SHIPPING AND RETURNS
Processing Time
We strive to have your order processed within 7 working days of receiving your order. Each product is made to order and during busy periods handling time may be delayed. If any delays are expected you will be contacted. If you have any questions regarding your order, please email stacey@collierycandlecompany.co.uk
We ship weekdays and we do not ship on bank holidays, public holidays or weekends.
Shipping & Delivery
Colliery Candle Company use many different shipping methods, including the Royal Mail. You will receive a confirmation email when we have received your order. You will receive a second email confirming shipment. It is the responsibility of the customer to provide Colliery Candle Company with the correct delivery address. Colliery Candle Company will take no responsibility for lost items if you have provided the wrong delivery information.
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Damaged Goods
At Colliery Candle Company we aim to package your purchases in such a way that no damage should occur during transit and they arrive to you in perfect condition. Should you receive any item that you are not satisfied with, you must contact us within 48 hours. You can contact us via email: stacey@collierycandlecompany.co.uk. In your email to us please provide your order reference number and contact details as well as submitting supporting evidence of any problems. Should your items be badly damaged, we recommend that you do not accept these from the courier.
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Returns
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We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at stacey@collierycandlecompany.co.uk. If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at stacey@collierycandlecompany.co.uk
Refunds
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Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Sale or Discounted items
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Only regular priced items may be refunded, unfortunately no sale items can be refunded. If you have used a discount code for your purchases, these items are also not eligible for a refund or exchange.
Shipping
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To return your product, please first contact us via email: stacey@collierycandlecompany.co.uk where you will be provided the shipping address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
We advise using a trackable shipping service or purchasing shipping insurance. We advise that it is the customers responsibility to ensure the safe return of products to us, and do not take responsibility if the products are lost in transit.
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