At CandlesDecorShop, we want your shopping experience to be as warm and inviting as our handcrafted products. Below you’ll find all the details about our shipping options and thoughtful returns policy.
Shipping Information
Order Processing
All orders are carefully packed and processed within 1-2 business days (excluding weekends and holidays).
Shipping Options
- Standard Shipping: £12.95 via DHL or FedEx (10-15 business days after dispatch)
- Free Shipping: Available on orders over £50 via EMS (15-25 business days after dispatch)
Please note: We currently ship worldwide except to parts of Asia and certain remote locations. International customers may be responsible for customs fees upon delivery.
Our Returns & Exchanges Promise
We accept returns and exchanges within 15 days of receiving your order. To be eligible:
- Items must be in original condition (unused, unlit for candles)
- Original packaging with all tags attached
- Accompanied by proof of purchase
Non-Returnable Items
For hygiene reasons, we cannot accept returns on:
- Used mugs, travel mugs, or water bottles
- Fragrance items (candles, diffusers) that have been used or have broken seals
How to Initiate a Return or Exchange
- Contact us within 15 days of delivery at [email protected] with your order number and return request
- We’ll email you a Return Authorization Number and instructions
- Package the item securely with all original packaging
- Ship the return to our Winchester address (return shipping is at customer’s expense)
Return Address:
CandlesDecorShop Returns
6 Badger Farm Rd
Winchester, GB CH1C 4XH
For Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with photos of the issue. We’ll arrange a replacement or refund at no additional cost.
Refund Processing
Once we receive and inspect your return:
- Refunds will be issued to the original payment method within 5-7 business days
- PayPal refunds may appear immediately
- Credit card refunds may take 1-2 billing cycles to appear
Exchange Policy
- We’ll ship your new item once the original is received
- Price differences will be refunded or charged accordingly
- Free shipping applies only if the exchange value exceeds £50
International Returns
International customers are responsible for any customs fees associated with returns. We recommend marking the package as “Returned Goods” to potentially reduce fees.
Need Help?
Our Winchester-based customer care team is always happy to assist. Contact us at [email protected] with any questions about your order.