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Burning Black Candles

Store policy

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At Candlemaid, every candle is hand-poured in small batches with care, intention, and respect for both people and planet. The following policies are here to ensure a clear, fair, and considered experience for everyone.

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Shipping

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We currently ship within the United Kingdom.

Orders are typically processed within 2–4 working days. As our candles are hand-poured in small batches, processing times may occasionally vary during busy periods.

Once dispatched, delivery usually takes 2–5 working days, depending on the courier.

Tracking details will be provided where available.

Please note:

  • Delivery times are estimates and may be affected by factors outside our control

  • Candlemaid is not responsible for delays caused by postal services or couriers

If you have any concerns about your delivery, please contact us and we will be happy to help.

 

Returns & Refunds

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We hope you love your Candlemaid purchase. However, if you change your mind, you may return your item in line with UK consumer law, subject to the conditions below.

 

Returns eligibility

  • Returns must be requested within 14 days of receiving your order

  • Items must be unused, unburned, and in their original packaging

  • We cannot accept returns on used candles unless they are faulty

 

Return postage

  • Return shipping costs are the responsibility of the customer

  • We recommend using a tracked service, as we cannot be responsible for items lost in transit

 

Refunds

Once your return is received and inspected, your refund will be processed to your original payment method within 5–7 working days.

Original shipping costs are non-refundable.

 

Damaged or Faulty Items

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If your candle arrives damaged or faulty, please contact us within 48 hours of delivery, including:

  • Your order number

  • A brief description of the issue

  • Clear photographs where possible

We will arrange a replacement or refund as appropriate. We understand how disappointing this can be and will always aim to resolve issues fairly and promptly.

 

Cancellations

 

Orders may be cancelled before dispatch.

Once an order has been dispatched, it will need to be returned in line with our Returns Policy.

If you need to cancel an order, please contact us as soon as possible.

 

Privacy & Data Protection

 

Your privacy matters to us.

Any personal information you provide is used solely to:

  • Process and deliver your order

  • Communicate with you regarding your purchase

We do not sell or share your personal data with third parties beyond what is required to fulfil your order.

Candlemaid complies with UK GDPR regulations.

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Archival family photographs used throughout this website were taken  in Cornwall during the 1960s and are reproduced with care and respect.

 

All content and imagery on this website is protected by copyright and may not be reproduced without permission.

 

Candlemaid® is a registered trademark.

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Contact

 

If you have any questions about your order or our policies, please contact us at:

Email: hello@candlemaid.co.uk

 

We aim to respond to enquiries within 2–3 working days. During busy periods, replies may take a little longer.

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