FAQs
Before placing an order
To add a gift message to your order, simply click on your 'Your Bag' at the top right hand side of the page. You will see the items in your bag and the option to checkout on the right hand side. You can find the option to add a gift message just above the checkout button.
Unfortunately, we do not currently offer gift wrapping on our orders. Some items on the site can be fragile so we prioritize protective packaging at the moment.
If there is a 'Add to Bag' button present on a product page, it means the product is available.
Should the product be unavailable, a 'Out of Stock' message will appear, preventing you from adding it to your shopping cart.
Checkout
Absolutely! We provide a price reduction on your initial purchase when you join our Candles Direct newsletter. By subscribing to our emails, you'll be among the first to receive updates on sales previews, promotions, new arrivals, and other items we believe you'll enjoy.
To apply a discount code to your order just head to your shopping bag in the top right hand side of the page. Proceed through to the checkout and you will find the option to do so just above your order cost.
This is an easy solution – provided the code was valid when you placed your order, reach out to us by email, including the code and your order number. Our team will perform a swift verification to confirm your eligibility and proceed to process it as a refund for you.
Delivery
Lost packages
At Candles Direct, we strive to ensure every order reaches you efficiently and in perfect condition. If your delivery window expires and you believe your order to be lost, please contact our customer service team on: [email protected] with your order number and all relevant details.
Damaged packages
We understand the disappointment of receiving a damaged package. In such cases, please contact our customer service team on: [email protected] as soon as possible and include photos of the damaged items or package.
We will review the documentation provided and arrange a replacement or refund if appropriate.
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number on the courier's tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 5 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
Some smaller orders may not have any tracking information until the order has reached the final stages of delivery.
UK Shipping
We currently use several different couriers and services to ship orders based on their weight and size.
We offer a standard shipping fee of £3.95. Smaller orders placed with our standard shipping fee are likely sent via Royal Mail whereas larger orders will be shipped with Parcelforce. Both of these services usually deliver within 3-5 working days. This delivery window can expand during busier periods.
We also offer an Express shipping fee of £6.95. These orders are shipped with DHL Express which delivers inside 1-2 working days.
Please note- some smaller Royal Mail orders will not have tracking information until the order has reached the final stages of delivery.
International Shipping
We do offer worldwide shipping options, for more information on this please click here.
Returns
Returns must be initiated within 30 Days of receiving your order. We currently offer a pre-paid shipping returns form for any items that arrive either damaged or late.
We require the shipping to be covered by the customer for all other returns.
For a pre-paid returns form, contact our customer service team on: [email protected] to initiate the return process with your order number and details of the item you wish to return. Print the return label and deliver your return to your local Royal Mail depot.
Refund process
Upon receipt of the returned item, we will examine it to ensure that it meets our return policy criteria. If the return is approved, a refund will be issued to the original method of payment.
Once we receive your return we will aim to process your refund you within 5 days. Please allow 3-5 working days for the refund to clear into your bank.
If these timescales have passed, please let us know.
Order Issues
Once you place an order we have a very small time window where we can cancel or change an order before it is processed through dispatch.
If you notice a mistake in your order and you need it changed or cancelled, please contact us via email at: [email protected] as soon as possible.
Unfortunately, if an order has already been processed through the packing stage, we are no longer able to change/cancel the order. In this case, we will be more than happy to provide a returns form so you can send the unwanted order back for a refund or an updated order.
At Candles Direct, we understand that a good number of our orders are being sent as gifts. For this reason, we do not include any paperwork that shows pricing in the packages. We include just a small pack note that lists the names of the items on the order.
We are more than happy to provide a full invoice via email upon request.
Don't lose hope...have you placed an order for something big or that might be difficult to fit?
If that's the case, it's pretty typical for orders to be divided into several smaller packages.
Sometimes, these packages end up being sent out by the delivery service and are sent to you in pieces.
If you think this might be the situation with your order, we suggest holding off until the next day to check if the rest of your order makes it through. Usually, it does.
If it hasn't, we're here to assist you. Please don't hesitate to reach out to us.
General
Yes, we are a UK company. Our company number is- 639662.
We are based in Belfast in Northern Ireland.
Our address is: 1 Millar Street, Belfast, BT6 8JZ
Please note- we are based in Belfast meaning we can still ship to the Republic of Ireland as normal. Our customers in the Republic are not required to make customs payments to receive their orders.
Yes, we are!
Our VAT ID is: GB264171511
Our business is officially registered in the UK, and our unique identification number is 639662.
Additionally, we hold a VAT registration, and our VAT identification number is GB264171511.
While we don't have a contact phone number, we do offer email communication options. We're accessible through the internet from 8 am to 5 pm on weekdays (note: we are not in operation on Saturday, Sunday, and Bank Holidays).
My Account
Just reach out to as at: [email protected] with both your old and new address. We will be happy to apply the change for you.
We are more than happy to do so, just contact us at: [email protected] with both your old and new email address. We will update your account for you.
Your username is always an email address. Should you forget your password, you can easily reset it by visiting “My account” located at the top right of the homepage. Select “Forgot your password?". By doing so, you'll initiate the password reset procedure. An email will be dispatched to your email account. Follow the instructions provided in this email to reset your password.