Customer care & FAQs
Orders, delivery, returns and how to look after your candles — the short answers, with links to the full policies.
Orders & delivery
Every order goes by Royal Mail Tracked. UK delivery is £4.95, free on orders over £40, and usually arrives 1–3 working days after dispatch. Delivery to Europe is £9.95, free on orders over £100, usually 3–7 working days. In London, hand delivery is free on request: email us with your order number.
Orders placed by 12pm (UK time), Monday to Saturday, are dispatched the same day; later orders go out on the next dispatch day. You'll get a tracking link by email as soon as your order ships.
Returns & refunds
If something isn't right, you can return unused items — please email us first so we can help. Approved refunds go back to your original payment method.
Taper candle care
Trim the wick to about 5 mm before each burn, keep pairs away from draughts, and always use a holder that grips the base firmly.
Sculptural candle care
Sculptural shapes burn differently to tapers — always place them on a heatproof dish, as the form softens as it burns.
Candle holders & compatibility
Our tapers fit most classic holders, including our own. If a fit is loose, a small wax drip in the cup holds the candle straight.
Product information
Every candle is hand-poured in London in small batches, so shade and surface can vary slightly piece to piece. Materials, dimensions and burn times are listed on each product page.
Anything else — get in touch.