Living Light Candles accepts orders 24 hours a day, 7 days a week. Orders are processed in the order that they are received and are shipped from our location in the Vale of Glamorgan using Hermes courier services. At this present time Living Light Candles only ships within the United Kingdom but if you are interested in receiving one of our candles and you live outside of the U.K please contact us before placing your order so we can inform you of the postage costs.
At this moment in time we only accept payments via PayPal. If you do not have a payment account, you can still purchase one of our candles. Simply use the guest checkout process where you will be able to use a valid credit or debit card to send your payment. All payments are encrypted via the PayPal website.
All candles can be returned within 10 days of them being received. If 10 days have passed since you have received your candle we won't be able to offer a refund or exchange. If the candle has been used you cannot return your item. To be eligible for a return, your item must be unused and in the same condition that you received it, including all packaging. To complete your return, we require a receipt or proof of your purchase including your order number. There are certain situations where only partial refunds are granted (if applicable). Any item not in its original condition, is damaged, used or missing parts for reasons not due to our error. Any item that is returned more than 10 days after delivery will incur a charge of £10 for restocking fee's to the customer/s account.
MISSING ITEMS/BROKEN CANDLES
You can file a claim to on missing items or broken candles within 5 working days of the expected delivery date. Claims outside the 5 working days are automatically considered as invalid.
We will cancel any order that has not already been processed (made and shipped). If a tracking number has been created for the order, it is in the carriers hands and you must return the product(s) for us to issue a refund. Returns postage is paid for by the customer. You may email us to cancel though this way is subject to our customer service being able to get to your email before shipment.
Living Light Candles reserves the right to charge a fixed fee to customers of £10 to restock your candles if they are cancelled and unfulfilled as all payment gateways commissions are non refundable and the product has to be restocked for other customers.
LOST OR STOLEN PACKAGES
If the package shows delivered to your address but is missing you must report the loss to us within 5 days of receiving your order. Once you have reported your lost package, we will launch an inquiry with our carrier about the lost package. We will then attempt to have it recovered. If the carrier declares the package to be lost, we will re-ship your order to you at no charge if stock is available. We are not responsible for packages that are delivered to a wrong address due to incorrect or incomplete shipping address information being provided by the customer.