Shipping & Returns

All orders are packed and dispatched within 3–4 weeks of being placed. All of our products are lovingly handcrafted by Ash and are either made to order or produced in small batches.

Shipping charges are calculated at checkout and are non-refundable once your order has been dispatched. If you require your order by a specific date, such as a birthday or special occasion, please contact us before placing your order and we will do our best to advise whether we can meet your deadline.

UK orders are sent via Royal Mail Tracked 48 as standard. This is a fully tracked service that aims to deliver your parcel within 2–5 working days after dispatch, depending on your location. If you would like your order sooner, you can upgrade to Royal Mail Tracked 24 at checkout.

Delivery options:

  • Royal Mail Tracked 48 – A fully tracked service aiming to deliver your parcel within 2–5 working days after dispatch, depending on your location.

  • Royal Mail Tracked 24 – A fully tracked service aiming to deliver your parcel within 1–2 working days after dispatch, depending on your location.

Please note that we are based on the Isle of Skye. While we use tracked delivery services, delivery times quoted by Royal Mail are estimates only, and deliveries may occasionally take an additional working day due to our location.

All parcels are carefully packaged using suitable recyclable packaging and are clearly marked as Fragile. During busy periods, dispatch may take slightly longer than usual. If you have any questions about current dispatch times, please do not hesitate to contact us.

UK Delivery

International delivery is currently unavailable. While we don’t yet know when it will return, you can follow our newsletter for the latest news:

International Delivery

If you are unhappy with your order from AshWood Candles, we will accept a return within 14 days of delivery, provided the product has not been used, altered or opened. If a product has been used, we are unable to process a refund unless the item is proven to be faulty.

For hygiene and safety reasons, we cannot accept returns of used candles or opened or used wax melts, reed diffusers, room sprays or other fragranced products, unless they are faulty.

Illustrations and artwork must be returned in their original condition and packaging. We cannot accept returns for artwork that has been damaged, framed, altered or handled in a way that affects its resale.

Please contact us if you wish to return your item and we will provide you with the return address. We recommend using a tracked postal service, as we cannot accept responsibility for items lost or damaged in transit. If a returned item arrives damaged due to insufficient packaging, we may be unable to process a refund.

Once we have received and inspected your returned item, we aim to process your refund within 7 working days. Unfortunately, we are unable to cover the cost of return postage, and the original shipping charge is non-refundable unless the item is faulty or we have made an error with your order.

Items returned by anyone other than the original purchaser will not be accepted.

Returns Policy

Cancellations

Orders cancelled prior to dispatch will receive a full refund, including any shipping charges paid. Orders cancelled after dispatch will not be eligible for cancellation. If you wish to return the item under our returns policy, a refund will be issued once the item has been received and inspected. In this case, original shipping charges are non-refundable, and return postage costs are the responsibility of the customer.

Refunds will only be processed once returned items have been received back in their original condition.

Sale or discounted items are non-refundable.

Pre-orders are paid in full upfront and give you the opportunity to reserve items from upcoming collections before they are officially released. All pre-order items are carefully prepared and hand-poured once the collection is ready, and any orders that include both pre-order and in-stock items will be dispatched together to ensure everything arrives at the same time. If your plans change, pre-orders can be cancelled at any time before dispatch for a full refund. This way, you can secure your favourites in advance while still having flexibility, and each candle can be made with the same care and attention as the rest of the collection.

Pre-Orders