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Shipping Policy
Last Updated: February 8, 2025
Everything you need to know about our shipping processes, timelines, and policies.
Quick Overview
We offer multiple shipping options with tracking, insurance, and careful packaging. Most orders ship within 1-3 business days with delivery times varying by location and service selected.
Shipping Guarantees
Secure Packaging
Damage protection guaranteed
Real-time Tracking
Follow your order every step
Eco-friendly
Sustainable packaging materials
Expert Support
Dedicated shipping assistance
1. Processing Times
Order processing times vary based on product availability and order complexity. All times are calculated in business days (Monday-Friday, excluding holidays).
Standard Products
Ready-to-Ship Items
- In-Stock Candles: 1-2 business days
- Gift Sets: 1-3 business days
- Accessories: 1-2 business days
Orders placed before 2:00 PM GMT may ship same day if in stock.
Custom Products
Made-to-Order Items
- Personalized Candles: 3-5 business days
- Custom Scents: 5-7 business days
- Bulk Orders (25+ items): 7-10 business days
- Corporate Orders: 10-14 business days
Rush processing available for additional fee - contact us for availability.
Rush Orders: 50% faster processing available for urgent orders (+£15 / +$20 fee)
Processing Timeline Breakdown
| Order Stage | Standard Items | Custom Items | Bulk Orders | Status Updates |
|---|---|---|---|---|
| Order Confirmation | Immediate | Immediate | Immediate | Email notification |
| Design Approval | N/A | 24-48 hours | 2-3 days | Digital proof sent |
| Production Start | Same day | After approval | After approval | Production commenced email |
| Quality Check | 1 day | 1-2 days | 2-3 days | Quality inspection complete |
| Ready to Ship | 1-2 days | 3-5 days | 7-10 days | Shipping notification |
Holiday Processing: During peak seasons (Black Friday, Christmas, Valentine's Day), processing times may extend by 1-2 additional business days. We recommend ordering early during these periods.
2. Shipping Options & Rates
We partner with reliable carriers to ensure your orders arrive safely and on time. Shipping costs are calculated based on weight, dimensions, destination, and selected service.
| Service | Delivery Time | Tracking | Insurance | Starting Rate |
|---|---|---|---|---|
| Standard Shipping USPS Ground Advantage | 3-7 business days | Up to $100 | $4.99 | |
| Expedited Shipping USPS Priority Mail | 1-3 business days | Up to $100 | $8.99 | |
| Express Shipping FedEx Express | 1-2 business days | Up to $500 | $24.99 | |
| Overnight Delivery FedEx Overnight | Next business day | Up to $500 | $39.99 |
| Service | Delivery Time | Tracking | Insurance | Starting Rate | Features |
|---|---|---|---|---|---|
| Standard Delivery Royal Mail 2nd Class | 2-3 business days | Up to £50 | £3.99 | Eco-friendly | |
| First Class Delivery Royal Mail 1st Class | 1-2 business days | Up to £50 | £5.99 | Most Popular | |
| Express Delivery Royal Mail Special Delivery | Next business day by 1pm | Up to £500 | £12.99 | Signature Required | |
| Saturday Delivery Royal Mail Saturday Guarantee | Next Saturday by 1pm | Up to £500 | £18.99 | Weekend Delivery |
Royal Mail Coverage: We use Royal Mail's extensive network covering 99.9% of UK addresses, including remote areas in Scotland and Wales.
| Destination | Service | Delivery Time | Starting Rate |
|---|---|---|---|
| Canada | International Standard | 7-14 business days | $15.99 / £12.99 |
| European Union | International Tracked | 5-10 business days | $18.99 / £15.99 |
| Australia & New Zealand | International Standard | 10-21 business days | $24.99 / £19.99 |
| Rest of World | International Tracked | 10-25 business days | $28.99 / £22.99 |
Free Shipping Offers
United States:
- Orders $75+: Free Standard Shipping
- Orders $150+: Free Expedited Shipping
- Local Delivery: Free within 15 miles (orders $50+)
United Kingdom:
- Orders £50+: Free Standard Delivery
- Orders £100+: Free First Class Delivery
- Local Delivery: Free within Greater London (orders £40+)
- Click & Collect: Free from our studio (orders £25+)
Special Services
United States:
- Signature Required: +$2.50
- Adult Signature: +$5.00
- Saturday Delivery: +$12.00
- Hold at Location: Free
United Kingdom:
- Signature Required: +£2.00
- Safe Place Delivery: Free
- Local Collection Point: Free
- Redelivery Service: £2.99
- SMS Notifications: Free
- Weekend Delivery: Available Saturdays
3. Shipping Destinations
United States
Available Regions:
- All 50 states
- Washington D.C.
- US Territories (additional fees apply)
Special Considerations:
- Alaska & Hawaii: Extended delivery times (5-10 days)
- PO Boxes: USPS services only
- APO/FPO: Military addresses supported
United Kingdom
Coverage Areas:
- England
- Scotland
- Wales
- Northern Ireland
Special Services:
- Highlands & Islands: +1 day delivery
- BFPO Addresses: Military bases supported
- Isle of Man/Channel Islands: Additional fees apply
Canada
Service Details:
- Shipping Time: 7-14 business days
- Starting Rate: $15.99 / £12.99
- Free Shipping: Orders $200+ / £150+
Important Notes:
- Customs duties may apply
- Recipient responsible for customs fees
- Remote areas may require additional time
International
Available Countries:
- European Union
- Australia & New Zealand
- Japan & South Korea
- Select other countries
Service Details:
- Shipping Time: 10-21 business days
- Starting Rate: $24.99 / £19.99
- Tracking: Available to most destinations
International Shipping Notice: International customers are responsible for all customs duties, taxes, and fees imposed by their country. Delivery times may vary due to customs processing. Some products may be restricted in certain countries.
4. Advanced Packaging & Handling
We take great care in packaging your candles to ensure they arrive in perfect condition. Our packaging process includes multiple protection layers and eco-friendly materials.
Eco-Friendly Packaging
- Recyclable Materials: FSC-certified corrugated cardboard boxes
- Biodegradable Packing: Cornstarch-based void fill
- Sustainable Tape: Water-activated paper tape
- Minimal Plastic: Only where necessary for waterproofing
- Seed Paper Inserts: Plantable thank you notes
Carbon Neutral Shipping: We offset 100% of shipping emissions through verified carbon credits.
Advanced Protection Methods
- Individual Wrapping: Each candle in protective sleeve
- Custom Inserts: Molded protective inserts for glass
- Shock Absorption: Multi-layer cushioning system
- Temperature Control: Thermal protection in extreme weather
- Moisture Barrier: Waterproof inner packaging
- Fragile Handling: Clear fragile markings and orientation arrows
Smart Temperature Management
Summer Shipping (May - September)
- Thermal insulation for temperatures above 25°C (77°F)
- Cooling gel packs for express shipments
- Monday-Wednesday dispatch to avoid weekend delays
- Real-time weather monitoring and alerts
- Automatic upgrade to faster shipping in extreme heat
Winter Shipping (November - March)
- Insulated packaging for sub-zero temperatures
- Freeze protection for glass containers
- Weather delay notifications
- Alternative shipping routes during severe weather
- Priority processing before major storms
AI Weather Monitoring: Our system automatically monitors weather conditions and adjusts shipping methods to protect your candles during extreme temperatures.
5. Enhanced Order Tracking & Communication
Stay informed about your order status with our comprehensive tracking system and proactive communication.
Smart Notifications
Multi-channel Updates:
- Email Notifications: Detailed status with images
- SMS Alerts: Key milestone updates
- Push Notifications: Real-time mobile alerts
- WhatsApp Updates: Delivery day notifications
Timeline Notifications:
- Order confirmed with estimated delivery
- Production started (custom orders)
- Quality check completed
- Handed to Royal Mail with tracking
- Out for delivery
- Successfully delivered
Advanced Tracking Features
Tracking Options:
- Live Order Map: Real-time location tracking
- Delivery Window: 2-hour delivery predictions
- Photo Proof: Delivery confirmation photos
- GPS Tracking: Precise location updates
- Delivery Instructions: Custom delivery preferences
QR Code Tracking
Scan the QR code on your shipping email for instant mobile tracking
Real-time Updates: Tracking information updates every 30 minutes during transit. Delivery prediction accuracy: 95%+ within 2-hour windows.
6. Delivery Issues & Solutions
While we strive for perfect deliveries, issues can occasionally occur. Here's how we handle common delivery problems:
Our Response Process:
- Investigation Period: We wait 7 business days after last tracking update
- Carrier Claim: File insurance claim with shipping carrier
- Customer Resolution: Replace or refund within 2-3 business days
What you can do: Check with neighbors, building management, or alternate delivery locations. Contact us immediately if package shows delivered but wasn't received.
Reporting Damage:
- Take Photos: Document damage to packaging and products
- Contact Us: Report within 48 hours of delivery
- Keep Everything: Retain all packaging materials for carrier inspection
Our Promise: We'll replace damaged items at no cost or provide full refund. Expedited shipping available for time-sensitive orders.
Common Causes:
- Weather-related delays
- High package volume during holidays
- Incorrect or incomplete addresses
- Customs processing (international orders)
Our Response: We proactively monitor delayed shipments and will contact you with updates. Compensation may be provided for significant delays beyond estimated delivery dates.
Before Shipment:
Contact us immediately if you need to change the shipping address. Changes may be possible if the order hasn't been processed.
After Shipment:
- Contact Carrier: Some carriers allow address corrections in transit
- Package Intercept: We can request package return for reshipment (fees may apply)
- Undeliverable Returns: If package returns to us, we'll arrange reshipment at no additional charge
7. Holiday & Peak Season Management
During busy seasons, we implement special procedures to manage increased volume and ensure timely delivery.
Holiday Shipping Deadlines 2025
Christmas Delivery:
- Standard Shipping: December 18th
- First Class: December 20th
- Express Delivery: December 23rd
- Last-Minute Gifts: December 24th (by 12 PM GMT)
Other Holiday Deadlines:
- Valentine's Day: February 12th (Standard)
- Mother's Day: May 9th (Standard)
- Father's Day: June 13th (Standard)
- Easter: April 15th (Standard)
Important: These are the last recommended order dates. Orders placed after these dates may arrive late. We cannot guarantee holiday delivery for orders placed after cutoff times.
Gift Service: Free gift wrapping and personalized messages available for holiday orders. Express gift service with same-day processing available for urgent orders.
Peak Season Operations
Enhanced Capacity:
- Extended Hours: 24/7 operations during December
- Additional Staff: 200% workforce increase
- Multiple Facilities: Regional processing centers
- Priority Queues: Express lane for urgent orders
Customer Experience:
- Real-time Updates: Holiday order tracking dashboard
- Live Chat Support: Extended hours during peak season
- Proactive Communication: Early warning system for delays
- Holiday Guarantee: Delivery promise or full refund
8. Shipping Support & Contact
Our dedicated shipping specialists are here to help with any questions or concerns about your delivery.
Shipping Support Team
Get Help: Our shipping experts are ready to assist you
Contact Shipping SupportWhat We Can Help With:
- Tracking issues and updates
- Delivery time estimates
- Address changes and corrections
- Special delivery instructions
- International shipping queries
- Customs and duty information
- Bulk order logistics
- Emergency delivery requests
Response Times
- Urgent Shipping Issues: Within 1 hour
- Tracking Inquiries: Within 2 hours
- General Questions: Within 4 hours
- International Queries: Within 24 hours
AI Assistant: Get instant answers to common shipping questions with our 24/7 chatbot.
Policy Updates: This shipping policy is regularly updated to reflect service improvements and new delivery options. Check back for the latest information.
Our Shipping Commitment
We're committed to providing exceptional shipping service that exceeds your expectations. From our eco-friendly packaging to real-time tracking, every detail is designed with your satisfaction in mind.
- 99.5% on-time delivery rate
- Carbon-neutral shipping options
- Damage rate under 0.1%
- 24/7 tracking support
- Royal Mail Certified Partner
- Customer satisfaction: 4.9/5
Trusted by thousands of customers worldwide