receiving the order at firstname.lastname@example.org.
LIQUIDS: If your fragrance, Augeo or any other liquid arrives damaged or has leaked in transit, please do not open the bottle. Place the bottle on a digital scale and send photos of this and any other damage to email@example.comPlease note we cannot replace any fragrance if the seal on the bottle has been broken.
WHERE IS MY ORDER?
Our parcels come with a tracking link in delivery dispatched email to either track your order with DPD or Royal Mail.
We don't currently offer live tracking for pallets but you can contact us to get updates at firstname.lastname@example.org
ORDERS & ACCOUNTS
I forgot to add an item, CAN I ADD IT TO MY EXISTING ORDER?
It depends on where your order is in our system. If it hasn't been processed yet we would be happy to add things to your order. To do so, please contact our team at 01324 238032 or email@example.com.
Unfortunately, once it has been processed, we won't be able to combine orders due to the volume of orders we receive each day. We have, however, added a low-cost Royal Mail shipping method for smaller items, should you need additional items.
If you wish to cancel your original order and re-order with additional items, it may be possible to do so if the order has not yet been picked off the shelves.
My order is missing items
When you receive your order, please empty and check the entire contents of each box. Small items such as dye are sometimes packed inside bigger items to help keep them secure. Please check all packaging and padding thoroughly.
If you have an item missing from your delivery, please send an email with your name, order number and which items are missing to firstname.lastname@example.org.
If you were expecting more than one box to be delivered, please check your tracking information via the DPD app and contact us at email@example.com with your name and order number. We number the boxes in each consignment, please let us know which boxes you have received i.e. 1 of 3 and 3 of 3.
Is my order ready for collection?
If you prefer to collect your order directly from our warehouse, or if you are arranging a courier to collect on your behalf.
Once we have packed your order, our system will send you an email updating your order status to 'Completed'. This means your order is in the collection bay waiting for you.
Please check your junk/spam folders in case the email filters into there, and add us to your approved contacts. Orders can be collected from our Falkirk warehouse Monday - Friday from 9am until 5pm.
Our full postal address is:
Candle Shack Ltd
West Carron Works
When you enter the estate, we are the first left immediately after the signpost with all business names and unit numbers. If you have difficulty finding us, please call the warehouse on 01324 2380
If you have selected collection from warehouse in error, please notify Customer Support via firstname.lastname@example.org and a shipping invoice will be raised for you. Once payment is made and confirmed, the order will be shipped.
Who are you?
Candle Shack is a trading name of Candle Shack Ltd. We are a registered British company. Our registration number is 07331656, and our registered address is Kemp House, 152 City Road, London, EC1V 2NX.
What do you do with my data?
We keep your name, address, and contact details like phone and email on our system to help us provide you with a better service and deal with any problems with your order or products. We may use the email address you give us to contact you if there is a problem with your order, but we don't send marketing emails unless you've opted in.
When you visit our website, we use third-party services from Google Analytics and Meta to collect standard internet log information and details of visitor behaviour patterns. We do this to find out such things as the number of visitors to the various parts of the site. This information is only processed in a way that does not identify anyone. We do not provide Google or Facebook with any of the personal data that you provide to us.
We will not share your information with any third parties for the purposes of direct marketing. We will share your information with the companies that help us provide our services to you, such as delivery companies. These companies will only use the information we give them to fulfil the service you have requested.
We do not store any payment details or credit card details you use for your purchase - that's all securely handled by the payment providers we use. If you ever want us to get rid of the personal information you've given us, please contact us at email@example.com, and we'll be happy to do so.
Are you a sustainable business?
We put ethics and sustainability first. We must be able to run our business without putting people or the planet at risk. All our waxes are sourced responsibly to avoid deforestation. We are continuously introducing new product lines that can be recycled. We stock metal candle containers that can be re-purposed or recycled. We use recyclable packaging wherever possible and our fragrance bottles are now made from aluminium, which is an infinitely recyclable material.
We are a living wage business and we only work with suppliers who abide by the same moral code.
Why Choose Candle Shack?
With so many suppliers on the market, why should you shop with us?
We are quality focused. We're the only candle making supplier to invest in a lab on site who test every product before it hits our shelves so you can be assured of the quality. We also care about teaching the next generation of candle makers, so our lab is constantly developing new and better ways to make safe and stunning home fragrance products.
We pride ourselves on being experts in fragrance with Cheryl, the co-founder, being a veteran in this field with over 15 years of experience.
With an innovation-driven team, we aim to set the trends and push the boundaries of the home fragrance industry. We create products that solve problems so you can focus on your craft.
All of the trademarks and logos displayed on this website (the ‘Trademarks’) are registered and unregistered trademarks of Candle Shack Limited or are trademarks and logos which Candle Shack Limited has been authorised to use and/or display on its website. Unauthorised use of any of the trademarks and logos appearing on this website is not permitted. It is not permitted to reuse our imagery to sell your own products without explicit permission.
Other inquiries? Let's chat.
Please email us at firstname.lastname@example.org