Returns
Only if contacted us and we agree to the following Below will you have 7 days to return an item/s from the date that you received it. Please Message us to let us know the problem beforehand.
To be eligible for a return here at Wax delights candles and melts, the product that you purchased must be unused, still in its original packaging, and in the same condition as when you purchased it. We only accept returns on faulty/ Broken items please do NOT use any of the products (if any is used from a bundle/order we will NOT replace any). We DO NOT accept returns if you do not like a fragrance you chose or from a random selection box. This is down to the customer to read the fragrance description page for all our fragrances before ordering.
https://www.waxdelightscandlesandmelts.co.uk/page/clp--fragrance-description
If any items are missing please contact us with photo evidence of your order, we will then cross-reference the packaging pictures we take before every order is dispatched before sending a replacement, if your package photos show that your items were in there before dispatch we will not send any replacements and will have to contact royal mail to put a claim in if the box was opened or damaged on arrival only but we must have picture evidence of everything and must sign damaged on arrival on receiving your parcel. Or they will not accept it. We do pay return postage for Damaged items only to be returned to us and we will pay for the postage if a product is missing that we have to send out to you, if you returning products this must be sent to us by royal mail 2nd class signed for postage only, We will refund the postal cost as soon as we receive the items back to the account you originally paid us. MUST BE SIGNED FOR POSTAGE. We will not send the postage cost before we receive the items.
We do not refund for change of mind orders,
We do not accept returns if you don't like the fragrance you have ordered.
Out-of-stock sale items
if an item has been purchased from our sale items due to these being very low stock and our website hasn't updated the amount left we will refund this back to the payment that the customer made. We can not guarantee that sale items will be available as our website does take a few minutes to update stock with purchases, and this does rarely cause an item to show in stock when it's previously been sold by a previous customer. This is only for sale items.
Shipping for replacements
You will be responsible for paying the costs of shipping your item back to us. Then we will refund the cost to you on receipt of the parcel to the way you originally paid for the order. (This is only for damaged products only,) anything else the customer will be responsible for shipping costs and must be sent 2nd class signed for only.
If you have any further questions regarding your order please, don’t hesitate to contact us to find out more.
Replacements only.
Due to your orders being made up special for each customer, we do not refund in cash we only replace item/s, Once we have received your item, we will let you know that we’ve received it we will then replace all the products for you and re-send you your items., We do not refund any items we only replace damaged or if the (wrong/missing item is sent but we do cross-reference the pictures we take before sending) them.
Postage.
Please allow up to 1-4 working days for your items to be dispatched as we only work business hours,
I do aim to get orders out as quickly as possible but during busy periods please leave enough time for us to process your products.
After every order is complete we do send out a dispatch email, attached to that email is your own personal tracking number and link to the royal mail tracking website.
Once your dispatch email has been sent, your parcel is then booked in for Royal mail to collect the parcels from us the next working day morning.
Once royal mail has been collected from us you will then receive a text or email if you have provided the information at ordering with your delivery day and 2 hours time slot.
If you're not going to be available for them on the day you can change this on the link royal mail sent you.
please note after 2 attempted delivery royal mail will then return your parcel to the sender if you haven't updated them with any information,
if your order does get returned to us for none collection/unavailable delivery we will then refund your order minus the postal cost to the form of payment you made by.
as we will get charged for the postage and it's no fault of ours for the customer not collecting or re-arranging.
We have daily collections from royal mail every Morning, once they have been collected they will be no more collections until the next working day.
(So please note your parcel could miss a collection day due to processing time)
We do not charge any more than royal mail charges us the price you see is the price royal mail charge.
we do not charge for any packaging.
Unfortunately, WE CAN ONLY POST TO the U.K. and Northern Ireland POSTCODES ONLY.
We do combine postage on all our items.
WE DO NOT DO NEXT-DAY DELIVERY.
WE DO ROYAL MAIL TRACKED 24 OR TRACKED 48 POSTAGE.
Fully insured.
PLEASE NOTE EVEN THOUGH YOU CHOOSE ROYAL MAIL TRACKED 24/48 hours they could be a delay on receiving your item, (Royal Mail T&C state this, please allow upto 7 working days for your parcel to be delivered, 99.9% of the time it is delivered in the 24/48 hours time frame, we can NOT refund any payment for delayed parcels until after 7 working days of delay.
COLLECTION PLEASE AWAIT A EMAIL FROM US ONCE YOUR ORDER IS READY AND THIS WILL EXPLAIN THE COLLECTION ADDRESS AND INFORMATION TIMES.
Cancellations.
PLEASE NOTE WE DO NOT ACCEPT CANCELATIONS OF ORDERS ONCE THEY HAVE BEEN MADE UP FOR THE CUSTOMER AS OUR ITEMS ARE BESPOKE TO EACH CUSTOMER ORDER.
We do not refund any order, if your order is sent out wrong by our mistake we will then pay return postage and when we receive the items back see above our returns policy we will then resend your items at our cost. If you change your mind we will not refund anything. if you don’t collect your posted items from the sorting office after a failed attempt delivery we will not refund any item or postage this is down to the customer to collect not us we have got them all tracked.
DISCOUNT CODES:
We can NOT refund any item the customer forgot to put discount codes in, we add discount codes as goodwill and this is then down to the customer to add the codes, once an order is placed we can not change it or refund the difference due to customer not adding the code.
If for any reason we have sent the wrong item please email or send a private message and we will rectify this asap. Picture evidence must be supplied and will be cross-referenced against our dispatch pictures, we will then pay for you to send the item back to us once we have received the parcel back.
Failed Collections from post office.
All our items are sent out signed for postage, we do send an email on dispatch with your tracking number attached, please check your email JUNK folder as could go in there, on delivery if you are not home we do add labels onto our parcels that’s they have to deliver to the household only and if not home to leave a card and take back to the sorting office for you the customer to rearrange collection, if you do not collect your items and they get sent back to us then postage will have to be paid again for items be re sent out. We have done our bit by sending and getting tracked it’s then down to you to collect the item from the sorting office and check your attached tracking code that’s sent to every customer on the email address supplied by the customer, we will not refund on any item if they get returned to sender due to no fault of ours. We will not give any money back for any postage that’s been waisted as we have had to pay this for the item to be originally sent out. We will not pay out for the items to be re-posted. This is down to the customer as was down to them for not collecting from the sorting office.
all our items are sent out within 4 working days then postage times after that if you have not received your item within 7 working days please contact us so we can follow this up and check the tracking on the item. You can also check the tracking of the parcel with the number we attached to the dispatch email. Please do not leave it for more than 14 days as then Royal Mail can either return it to the sender or destroy the parcel due to non-collection from the sorting office.
Return to sender parcels.
If items get returned to the sender from Royal Mail we will not send any more items without the originals being received back by us due to not being collected by the customer. This will show on the tracking that it’s been returned with my signature if it just says return to sender it’s still in their system. This is not our fault it’s the customer's for not collecting.
We do keep copies of all dispatch emails sent to customers as we are copied into everyone so we know these get sent to customers.
Dupes and smells like.
*Please note* Our designer-type fragrances are NOT to be confused with the originals and Wax delights has no affiliation with the manufacturers/designers. Name trademarks and copyrights are properties of their respective manufacturers/designers. Our interpretation of these fragrances is to give the customer an idea of scent character, the fragrance may not be exactly the same as are similar to, not to mislead, confuse the customer or infringe on the manufacturer/designer's name and valuable trademark.
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