UK DELIVERY

All orders are packed and posted within 3 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 Second Class. Please note this is a not a tracked service and you will not be able to track your parcel along the way. 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 Second Class - Please note this service is not 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.

INTERNATIONAL DELIVERY

*Please note International Delivery is not available at the moment* All international services are posted via Royal Mail International Tracked and Signed. This service aims to deliver European parcels in 3-5 working days and Worldwide parcels in 5-7 working days.

If your country is not listed at checkout please contact us.

Christmas Shipping FAQs

RETURNS POLICY

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.

CANCELLATIONS & SALE ITEMS

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.

We do not offer refunds for discounted/sale items or discontinued lines.

PRE-ORDER ITEMS

These Terms & Conditions apply when you pre-order a product from AshWood Candles and our online shop. By placing a pre-order you’re agreeing to these terms, so please read them carefully before placing a pre-order and please keep an note for your records.

Making a Pre-order

Pre-release orders (Pre-Orders) are orders where the product (Product) are not yet available for general sale from AshWood Candles. In order to place a Pre-order, you will need to provide certain information, including but not limited to your name, address and billing information. It is your responsibility to ensure this information is up to date and accurate. If we do not have the accurate information, we will not be able to keep you informed on your order.

Payments

Pre-Order payments do not guarantee the availability of the Product but represent an offer (Offer) to buy the Product when it is released for general sale. We reserve the right to not accept your Offer and the Offer is only excepted once the product has been dispatched.

When placing a Pre-order, you will need to pay the full upfront amount of the Product. You may cancel your pre-order and receive a full refund of your Pre-order payments at any time before the Product has dispatched. Pre-order purchases made with items available for general sale will NOT be sent separately but dispatched together after the Pre-Order Product release date.

Delivery and Shipping

Delivery will be shipped within 3 days of the Product general release date. Release dates are subject to change. As a result, we cannot be liable for any changes to Release dates or Pre-order windows advertised by us.

Cancellation

Either party may cancel a Pre-order at any time for any or no reason prior to our notice to you that the Product has been dispatched. You will receive confirmation of dispatch by email via a Dispatch Notice. If cancellation occurs before the Dispatch Notice, you will be entitled to a full refund of your Pre-order payment. The purchase of the Product is subject to additional terms and conditions (see above).

We reserve the right to amend these Terms. Please check our website for further details and product descriptions for additional Pre-order information.

Thank you for shopping with AshWood Candles!