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Frequently Asked Questions

Frequently Asked Questions

Below is a list of frequently asked questions. However, if your query is not answered then please do not hesitate to contact us directly and we will be happy to help. We will endeavour to get back to you within 24 hours.

Placing an order

Is it safe to order online?
All orders can be processed online in an entirely secure environment. We use Sage Pay as our payment provider.

What are your payment methods?
All the major cards are accepted. We accept Visa, Delta, Mastercard, Switch, Visa Electron and Solo. There is a standard charge of 1.9% when using credit card but no charge when using a debit card.

How do I know if an item is out of stock?

The website carries current stock levels but we will contact you by phone if any of the items on your order are out of stock.

Can I change or add to an order?

Yes. Just call us on 0844 800 9969 and we will be more than happy to help.

Delivery

How long will my order take to be delivered?

Standard delivery is time is 1-2 working days on our courier service and 2-4 days on our Royal Mail packet post service However, Casa Candles cannot be responsible if this expected delivery time is exceeded.

Can I have my order delivered to a different address?

Yes. When you place your order you can add a different delivery address. If the billing address is different to your delivery address the invoice will always be sent to your billing address.

How much will my delivery cost?

Please see our delivery page for full details of delivery costs.

Can I cancel my order?
If you wish to cancel your order, you must inform us immediately. If the order has already been despatched you will be responsible for returning the goods in the condition they were originally sent and paying for the delivery charges.

Returns

What should I do if the goods I received were damaged?

If you receive damaged goods, you must inform us immediately via email or telephone (the details of which can be found on our homepage) within 2 days of delivery. Any damaged goods must be returned to us, there are no exceptions to this rule. We do not accept any goods with visible or obvious damages. If you desire a refund, you will be refunded the full amount including the original delivery charges. 

What do I do if I wish to return my product?

If you are not happy with your purchase, you may return your goods to us within 7 days of receipt of delivery. We must receive the goods in perfect condition and in their original packaging. We will not accept refunds if the products have been used or have been sent in an unsuitable condition.

When items are returned you will be issued a refund for the products but not for the original delivery charges. When returning items you are recommended to keep a proof of posting. However, proof of posting will not be accepted as proof of delivery. We will not accept responsibility for lost or damaged parcels.