At Stately Candles, we take pride in our customer service, as well as the quality of our products. In the unlikely event that an issue arises, we aim to resolve them as quickly and effectively as possible. 

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.

Please note, we can not cover the cost of any return shipping charges, unless the item you received was damaged, faulty or incorrect. It is at the buyer's discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund. Items sent back to us without first requesting a return will not be accepted.

Cancellation of Order:

We are unfortunately unable to cancel your order once it has been dispatched. Should you wish to cancel your order, please email support@statelycandles.com and we will do our very best to help, or offer our advice on next steps.

Damages and issues

All of our products are thoroughly inspected to ensure they are of the highest quality before being dispatched. Once the shipment is processed, we rely on Royal Mail to safely deliver your parcel.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

In the event that your parcel has arrived damaged, it will be replaced immediately, upon providing a photo of each damaged item to support@statelycandles.com, as soon as it is discovered.

If an item is unfortunately out of stock, a full refund to the value of the broken item will be provided.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Please note, all of our fragranced wax products contain natural ingredients. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes) or frosting/colour changes (a natural occurrence in soy wax). None of these surface imperfections will negatively affect the performance of the product and therefore are not criteria fitting of damage or faults.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Once we’ve received and inspected your return, if approved, the total value of the item/s returned to us, will be refunded to your original payment method.

The refunded amount will show in your account within 7 working days.

Shipping Service:

All orders are sent via Royal Mail. The speed of your delivery depends on the shipping speed selected at checkout. 

Tracking:

 Tracking is placed on each order. If an order has gone missing, please contact us and we will do our best to track it down for you.

Lost Shipments: 

In order to conclude a parcel has been lost, a period of 7 working days from the shipped date must expire. In this event, please contact support@statelycandles.com, and a member of our team will begin an investigation into its whereabouts. 

Returns 

In the unlikely event that you are unhappy with a product you've received, we will be happy to refund the cost of that item, so long as the below measures are followed:

The item/s you wish to return must be:

- Received within the last 14 days

- Unopened and unused

- Remain in their original packaging and in perfect condition

- Arrive safely back to us, without damage

If one or more of the above criteria is not met, we will be unable to process a refund.