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FAQs

I want to return an item in my order, what should I do?

We can exchange or refund items if:

  • Items are returned to us within 14 days of receipt
  • Items are returned to us in perfect condition (we can only accept a return if it is unused)
  • 
If the product is faulty
  • We only accept returns from items purchased directly from www.candalia.uk

To return items please use a postal service with a tracking service.

 The parcel remains in the responsibility of the sender until it arrives back in the warehouse. Please ensure you obtain proof of postage should you need to contact us about your return.

I want to return an item that is faulty, what should I do?

We are so sorry that you have received an item that is faulty and of course, we would love to get this rectified for you as quickly as we can.

We are so sorry that you have received an item that is faulty and of course, we would love to get this rectified for you as quickly as we can.

As soon as you discover a fault, please contact us via email at [email protected] with the following information:

  1. The order number
  2. The product name
  3. A description of the fault
  4. An image of the fault

As soon as we have received this information we will be back in touch.

I have received an item as a gift and I want to return it, what are my options?

If you received an item as a gift and can confirm that it was purchased directly from Candalia you can return it for an exchange only. No refunds will be given on gifts, unless returned by the original purchaser. Please contact us via email at [email protected] and we will be more than happy to assist you.

We can only exchange items that are unused and in a resalable condition.

Can I return something I purchased from another Candalia stockist?

Unfortunately we are unable to accept returns on products not purchased from www.candalia.uk. If you purchased your products at one of our authorised retailers or counters please contact them directly.

Which items are non-returnable?

We are unable to accept returns on any items that have been opened or used.

What should I do if my refund is incorrect?

We are really sorry if we’ve made a mistake with your refund. As soon as you discover that your refund is incorrect, please contact us via email at [email protected] with the following information:

  1. The order number
  2. The product name

As soon as we have received this information, we will be back in touch. Please note we cannot refund deliveries.

How long will it take for the funds to show back in my account?

Once your refund has been processed, please allow 2-5 working days for the funds to show back in your bank account. When paying by credit card refunds might take up to 10 working days.

Do you include an invoice within the parcel?

We do not include any payment or billing information within your order so if you are sending your order as a gift, the recipient will not be able to see this!

How do I place an order?

You can create a Customer Account with us at any point or checkout as a guest if you’d prefer.

To place an order, simply add your products into your basket and click ‘proceed to checkout’.

From there, you will be prompted to enter your shipping, payment and billing information. Once payment proceeded, we are going to inform via email that your order was confirmed.

Can I place an order over the phone?

We can process an order over the phone for you if you are having some difficulty online or feel more comfortable doing so however, during busy promotional periods there may be a slight wait as we are super busy. We will always try and speak with you as quickly as we can!

Call us on:

+447809293888

Our opening hours are:

Monday – Thursday: 09.00am – 17.00pm

Fridays: 09.00 – 16.00pm

Weekends & Bank Holidays: CLOSED

There is an error on my order confirmation email, what should I do?

If you have received your order confirmation email and you notice an error, please contact us as soon as possible either via email at [email protected] or call us directly on +447809293888.

Please have your order number to hand.

I have not received my order confirmation email, what should I do?

If you have not received your order confirmation email, please contact us either via email at [email protected] or call us directly on +447809293888 and we check this for you. Please have your order information to hand.

What should I do if I receive an error message during checkout?

If you receive an error message, please try the following:

  • Contact your bank to make sure there are sufficient funds in your account
  • Verify you are entering your card details correctly
  • Make sure your billing name, address and phone number matches the details registered to payment card

If the issue remains, please call us on +44780929388.

I need to cancel my order, what should I do?

If you need to cancel an order, please get in touch with us either via email at [email protected]  or call us on +447809293888 within 30 minutes from placing the order. We will do everything we can to cancel the order for you but as we are packing your orders as quickly as we can, we cannot guarantee this is possible.

Please note: During promotional periods, we are unable to cancel an order once it has been processed.

I need to amend my order, what should I do?

We are packing your orders as quickly as we can.

If you need to make a change to your order, please contact us as soon as possible either via email at [email protected], or call us on +447809293888.

Please note: During promotional periods, we are unable to make an amendment to an order once it has been processed.

Is it safe to use my Credit Card?

Yes it is! When you order online with us, we use Secure Socket Layer (SLL) encryption technology so you can be assured that your order will be placed safely and securely. In order for encryption to take place, your browser must have the SSL protocol.

We recommend using the most recent version of either Google Chrome, Mozilla Firefox, Safari or Internet Explorer.

Which payment options do you accept?

We accept Visa, Mastercard, Maestro and American Express cards. We also accept PayPal. We do not accept international cards.

Customers from outside the UK can purchase products from our website and payment must be by credit card. Payment must be made in pound sterling unless otherwise specified.

How much do I have to pay for delivery?

Orders under £70:
£4.74 Standard UK Delivery
£9.59 Express UK Delivery

(2 – 5 WORKING DAYS) Time frame will begin the following working day for orders placed after 3pm.
Parcels will be sent using Tracked DHL Delivery Service, and delivered Monday – Friday (exc. Bank or Public Holidays).

Orders over £70:
Free UK delivery

(2 – 5 WORKING DAYS) Time frame will begin the following working day for orders placed after 3pm.
Parcels will be sent using Tracked DHL Delivery Service, and delivered Monday – Friday (exc. Bank or Public Holidays).

EUROPE:


Orders under £70:
£20 for Standard Delivery (8 – 10 working days)

Orders over £70:
£10 for Standard Delivery

USA:

Orders under £130:
£33 for Standard Delivery (8 – 10 working days)

Orders over £130:
£25 for Standard Delivery

What shipping method do you use?

We take extra care with your Candalia parcel, ensuring that it has been sent using a tracked and signed delivery service. This takes between 2-5 working days for UK orders. Please note that a signature is required upon delivery. Missed delivers will be re-attempted the next working day.

How long will it take for my Candalia parcel to arrive?

Your order will be processed between 24 and 48 hours after checking out online. We aim to get your item delivered to you within 2-5 working days (international orders will differ). We always aim to get your Candalia product out to you as soon as possible, but please allow up to 5 working days before contacting us.

How can I track my order?

Once you have placed your order, an order confirmation email will be sent to you as well as your tracking number by DHL. If you don’t receive your confirmation email or/and DHL tracking number, please let us know via email – [email protected]

Do you ship to my country?

We deliver our products to UK, Europe and USA. Unfortunately, we are not able to deliver to any other countries.

Can I change the delivery address on my order?

If you notice that your delivery address is incorrect when you place your order please contact us as soon as possible and we will try our best to change this for you. Please contact us via email at [email protected] or call us directly on +447809293888.

Once your order has been dispatched, we are unable to redirect your delivery to an alternative address.

Please note: During promotional periods, we are unable to make any amendments to your order once it has been processed.

How does Express Delivery work?

Our Express Delivery means you receive your order in 1-2 working days and is guaranteed on orders placed Monday – Friday before 2pm. If your order has been dispatched with DHL on a Friday, this will arrive with you on the following Monday.

I live abroad, when will my order arrive?

We always aim to deliver your order with you within 6-8 working days.

What should I do if my order has not arrived?

If your order has not arrived, please check your tracking details, which you can find in your email from DHL once your order is on its way. It may be that no one was home when a delivery attempt was made, so the courier may attempt to re-deliver this to you on the following working day.

The courier company will always keep you in the loop and will update your tracking details with each movement of your order.

If you have any questions, please contact us via email at [email protected]

How do I learn how to care for my candle?

There are many things you can do to help look after your candle. Have a read of our Candle Care Page where we have compiled some useful points that will help you get the most out of your candle.

My candle is not burning evenly, what should I do?

We always advise to burn our candles for a minimum of 2 hours and a maximum of 4 hours each time. This will allow the wax to fully pool to the edge of the vessel, creating an even burn. If your burn your candle for less than 2 hours, the wax may not burn evenly and can reduce the overall burn time. Always make sure you trim the wick to max 4mm, and make sure it is centred.

How long a Candalia candle would last?

Our 220g/30cl candles will burn for up to 45 hours long.

Our 77g/9cl candles will burn for up to 15 hours.

How long a Candalia diffusers would last?

Our 200ml diffusers will last for up to 8-10 weeks.

Are Candalia candles and diffusers made in England?

Our luxury candles and diffusers are produced and hand-poured here in the UK. We are aiming to source all our components from the UK as well as work with local businesses to support our economy and reduce our carbon footprint.

What kind of wax Candalia candles made from?

Each candle is hand-poured in England using premium soy, rapeseed, coconut and beeswax.

Are Candalia diffusers Alcohol free?

All our diffusers are all alcohol free and use Augeo as their base, which is 100% natural and non-toxic.

What kind of wick Candalia candles have?

The wicks of Candalia candles are made from natural cotton fibres and lead free.

Are Candalia candles ad diffusers safe during pregnancy?

All our candles and diffusers are safe to use during pregnancy.

Do you offer wholesale?

If you are interested in working with Candalia on a wholesale basis, however large or small, please email – [email protected]