About Us
Candles On The Web Ltd are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us at info@candlesontheweb.co.uk.or telephone us +44 (0) 207 736 0740.
Making A Purchase
Making a purchase could not be easier. Just browse our Catalogue, and click on any items that you wish to buy and put them into the shopping cart by clicking the "Buy" button. You will then be asked to state the quantity required. After you have finished your selection, click on "Checkout" and you will be asked for a few details that we need to be able to satisfy the order.
We accept Visa, Visa Debit, Visa Electron, MasterCard, Meastro, Switch & Solo. We do not charge for any item until it is ready to ship. All prices quoted are pounds sterling and include VAT at 20% where applicable..
PLEASE NOTE: All items are subject to availability. Candles On The Web shall NOT be obliged to supply goods at the stated price in the case of errors or omissions. Similarly mistakes caused by any calculation errors within the system shall not oblige us to supply at the price shown on your printed receipt. No contract shall exist until the order is accepted by us as evidenced by, and to the extent of, amount debited to your credit card.
Shipping And Handling
a We have a standard rate of £5.50 each order delivered to mainland England, Wales and to mainland Scotland (excluding Scottish Highlands and Islands)<p>
<b>ORDERS WHICH WEIGH OVER 30 KILOS</b><br>
Candles are heavy, but unless you are ordering from our Bulk Discount section or wax from our Candle Making Supplies section it is unlikely that the average order will exceed this weight. If the parcel is heavier we will e-mail you & let you know what the additional postage will be.<p>
<b>DELIVERIES OUTSIDE ENGLAND, WALES & SCOTTISH LOWLANDS</b><br>
We very much regret that we may have to charge more for all other UK (see affected areas) and foreign deliveries. The charge will be calculated & you will be e-mailed with the cost. We guarantee that you will not be charged any more than our cost - we have no charge for packing.<br>
For deliveries to the following postcode areas the standard rate of shipping may not be applicable. We will advise you via e-mail on the cheapest available price.
<b>BT, GY, HS, IM, IV, JE, KA, KW, PA, PH, ZE</b><br> Additionally orders for delivery to the Isle of Wight and the Scilly Isles may be subject to a surcharge - we will email you to let you know.
<b>OVERNIGHT DELIVERY</b> Orders placed before 11am Monday to Friday will be scheduled to be delivered the next working day with our courier service UK Mail (unless there are exceptional circumstances). If placed after 11am, the order will be delivered the following working day. Weekend orders are processed on the next working day and delivered on the day after. Not available for orders outside England, Wales & Scottish Lowlands. See excluded postcode areas above.>!!
Delivery Schedule
All goods are despatched by a National Carrier or post. The standard delivery service is a maximum of 7 working days but orders often arrive well within this timeframe. We will send an email confirming your order has been sent and you should receive your order within 48 hours of receiving the email. If you have not received your order within three working days of the E-mail please let us know. Also please let us know if you have not heard from us or received your order within 2 weeks of placing your order. E-mail addresses given are not always accurate and e mails we send can bounce back without our noticing. It is essential that we are notified by you if you have not received your orders - as otherwise we cannot claim on our insurance if it has gone astray. We cannot offer refunds on orders that do not turn up unless we have been notified within 2 weeks of your placing the order that this is the case.
We regret we cannot accept responsibility for delays that do occasionally ocurr when using carriers. All parcels will require a signature on receipt. AN ADDRESS MUST BE SUPPLIED WHERE THE PARCEL CAN BE SIGNED FOR. Should delivery be attempted when you are not at home our carrier will leave a card. You can then telephone them & arrange a time for delivery. If you are not in the second time the carrier tries to deliver you will be left a card & asked to pick up the parcel yourself from the depot. Smaller parcels, which may be sent by Royal Mail will have to be picked up from the Post Office if you are not in. If you ask for the parcel to be left without signature. for example 'in the porch' - we regret we cannot refund deliveries which our carriers say have been delivered but which have gone astray.
If you fail to pick up the order or you refuse the order you will be charged the full cost of the original carriage and the couriers cost of returning the package to us.
Saturday & overnight deliveries can be arranged at extra cost - please e-mail for details.
Back Orders
In the unlikely event of an item being out of stock you will only be charged for what is actually sent. We do not put goods on 'back order' but will always contact you to see if you still want the order if a significant proportion of it is unavailable. However, we do our best to keep stock levels up and seldom have to let people down.
Tax Charges
Vat at 20% is included in all prices where applicable. The customer shall be responsible for paying any additional import tax or customs duty should these apply.
Credit Card Security
We know of no documented case of credit card fraud using our shopping system over the Internet. Actinic Payments, our payment processor, is fully PCI DSS compliant.
Reaching Us
If you would like to pick up any 'bulk discount' candles, this can be arranged with our shop at:
Gifts on the Green, 50 New Kings Road, London, SW6 4LS (round the corner from Parsons Green Tube).
Please telephone 020 7736 0740 first so we can get the goods ready for you to collect.
Mail enquiries:
Mail Order Dept.
Candles on the Web
15 Cumberland Business Park
Cumberland Avenue
London
NW10 7RT
United Kingdom
E-mail: info@candlesontheweb.co.uk
Returns Policy
NON-ARRIVAL of goods. In the event that your order does not arrive within 14 days of your placing the order you must let us know. Please allow 8 working days for delivery. Overnight deliveries will only be taken if place before 11am the day before delivery is required. Orders placed before 11am on Friday for overnight delivery will be despatched overnight on Monday to arrive on Tuesday.
SHORTAGES & BREAKAGES must be notified within 7 working days of receipt of your order.
UNWANTED GOODS. In accordance with your statutory rights we will accept back any goods you are not happy with as long as we are notified within 7 working days of the delivery of the order and they are received back at our warehouse in perfect condition. You are responsible for your own shipping costs when returning items to us. For your own protection we advise you to use recorded post when you return goods. When we receive the goods back in perfect condition we will refund you for the cost of the goods and our normal carriage costs. If the goods returned are not in perfect condition the Company reserves the right to charge a re-stocking fee. The liability of the return of the goods rests with the customer. We cannot accept back personalised goods.
HANDLING CHARGE where a special delivery charge has been agreed, for example for overseas delivery, overnight delivery, parcels over 25 kilos and deliveries to British Islands and Scottish Highlands we reserve the right to impose a handling charge on unwanted goods, never to exceed the original cost of shipping the goods to you.
The company accepts no responsibility for any consequential loss caused to the buyer for any other person arising directly or indirectly out of any failure to meet any estimated delivery date.
