Delivery & returns
Every candle is hand-poured to order in our studio in Caldicot, Wales, then posted to you by tracked Royal Mail, free of charge.
Free
Tracked UK delivery
On every order, with no minimum spend.
3–5 days
Made to order, then posted
Dispatched within 3–5 working days, Monday to Friday.
14 days
To change your mind
Send it back unused and unlit for a full refund.
Ordering for Christmas?
Order by 10 December for delivery before Christmas. Need it by a certain date? Message us before you order and we'll tell you honestly whether we can make it in time.
Delivery
- Free tracked Royal Mail delivery on every order, with no minimum spend.
- Dispatched within 3–5 working days (Monday to Friday, excluding bank holidays).
- You'll get a tracking number by email as soon as your order is on its way.
- Delivery times are estimates, not guarantees.
- UK addresses only. We don't currently ship internationally.
Custom, corporate and wedding orders
These follow the timescale we agree when you order. See corporate gifting and wedding hire for details.
Lost parcels and wrong addresses
If your tracking hasn't moved for 10 working days, get in touch and we'll chase it with Royal Mail. Please check your delivery address carefully at checkout. If a parcel comes back to us because of an incorrect address, we'll resend it once you confirm the right one.
Damaged or faulty?
If your order arrives damaged, faulty or not as described, email us within 48 hours of delivery with a photo. We'll remake and resend it at no cost, or give you a full refund if you'd prefer. This doesn't affect your rights under the Consumer Rights Act 2015.
Returns
- Changed your mind? You can cancel within 14 days of delivery, no reason needed.
- Email us at floscandlehouse@gmail.com and we'll send you the return address.
- Send the item back within 14 days of telling us. Items must be unused and unlit, in their original packaging.
- Return postage is paid by you. We recommend a tracked service, as returns are your responsibility until they reach us.
- We'll refund the full price, including the original delivery cost, within 14 days of receiving the return.
Bespoke orders (custom colours agreed with us, branded corporate candles and wedding favours) are made to your specification, so they can only be returned if faulty. Full details are in our refund policy and delivery policy.
Any questions about your order?
Message us with your order number and we'll help.