1. Shipping and delivery policy

1. UK shipping partner: All orders are shipped via Royal Mail.
2. Tracking: For security and reliability, all parcels are dispatched using a tracked service.
3. UK coverage: Shipping costs are included in the purchase price for all deliveries across the UK, including the Highlands and Islands.
4. International shipping: We are currently unable to offer standard international shipping services.
5. Ad hoc international requests: Customers requiring international shipping can contact support@croftwylde.co.uk with their details to ask whether shipping may be possible on an ad hoc basis.

2. Returns overview and eligibility

1. Return period: Our refund and returns policy lasts 60 days. If 60 days have passed since your purchase, we ordinarily cannot offer you a full refund or exchange, but you are welcome to contact us to enquire whether a refund or return is possible on an ad hoc basis.
2. Eligibility: To be eligible for a return, the product must be unused (unlit, wick untrimmed) and in the same condition that you received it. It must also be in the original packaging and in a re-saleable condition.
3. Proof of purchase: To complete your return, we require a receipt or proof of purchase.
4. Packaging guidance: Please do not post any items for refund or replacement without first confirming with us via email.

3. Non-returnable items

The following items are exempt from being returned:

1. Non-physical goods: Gift cards and downloadable products.
2. Used products: Any candle that has been lit or used (unless defective/damaged - see Section 5).

4. Partial refunds

There are certain situations where only partial refunds may be granted:

1. Condition of item: Any item not in its original condition, which is damaged or missing parts for reasons not due to our error.
2. Late return: Any item that is returned more than 60 days after delivery.
3. Used goods: Used products returned without prior agreement (may be refused entirely or incur a restocking fee).

5. Refunds process

1. Inspection: 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 status of your refund.
2. Approval: If you are approved, your refund will be processed, and a credit will automatically be applied to your original payment method, and funds should clear into your account within seven to 10 business days.
3. Sale items: Sale items may be exchanged for a like-for-like product where appropriate (such as owing to defects or damage on our part), or refunded for the amount you paid for the product. Sale items cannot be exchanged for a refund in the amount of a regularly price product or for an amount exceeding the amount you paid for the product.

6. Late or missing refunds

If you have not received an approved refund, please follow these steps:

1. Check bank account: First, check your bank account again and refresh the page.
2. Contact card company or bank: If the refund is not showing on your statement, contact your card company or bank, as it may take some time before your refund goes through.
3. Contact us: If you’ve done all of this and still have not received your refund, please contact us at support@croftwylde.co.uk.

7. Exchanges (defective or damaged items)

1. Only for damage/defects: We only replace items if they are defective or damaged upon arrival. You will need proof of any damage in the form of image(s) as close to the delivery date as possible.
2. Exchange request: If you need to exchange a damaged or defective item for the same item, contact support@croftwylde.co.uk with details of delivery including proof of damage.
3. Shipping instructions: Once we have received your request, we will let you know whether it has been approved, including sharing address and postage details for sending the product(s) back to us.

8. Shipping returns

1. Return address: To return your product, you should send the item(s) to the address we provide you during email correspondence in relation to your return/refund request.
2. Return shipping costs: We will cover the cost of postage when sending your item(s) back to us, capped at the cost of Royal Mail's tracked (48 hours) service or GBP£5, whichever is lower. This does not limit your right to use higher rate Royal Mail postage options, but if these exceed GBP £5, you will need to cover the rest of the cost yourself. Please note, we will only cover the shipping cost where a Royal Mail tracked service is used. This does not limit your right to use an alternative shipping provider, but we will not be able to cover the cost of shipping if you do, nor will we be responsible for covering the cost of any item(s) lost in transit or not received by us should you choose to use an alternative shipping provider or service.
3. UK returns only: Our return shipping costs policy only applies to returns, exchanges or refunds relating to product(s) sold and delivered to a UK address, including Highlands and Islands. We will not be able to cover the cost of any item(s) sent from a location outside of this geographical area. If you need to return product(s) that we shipped internationally in line with our ad hoc international requests policy, please get in touch in the first instance to explore options.

9. Need help?

1. Contact us at support@croftwylde.co.uk for questions related to refunds and returns.