Last updated: [22 September 2026]

At Christmas Candles, we want you to be happy with your order. This policy explains when you’re entitled to a refund, replacement, or return, and how to request one.

To help us resolve your case quickly, please include where possible:

  • Clear photos or a video of the damaged/incorrect item
  • Your order number and the date you contacted us
  • A description of the issue

1. Order Delays

Because our products are shipped from overseas fulfilment centres, delivery can occasionally take longer than expected. An order is considered delayed, and eligible for review, if:

  • It has no tracking movement for an extended period, or
  • It has not arrived within 45 days of dispatch for orders shipped within the UK, or 60 days of dispatch for other cases (with some destinations taking longer due to customs processing)

If your tracking shows the parcel has reached your local delivery office but hasn’t been delivered (e.g. due to an incomplete address or a missed collection), please contact your local post office first this is often the fastest way to release the parcel.

2. Orders Not Received

If tracking shows your order as delivered but you haven’t received it, please check with neighbours/household members and your local delivery office first. If it genuinely hasn’t arrived, contact us and we’ll investigate with our courier this can take some time, but we’ll do our best to resolve it fairly.

If tracking shows an issue such as an incorrect address, “no such number,” refused delivery, or uncleared customs, please contact us as soon as possible so we can help sort it out these situations are usually easier to resolve quickly.

3. Damaged Products

  • Badly damaged item: full refund or replacement
  • Partially damaged item (minor cosmetic issues like loose threads or small scuffs are not covered): partial refund or replacement
  • Please report damage within 30 days of delivery, with photo or video evidence
  • We’re unable to offer refunds for damage limited to the outer packaging box, given the distances involved in international shipping

4. Incorrect or Missing Items

  • Wrong item sent: full refund or replacement
  • Wrong colour/size that doesn’t affect the product’s function: refund or resend, with a description/photo of the issue
  • Missing accessory or part that doesn’t affect function: partial refund or the missing part resent
  • Missing part that does affect function: full replacement sent

5. Order Cancellations

You can cancel your order for a full refund at any time before it has been processed for shipping. Once an order has entered processing or shipped, it can no longer be cancelled, but the options above (damage, incorrect item, etc.) will still apply if something goes wrong.

6. Returns

Because our products ship from overseas fulfilment centres, physical returns are often impractical return shipping can be expensive and slow, and items are frequently lost or damaged in transit. In most cases, we’ll resolve issues through a refund or replacement rather than asking you to return the item.

If a return is genuinely needed, we’ll provide instructions and the correct return address when we approve your request. Please don’t send items back without contacting us first, as unapproved returns cannot be processed.

7. What’s Not Covered

We’re unable to offer refunds or replacements for:

  • Simply changing your mind about a product
  • Ordering the wrong item or size when the correct option was clearly listed
  • An incorrect shipping address provided at checkout
  • Delays or losses caused by events beyond our control (severe weather, customs hold-ups, strikes, natural disasters, etc.)
  • Claims made without any supporting evidence where reasonably requested

8. How to Request a Refund or Replacement

Email us at contact@christmascandles.uk with your order number, a description of the issue, and photo/video evidence where relevant. We aim to respond within a reasonable timeframe and will keep you updated throughout.

9. Contact Us

Christmas Candles Email: contact@christmascandles.uk Address: 22 Dundasvale Court, Glasgow, Scotland, G4 0XE, United Kingdom