Shipping & Returns
Shipping
- Free UK shipping on all orders £55+
- Standard UK delivery: Royal Mail Tracked 48 - £3.99
- Despatch: up to 5 working days
- Need tracking? Email contact@thenorthumberlandcandlecompany.com
- Missing parcel? Royal Mail investigations can begin 10 working days after dispatch.
Returns - Non-faulty
We'll accept returns or exchanges within 14 days of receipt, provided the product is:
- Unused, unlit and unopened
- In its original packaging
- Re-saleable condition
To start a return, email contact@thenorthumberlandcandlecompany.com with your order number and the items you'd like to return. We'll send instructions within 48 hours.
Return postage is the buyer's responsibility. We recommend a tracked service - we can't refund items lost in transit. Once we receive the return, refunds (minus original shipping) are processed within 7-10 working days.
Sets must be returned as a complete set. Gifts can only be returned by the original purchaser.
Damaged in Transit
We pack everything carefully, but accidents happen. If your order arrives damaged, email us within 48 hours with:
- Your order number
- Photos of the packaging
- Photos of the damaged item
We'll get a replacement out to you straight away - no need to send the damaged item back.
Faulty Products
If you think there's a fault, get in touch first and we'll do everything we can to fix it. If we can't, we'll cover the return postage and replace the item like-for-like.
Get in Touch
For all shipping and returns enquiries, please email contact@thenorthumberlandcandlecompany.com.