Returns & Exchanges

UNWANTED OR MISORDERED GOODS

We understand that sometimes, things don’t go as planned. If you receive your order and decide that you don’t want it, or if you realise that you accidentally ordered the wrong thing, no worries! We’re all human, and we all make mistakes. We are happy to help you return your order.

We want you to be happy with your purchase. If you receive your order and decide that you don’t want one or more items, or if you would like to exchange the item for something else, simply contact us at kingdomofcandles@outlook.com within 14 days of delivery. If you don’t report unwanted goods within this time frame, we will not be able to process your request, and this will invalidate your right to any replacement or refund. We kindly ask you return the unwanted  items to us within 30 days of the delivery.

To return an unused item, please pack it carefully in the original undamaged packaging and send it back to us at your own expense. Once we receive the item and confirm that it is in resalable condition, we will issue a refund or replacement.

If you would like to exchange an item for something else, please let us know which item you would like, and we will send it to you at your own expense. If the item you would like is more expensive than the item you are returning, we will charge you the difference. If the item you would like is less expensive than the item you are returning, we will issue you with a refund for the difference.

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DAMAGED/DEFECTIVE GOODS

We take great care to ensure our candles and wax melts are packed properly. However, the accidents do happen.

We are sorry to hear that your order arrived damaged. We want to make things right, so please let us know which item or items are damaged, and we’ll issue a refund or send you a replacement.

If your parcel arrives damaged, please contact us at kingdomofcandles@outlook.com within 14 days of the delivery. We will do our best to help you out. If you don’t report damaged/defective goods within this time frame, we will not be able to process your request, and this will invalidate your right to any replacement or refund. We kindly ask you to return back the damaged/defective items within 30 days of the delivery.

To help us investigate, please send us a photo of the damaged item. We will get back to you as soon as possible to help fix the problem.

If we don’t hear from you within 14 days of the delivery, we will assume your parcel arrived safely and you are ready to explore the magical scents of the Kingdom of Candles.

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INCORRECT OR MISSING GOODS

We always carefully check the parcels before they are posted. We even take a photo of the parcel before we close it to ensure your order is complete and correct.  If we made a mistake or your order arrived incomplete, we sincerely apologise and will take care of that for you. Please let us know what you received in error or what is missing, and we’ll be happy to make it right. We can either send out the correct goods straight away or issue you with a refund and ask you to return any goods you were sent in error. We are very committed to make sure you’re satisfied with your order.

Please email us at kingdomofcandles@outlook.com within 14 days of the delivery to let us know of the missing or incorrect items sent to you. If you don’t report incorrect/missing goods within this time frame, we will not be able to process your request, and this will invalidate your right to any replacement or refund. We kindly ask you return the incorrect items back within 30 days of the delivery.

 

GOODS NOT AS DESCRIBED

If your order doesn’t match our description or the photo, we will make it right. Just let us know what’s wrong, and we will issue a refund or send you a replacement.

Please email us at kingdomofcandles@outlook.com within 14 days of the delivery to explain what the problem is. If you don’t report the issue with your order/items within this time frame, we will not be able to process your request, and this will invalidate your right to any replacement or refund. We kindly ask you return back the unmatched items within 30 days of the delivery.

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DISSATISFACTION CAUSED BY CUSTOMER ERROR OR DECISION

Incorrect details – If you spot any errors in your order after placing it, please let us know as soon as possible. We can try to make changes and sort everything out for you, as long as your order hasn’t yet been processed. To minimise disruption, please email us at kingdomofcandles@outlook.com as soon as you notice the error. We will do our best to help you get your order right.

However, we process as quickly as possible, so if you delay and we have already dispatched your order, you might be responsible for the cost of returning and reshipping it.

To avoid this, please double-check your order before submitting it. If you do need to make a change, please contact us as soon as possible.

Mis-entered delivery details – We know mistakes happen, so if you enter the wrong delivery details, we will help you get your order to the right place. If as a result of incorrect delivery details a parcel is returned to us by Post Office or a courier, we can arrange redelivery to the correct address at your expense.

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ADDITIONAL INFORMATION

Customs and import taxes: Buyers are responsible for any customs and import taxes that may apply. We are not taking any responsibility for delays due to customs.

Cancellations: We don't accept cancellations but please contact us if you have any problems with your order.

Proof of breakages: Kingdom of Candles reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.

Order number: When contacting us regarding your order, refund, damaged item etc, please include your order number to speed up the process. Failure to provide us with the order number might affect our refund and exchange policy.

Lost parcel: Kingdom of Candles is not taking responsibility for lost parcels if the incorrect delivery address was provided by a customer when placing an order.

Receipt of order – we define a receipt of order as a written document that acknowledges a payment made by a buyer to a seller.

Dispatch Time - When your tracking says that your order has been "dispatched", this means that it has left our warehouse and is on its way! Please note that the dispatch date is not the date of delivery.