Welcome to our FAQ page, where we aim to answer all your questions about our hand-picked home fragrances and decor pieces. At CandlesDecorShop, we’re committed to making your shopping experience as delightful as our products.
Product Questions
Q: What types of products do you offer?
A: We specialize in carefully selected home fragrances and decor items including scented candles, mugs, ornaments & trinkets, travel mugs, and water bottles & flasks. Our “New In” section regularly features seasonal collections.
Q: Are your candles made with natural ingredients?
A: Our signature candles are crafted with high-quality wax blends and premium fragrance oils to ensure long-lasting, even burns and consistent scent throw. While not all-natural, they’re designed for maximum sensory pleasure.
Q: How should I care for my new candle?
A: For best results: trim wick to 1/4″ before each use, allow wax to melt completely across on first burn (3-4 hours), and keep away from drafts. This ensures even burning and maximum fragrance release.
Q: Can I personalize any of your products?
A: Currently we don’t offer personalization, but many of our ornaments and trinkets make perfect personalized gifts when paired with our elegant gift wrapping service.
Shipping & Delivery
Q: What shipping options do you offer?
A: We offer two shipping methods:
– Standard Shipping (£12.95): via DHL/FedEx (10-15 business days after dispatch)
– Free Standard Shipping: via EMS for orders over £50 (15-25 business days after dispatch)
All options include tracking and 1-2 business days processing time.
– Standard Shipping (£12.95): via DHL/FedEx (10-15 business days after dispatch)
– Free Standard Shipping: via EMS for orders over £50 (15-25 business days after dispatch)
All options include tracking and 1-2 business days processing time.
Q: Do you ship internationally?
A: Yes! We ship worldwide from our Winchester home, except to some remote areas and parts of Asia. Whether you’re in Paris, Texas or Paris, France, we’ll wrap your treasures with care.
Q: How can I track my order?
A: Once dispatched, you’ll receive a tracking link via email. Watch as your package makes its fragrant journey from our stockroom to your home. Delivery times are estimates and may vary during peak seasons.
Q: My package hasn’t arrived yet. What should I do?
A: First check your tracking information. If it shows as delivered but you can’t locate it, check with neighbors or your local post office. For other delays, contact us at [email protected] and we’ll investigate.
Returns & Exchanges
Q: What’s your return policy?
A: We accept returns within 15 days of delivery for unused, unburned products in original packaging. Due to the nature of our products, we cannot accept returns of used candles or damaged items not reported within 48 hours of delivery.
Q: How do I initiate a return?
A: Please email [email protected] with your order number and reason for return. We’ll provide return instructions. Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.
Q: When will I receive my refund?
A: Once we receive and inspect your return, we’ll process your refund within 5 business days. It may take additional time for your bank to post the credit to your account.
Payment & Account
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Q: Is my payment information secure?
A: Absolutely. We use industry-standard encryption for all transactions and never store your full payment details on our servers.
Q: Do you offer gift cards or vouchers?
A: Currently we don’t offer physical gift cards, but you’re welcome to purchase any item as a gift and include a personal message with your order.
Customer Service
Q: How can I contact customer service?
A: Our customer care team is available at [email protected]. We typically respond within 24-48 hours, except on weekends and UK bank holidays.
Q: Do you offer wholesale or bulk purchasing?
A: We currently don’t have a wholesale program, but for large orders (10+ items), please contact us for possible arrangements.
Q: Can I change or cancel my order after placing it?
A: We process orders quickly to get your fragrances to you promptly. If you need to make changes, email us immediately at [email protected] and we’ll try to accommodate your request if the order hasn’t been processed yet.
Still have questions? Our customer care team is always here to help at [email protected]. Because delivering joy—and answers—is what we do best.
Warmly,
The CandlesDecorShop Team
Winchester, UK