Terms of service
These terms apply to every order placed on floscandlehouse.com. The website is run by Flo’s Candle House, based in Caldicot, Monmouthshire, Wales (“I”, “me”). Please read them before ordering. Nothing in these terms affects your statutory rights as a consumer.
1. Ordering
When you place an order, you’re making an offer to buy. Your order is accepted when I email you to confirm it. I may decline an order, for example if a product is unavailable or a price has been shown in error; if so, I’ll let you know and refund you in full. You must be 18 or over to place an order.
2. Handmade products
Every candle is hand-poured and hand-finished, so small variations in colour, shape and finish are natural and not a fault. Colours may look slightly different on screen. Soy wax can develop a soft white “bloom”, which is natural and does not affect the candle.
3. Prices and payment
Prices are in pounds sterling and include free UK delivery. I’m not VAT registered, so no VAT is added. Payment is taken in full when you order. Discounts and offers are subject to the terms shown with them and can’t be combined unless stated.
4. Delivery
Delivery is covered by my Shipping Policy. Delivery times are estimates. Your order is my responsibility until it’s delivered to the address you gave.
5. Cancellations, returns and refunds
Your rights to cancel or return an order are set out in my Refund Policy. If an item is faulty, damaged or not as described, you’re entitled to a remedy under the Consumer Rights Act 2015.
6. Using candles safely
Please follow the safety instructions on the product page and the CLP safety label on every product. Never leave a burning candle unattended, burn it on a heatproof surface, and keep it away from children, pets, draughts and anything that can catch fire. Wax melts must only be used in a suitable wax burner, following the burner’s instructions.
7. Custom, corporate and wedding orders
Bespoke orders, including custom colours agreed with me, branded corporate candles and wedding favours, are made to your specification. Prices, timescales, deposits and sample approval are agreed in writing before work starts.
8. Liability
I’m responsible for loss or damage you suffer that is a foreseeable result of me breaking these terms or failing to use reasonable care. I’m not responsible for losses that aren’t foreseeable, or for damage caused by using a product against its safety instructions. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that can’t be limited by law.
9. Intellectual property
The designs, photographs and text on this website belong to Flo’s Candle House and may not be copied or used without permission.
10. Privacy
How I use your personal information is explained in my Privacy Policy.
11. The website
This store runs on Shopify. Purchases are made directly with Flo’s Candle House, not with Shopify.
12. Changes to these terms
I may update these terms from time to time. The version shown on this page when you place your order is the one that applies to it.
13. Law and disputes
These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you can also bring proceedings in your local courts. If you have a problem, please email me first at floscandlehouse@gmail.com and I’ll do my best to put it right.