Shipping & Returns
All orders are packed and posted within 3-4 weeks of order. All our products are lovingly handcrafted by Ash and either made to order or made in small batches. Delivery to the UK is free and is posted by Royal Mail Standard. Please note this is a tracked service but still has a delivery time of 2-5 days after dispatch. However, If you wish to upgrade your shipping service a Royal Mail 24 Tracked option is available at checkout.
Delivery options are below:
Royal Mail Standard - Please note this service is tracked and aims to deliver your items 2-5 after dispatch depending on location.
Royal Mail 24 Tracked - Please note this is a tracked service and aims to deliver your item within 24 hours after dispatch depending on location.
All parcels are in suitable, recyclable packaging and marked as fragile. During busy periods it may take us a little longer to dispatch your items. If you have any questions about holiday 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 for whatever reason we will accept a return within 14 days of delivery on the condition that the product has not been used, altered or opened. If a product has been used, we are unable to process a refund unless that item has been proved to be faulty. Orders must be sent back in their original packaging.
Please contact us if you wish to return your item for any reason and we will provide you with a return address. If the product is sent back damaged or broken, we will be unable to process a refund for you. We aim to refund you within 7 working days on receipt of item.
Unfortunately we are unable to cover the cost of postage and cannot refund the original postage charge. If you have any questions or need help in returning your order, please contact us here.
Items returned by someone other than the original buyer will not be accepted.
Returns Policy
Cancellations
Orders cancelled prior to dispatch will be given a full refund, including shipping charge. Orders cancelled after item dispatch will be given a refund for the cost of items, but not the shipping charge. Items will only be refunded when said items are returned to us. Shipping for cancellation returns will be at the cost of customer. You will not be refunded for the original shipping charge.
Sales 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.