Shipping

Shipping Policy:

Carol's Candles & Gifts Ltd ("I" "we" and "us") is the operator of (https://carolscandles.co.uk) ("Website") also known as Carol's Candles. By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations for our service. (last updated: Saturday 29th Feb 2024).

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1. General:

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time, there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item. Items are hand-made to order and you should allow at least 2 working days for this as only small stock may be kept. For the processing of large orders 8 days. Though many orders are usually dispatched within 1 week of receiving the cleared payment.

2. Shipping Costs:

Shipping costs are calculated during checkout based on the weight, dimensions, and destination of the items in the order. Shipping payment will be collected with the purchase.

All items shipped via Evri where possible. Yes, we can send via Royal Mail, Parcel Force Yodel, Inpost Locker, or others upon request if preferred. Please note there may be an additional charge for UPS, FedEx, USPS, DHL, DX, and DPD.

Please note collection is available in the area of Weston Hills (PE12 6), available free in 2 working days for handmade items. Printed items are posted directly from production.
Free standard shipping is available for postcode areas surrounding PE12 6. This includes Standard Free Shipping - PE12, PE12 6, PE11, PE6.

Don't see your postcode, do not worry there are other shipping options available, and more coming soon. Processing time varies but usually 3 days then dispatched.

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Standard UK Shipping: - unless otherwise stated is £3.85 banded by weight.
up to 2kg is £4.85 and the max current shipping is £7.50.
For Heavy Goods, however, this is around £10 and some listings will state this, or if not they will show the weight. These are sent 1st class there is also an Upgraded signed for shipping from £7.50 banded by weight, where we aim to dispatch orders sooner.

UK - Collection PE12 6 (Weston Hills, Lincolnshire) - £0.00
You can send me a message to arrange your collection date and time.
You can change the shipping during checkout, the default setting may be set as collect/free shipping to some areas.

USA International Shipping:
Now Available from £20 up to 1KG and £26 for 1.01kg and up. This may also be available on some items through my Etsy shop found here: Etsy store.

If AVAILABLE:
Evri/RM Delivery from UK to USA: Usually 10 - 25 days. Some postal services may deliver sooner not including bank holidays or Sundays. This may also depend on customs. Postage is calculated by items (order weight) total.

0g to 1000g is £20.00
1001g to 3000g+ is £26.00
For other areas please ask

Shipping note:
Carol's Candles also uses Hermes for UK and International to reduce shipping times. Shipping costs are about the same as Royal Mail, though some may be cheaper. All prices are subject to changes in postal services and packaging costs. Items are usually processed within 3 days and sent out to the postal company. Large orders may take up to 5-10 days as they are homemade to order and may depend on current stock.

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3. Returns:

3.1 Return Due To Change Of Mind etc.

Carol's Candles will happily accept returns due to a change of mind as long as a request to return is received by us within 14 days of receipt of the item and is returned to us in the original packaging, unused, and resellable in good condition.

Items should then be returned within 30 days of the request being accepted, after this a full refund may not be given.

Return shipping will need to be paid at the customers' expense and will be required to arrange their own shipping.

Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.

Carol's Candles will refund the value of the goods returned but will NOT refund the value of any extra shipping paid. Please note that items are checked before dispatch and upon return, if items have been damaged by accidental use and not returned in their original condition a small fee may be deducted. (not including postal damages).

3.2 Warranty Returns:

Carol's Candles will happily honour any valid warranty claims, provided a claim is submitted within 30 days of receipt of items.

Not sure if your item has a warranty, check your receipt or email, alternatively please ask. All items specifically made by Carol's Candles do have a 7-day warranty minimum.

Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim.

Upon return receipt of items for a warranty claim, you can expect Carol's Candles to process your warranty claim within 7 days of it being received.

Once the warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund -store credit

(c) a replacement item sent to you (if stock is available)

4. Delivery Terms:

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 3 - 8 days
Bank holiday deliveries may take a couple of days longer depending on the postal service.

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 7 - 23 days. This varies greatly depending on the courier you have selected. We can offer a more specific estimate when you are choosing your courier at the checkout.

4.3 Dispatch Time

Orders are usually dispatched within 3-4 business days of payment of the order

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address

For a change of delivery address request, we can change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

Carol's Candles will ship to P.O. box addresses using postal services only. We are unable to offer courier services to these locations.

4.6 Military Address Shipping:

We may ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out Of Stock:

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order. Still looking for this item please ask if able to restock.

4.8 Delivery Time Exceeded:

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. There may be a 1-2 days delay with some postal services due to COVID and other issues we may not be aware of. Check with the postal service if unsure.

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5. Tracking Notifications:

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit:

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.

7. Duties & Taxes:

7.1 Sales Tax:

Sales tax has already been applied to the price of the goods as displayed on the website or can be found at checkout if any.

7.2 Import Duties & Taxes:

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country, eg for high-value goods. This varies by country, and Carol's Candles encourages you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Carol's Candles at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping if applicable. The cost of the initial shipping will not be refunded. Items held are usually returned after 2 weeks if unpaid.

8. Cancellations:

If you change your mind before you receive your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance:

Parcels are insured for loss and damage up to the value as stated by the courier where possible.

9.1 Process for parcel damaged in transit:

We will process a refund or replacement as soon as the courier has completed their investigation into the claim and your return is received. Please return the damaged parcel to us to receive a refund or replacement.

9.2 Process for parcel lost in transit:

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost or damaged in transport. (It may take up to 30 days to complete their investigations). If the courier has safely delivered your parcel however a refund or replacement will not be given unless returned to us.

10. Customer service:

For all customer service inquiries, please submit an inquiry at Carol's Candles

Thanks for visiting.

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