Delivery & Returns
Randall’s Candles Ltd offers its candle making materials at the most competitive possible prices and we also set fair postage pricing that reflects the actual handling, packaging and shipping costs of each item.
Royal Mail carry out all of our deliveries up to 2kg. The pricing is weight based. The basket will calculate the weight and show the cost at checkout.
- Royal Mail second class sends up to 2kg – Over 2kg is sent by Courier Service.
- We aim to dispatch your order within 2 working days
If you select Express Courier at checkout, we usually use DPD, UKMAIL or DHL who deliver within 2 working days, though for the vast majority this is normally the next working day following dispatch. *
For more detailed information, please see the details below.
All our prices are subject to VAT at the prevailing rate. Customers in Northern Ireland, Ireland, Channel Islands and other islands should contact us direct for a quotation before ordering: our contact details are: email@example.com
For any orders outside of the UK, while we have not charged VAT on your purchase, you may be subject to local VAT and import charges in the country of destination. These charges are for the purchaser and Randall's Candles do not accept liability for this.
All orders are processed Monday- Friday. We endeavour to dispatch within two working days, although during busy times this might increase. Royal mail second class takes 3-5 working days to arrive, though in busier seasons they say to allow up to 10 working days. If sent by courier If you require a quicker service, please select the option or contact us before ordering.
All orders containing flammable products will be sent via our chosen courier to ensure we comply with DGN. This will result in a request for further shipping depending on the volume and the location.
Unless otherwise stated when you place your order, all our couriers use their own discretion to leave orders in a safe place or with a neighbour. If you do not want this then please add this information on every order in the comments section, otherwise your chosen shipping method will assume you are in agreement with their policies.
We reserve the right to refuse to ship at the price shown on the system if it is uneconomic or there is an error.
Orders with a total weight of under 2kg are shipped by Royal Mail Second Class post and all others by courier. Royal Mail tends to take 3 – 5 working days to arrive. If you are likely to be out when the delivery arrives, please leave a comment saying where the package can be left on your premises (eg “behind the garden gate” or” with neighbour”). This only applies to orders than can not fit through a letter box. If they are unable to deliver the order will be left in a safe place at their discretion or returned to the depot for a 2nd attempted delivery. If this is also unsuccessful it will be returned to us at a cost which will be deducted from the order value as well as the original shipping price.
If you need your order quickly, we can send your package by either first class post or DPD next available working day delivery (we will use our own discretion which courier service to use to ensure minimal delays, if you have a preference please add this comment when ordering). Please select the option at the checkout screen. Royal Mail 1st class can be from 1 – 3 working days. Courier is next available working day delivery, guaranteed within 2 working days*. We can quote for guaranteed next day delivery and weekend delivery, please call us on 01945 880247. If there is no one available to accept the delivery then the courier will use their discretion to leave the order in a safe place or it will be returned to the depot for a 2nd attempted delivery. If this is also unsuccessful it will be returned to us at a cost which will be deducted from the order value as well as the original shipping cost. To try to avoid failed deliveries we recommend downloading your chosen couriers app to enable you to make any necessary changes.
DPD now use Ship to Shop, this means if they are unable to deliver to your house after the 1st attempt then they will deliver to the nearest designated shop for you to collect from. This has many benefits as well as reducing their carbon footprint. It also enables the customer to collect their order at an earlier more convenient time with reduced costs.
You can get in touch with us about your order in several ways by using the contact form on the Contact Us page or if your query is specifically about an order email us at firstname.lastname@example.org or call us on 01945 880247 and speak to one of our helpful team.
Where we offer Free Delivery (UK mainland*) on a product**, this will be by Economy carrier and applies to that product only unless otherwise stated, this excludes orders including wax. In other words, if you order other products in the same order, they will attract their usual delivery charge, such as wax. Free delivery is for orders that are over £99 excluding VAT and delivery and not including wax. Free delivery is to what our courier considers UK mainland only.
If you are charged shipping for your order and you have set over £99 before VAT and postage are charged then we will refund you the cost of the shipping. If your order includes wax but the rest of the value of your order exceeds £99 (before VAT and postage) we will of course refund the shipping cost proportionately. If you have any queries please just get in touch.
The postage calculator on this website handles most European countries plus several outside. If it does not give you an option to your country, then please contact us regarding the cost.
Note, it is not possible to cover every cost scenario for international shipping. We reserve the right to refuse to ship at the price shown on the system if it is uneconomic or there is an error. If you suspect an error, please contact us and we will resolve it.
Unless otherwise stated in the product description, we aim to dispatch all orders within two working days. We will keep you fully up to date with your order’s progress by email. We only offer courier delivery. Please allow longer for international orders; if you chose standard shipping please allow a minimum of 10 working days from dispatch to arrive.
We reserve the right to accept or reject orders, or to close an account at our discretion.
For any orders outside of the UK, while we have not charged VAT on your purchase, you may be subject to local VAT and import charges.
* Excludes ‘Highlands & Islands’ which are defined by our courier companies, which will take longer to deliver.
**Excludes orders containing wax.
If your order is under £150 then it will be sent with DHL and may require further shipping.
If you require your order to go to via a freight forwarder then payment must be made via debit or credit card and not through PayPal.
It is the customer/purchasers responsibility to ensure they cover and pay for all fees and customs at the receiving end. Randall's Candles are not responsible for customs and fees. If the order is returned to us due to unpaid customs/fees or not collected/delivered then we will refund the order on its return minus any fees and delivery charges which is normally double the initial shipping.
We regret to inform you that we will no longer be offering international shipping services as standard. Please email us direct with items you would like to be invoiced for as well as your shipping address and we will happily provide a quote which will require payment upfront. Please note as per our earlier terms we are not liable for customs or fees and should the order be returned to us we will refund the monies minus the cost of the initial shipping and the cost of the return shipping and any fees incurred.
We are grateful for the support we have received from customers around the world. Please email email@example.com for a direct shipping quote.
At our online store, we offer a variety of high-quality products to enhance your life and bring joy to your daily routine. We understand that sometimes, despite our best efforts, a product may not meet your expectations or needs. Therefore, we want to be transparent and communicate that some of our products are non-refundable.
Our non-refundable products are clearly labeled as such on our website, so you can make an informed decision before making a purchase. These products include items that are made to order or customised to your specific preferences, as well as products that are deemed perishable or consumable, such as certain types of beauty and personal care products and ingredients that go into them.
We take pride in the quality of our products and are committed to providing you with the best possible shopping experience. If you have any questions or concerns about our non-refundable products, please don't hesitate to reach out to our customer service team, who will be happy to assist you.
Thank you for choosing our store for your shopping needs, and we look forward to serving you with the highest quality products and customer service.
We offer a no quibble money back guarantee**. Simply return the item(s) to us and if it is because of our error, we will refund both your purchase price plus your original postage costs. For all queries and returns we will ask to see the full invoice so please ensure this is available.
If you do receive an incorrect or damaged item, please do contact us first, and we will do everything we can to correct this to your satisfaction. If you have a missing item then please ensure that any disputes are raised within 10 working days to us. After this we will not be able to raise any claims if a resolution is not agreed within this time frame. If you have a damaged or lost item please ensure it is raised to both ourselves and your chosen delivery method with 5 working days of receiving your order. If we raise an issue then please respond back to us within 5 working days with an agreed resolution. If we do not hear back from you within 20 working days we will assume it is resolved and no further action is needed and your case will be closed.
You may return most new, unopened items within 30 days of purchase for a full refund. We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). If your package is returned to us and is not as a result of our fault; we reserve the right to refund the amount of the order minus the cost of the original shipping/postage and for the cost of the returned item back to us.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply contact us with the specific details at firstname.lastname@example.org We’ll notify you via e-mail of your refund once we’ve received and processed the returned item.
Please ensure you take a picture of the invoice and any items you are querying and send to us along with your concern. This may include images of damaged items or boxes as well as incorrect items.
** This does not apply to Fragrance Oils. As they can be used in bath and body products. We can only accept a return on 500ml, 1 litre and 5 litres where the tamper proof lid is undamaged (so not opened). We recommend buying a 10ml sample to check you are happy with the oil before buying a larger quantity.