Delivery and Returns

Your Order with White Candle

Where stock permits, your order is generally dispatched within 3-4 days after receipt of cleared payment. Most of our deliveries will be made by Royal Mail, City Link, or Parcel Force although this may depend on the final size, weight or destination of the package.

White Candle deliver to all postal areas in the UK, including England, Wales, Scotland, Northern Ireland and the Channel Islands. White Candle also deliver to the majority of Europe. For other regions please contact us for further information.

In stock items for UK Mainland delivery should arrive within 7 working days, other regions will vary. In the event that an item is temporarily out of stock, we will notify you of the delay and despatch it as soon as it arrives. We will only charge you for delivery once per order.

Does your order contain furniture?

If your order includes furniture items, or items that are large or bulky, it will usually take about 14-20 days to deliver your order as special arrangements are usually required.

The following items are classed as furniture or bulky items:

Desks, chairs, drawers, cabinets, drink globes, wine cabinets/storage, mirrors, some wall art, partition screens, cd storage, TV units and all items listed under our furniture section.

Are you ordering fresh or handmade products?

If your order includes items from our bathroom heaven range some of these items are made to order (hence fresh!). You should allow up to 7 working days for delivery. Please advise us if this item is of an urgent nature.

Signing for your order

A signature may be required for all orders. Please use a delivery address where someone will be available to sign for your delivery. If your parcel requires a signature and there is no-one available to sign for your parcel at your address a card will be left by the delivery company.

If you are not in when we deliver

If sent by courier, our carrier will attempt to deliver a maximum of three times. After three delivery attempts the courier will take the parcel back to the nearest depot and you will be required to collect the item within 5 days.

If you do not collect the item it will be returned to White Candle. If you require us to redeliver it will be necessary to pay an additional delivery charge.

If you need to change the delivery date

If sent by courier: To arrange a new delivery date or alternatively collect the parcel from your local depot use the card left by the driver. 

What is included in our delivery charges

Our shipping fees include handling and packing fees as well as postage costs. We advise you to group your items in one order. We cannot usually group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be securely packaged, with special care taken to protect fragile objects.

Our packing boxes are amply sized and your items are well-protected. Our packing material is from sustainable resources.

What if you need to make a return to White Candle?

For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. If you prefer, we will arrange to collect the products from you (see below), but the cost of this will be charged to you and will be deducted from any refund to you.

We will only refund the costs of postage where the item returned is faulty. We will arrange a courier collection if the item is faulty, we will do this up to two times. Failure to allow a collection after the second attempt will require you to send the item back to White Candle using your own method and cost.

To return any products to us:

1. Email customer.service@whitecandle.co.uk to notify of a return. This is important as we need to authorise a return. Any unauthorised return will be refused and no refund will be processed.

2. Pack the item(s) back in the parcel, attach the invoice and send it back to us. Please make sure that all packaging is complete. Any item received without its packaging may result in a refused return or partial refund.

3. Send the item(s) to: (not necessary if we arrange a collection)

Returns Department,
White Candle,

UNIT 4 The Shade Business Park

Barcham Road

Soham

ELY

Cambridgeshire

CB7 5HF


 

When returning items you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels lost in transit.

If White Candle arranges a collection:

• The item can only be collected from the address we delivered to. We cannot collect from addresses where the product has been relocated or fowarded to.
  
• The item must be in the original packaging and complete. A collection will be rejected but you will be charged for the collection even if incomplete.
• We will collect up to two times. If you are not in when we attempt the collection then this cost will be deducted from your refund.
  

A refund is processed within 10 working days.

What if your delivery arrived with damages?

If any part of your order arrives damaged you are required to contact customer.service@whitecandle.co.uk within 3 days of receipt of order otherwise we may not be able to replace items.

You will be asked to supply us photographic evidence of damaged items so that White Candle can make a damages claim with our courier. If photographic evidence is not provided White Candle may not be able to replace a damaged item.