Delivery & Returns
Welcome to The Candle Tree Online. Shopping is easy, convenient and secure. Simply click the add to cart button. You will then be asked if you would like to process the order or continue shopping. Click continue shopping if you wish to order more than one product.
Delivery Times
Providing your items are in stock, our standard delivery for most standard orders within 7 -10 working days. Please note - this excludes weekends and Bank Holidays. During our sale and peak periods you should allow up to 10-14 days.
Where possible, we will endeavour to send all of your order together, however any items that are out of stock will be sent as soon as possible. Please note – you will only be charged one delivery charge per order. If any order is out of stock, we will notify you and advise of the anticipated delivery date.
All delivery dates are estimates and we cannot guarantee specific deadlines. Saturdays, Sundays and all Bank Holidays are classed as non-working days. Whilst we will use our best efforts to meet all orders we cannot guarantee the availability of any particular products displayed on this website.
Next Day Delivery
Unfortunately we have withdrawn this option at present, due to unprecedented demand on our delivery company they are no longer able to guarantee next day delivery.
Delivery Exceptions And Restrictions
Do You Deliver To Bfpo Addresses?
Sorry, we are unable to offer delivery to British Forces Postal Office addresses.
Do You Deliver To Northern Ireland?
Deliveries are temporarily unavailable to Northern Ireland while we make adjustments in line with new Government legislation.
We hope to be back soon.
Do You Deliver To The Channel Islands, The Isles Of Scilly And The Isle Of Man?
We're sorry, we only deliver online orders to UK addresses, excluding the Channel Islands, The Isles of Scilly and Isle of Man.
Do You Have Any Delivery Restrictions?
We do reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we'll notify you as soon as possible.
We currently ship to the UK only, excluding. Highlands, N. Ireland & Isle of Wight, The Isles of Scilly and Channel Islands.
Due to Brexit regulations, we have currently suspended any orders to Highlands, N. Ireland & Isle of Wight, Channel Islands.
Delivery Cost
UK Standard delivery (excl. Highlands, N. Ireland & Isle of Wight, Channel Islands) £4.95.
FREE shipping for orders over £50.
Click & Collect
We are now offering Click & Collect from our Gloucester store. Simply place your order through our website and use code: COLLECT at the checkout. You will receive an email notification when your order is ready to collect and confirm suitable collection time.
Please bring your order confirmation email and a valid form of ID to collect your order.
What is your return Policy
We have a 14-day, no-questions-asked return policy for all of our items. We ask that any item comes back in its original packaging and in the same condition as when we sent it. Small items can be sent by Royal Mail or any courier service of your choice but please ensure that you have a proof of postage.
How do I organise a Return
If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it. Simply indicate what you are returning and why you have decided to return it, and send it back to us at The Candle Tree Limited, 4 College Street, Gloucester, Gloucestershire, GL1 2NE.
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us within 14 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
When Do I Get A Refund Once I Have Returned An Item?
Once the products you wish to return have been received by us, a refund for the agreed amount will be actioned to the original method of payment.
Please allow 14 days from return for this process to be completed.
Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 14 days of our notification.
Damaged/Faulty/Incorrect Items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us within five working days by email info@thecandletree.uk. To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection.
Cancellations
If you have a change of mind and wish to cancel your order please contact us as soon as possible on info@thecandletree.uk . If your goods have not already been dispatched we will cancel your order and process a refund. In cases where the order has already been dispatched you will need to return the goods to us in order that we can process a refund. The cost of delivery will not be refunded in this instance.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.