Delivery & Returns
When will my order dispatch?
How much is delivery?
Shipping costs vary depending on your location, weight and number of boxes required to ship your goods.
We offer a shipping calculator in the cart and pre-checkout, so that you can calculate your shipping before you start the checkout process.
Customers are welcome to arrange their own courier if they wish. To arrange this, please contact email@example.com with the items and quantities you require, and your shipping and billing addresses. An invoice will be raised for your order and as soon as it is picked, checked and packed, you will receive an email from us confirming the dimensions and weight of the parcels. This will allow you to contact your courier and book the collection.
Where do you ship to?
From this site, we ship everywhere in Europe with a few exceptions: UK, Malta, Ukraine, Iceland, Turkey, Jersey, Guernsey, Gibraltar.
If you're in the UK or looking to ship elsewhere in the world, head to our UK & ROW site here.
Can I return my goods?
Yes, if you need to return an item, please get in touch with firstname.lastname@example.org and we will be able to assist you.
Returns must be requested within 14 days of receipt of the goods. The item must be in sellable condition and returned at your own cost. When the return is approved by customer services, we must receive the item within 28 days of the original delivery. Items returned to us that arrive damaged or lost will not be credited.
Goods must be returned in the original packaging or if not available protective packaging must be used. We do not accept returns of liquid-based products, hand wash or hand lotion or wicks due to the nature of these products and the fact that they can be tampered with. Please try our sample sizes of these products first to make sure you are happy with the performance.
What if my goods arrived damaged?
Goods damaged in transit will be refunded or replaced at our discretion. We will attempt wherever possible to replace broken items, but in the case of glass, which is both fragile and heavy, we may choose to provide a refund instead.
Please be advised that our jars are only available for purchase in packs of six. Consequently, we can only offer a refund for the damaged items.
Please inform us of any damaged goods within three days of receiving the order at email@example.com.
LIQUIDS: If your fragrance, Augeo or any other liquid arrives damaged or has leaked in transit, please do not open the bottle. Place the bottle on a digital scale and send photos of this and any other damage to firstname.lastname@example.org. Please note we cannot replace any fragrance if the seal on the bottle has been broken.
WHERE IS MY ORDER?
Our parcels come with a tracking link in delivery dispatched email to track your order with DPD.
We don't currently offer live tracking for pallets but you can contact us to get updates at email@example.com
Do you have a shop I can visit?
No, we only accept orders online. Our warehouse offers a click-and-collect delivery option for nearby areas. Unfortunately, we won't be able to sell to you or offer to show you products on site. If you're looking for fragrance samples, please order a wax melt sample or a small 50g bottle of your desired fragrance.
ORDERS & ACCOUNTS
I forgot to add an item, CAN I ADD IT TO MY EXISTING ORDER?
It depends on where your order is in our system. If it hasn't been processed yet we would be happy to add things to your order. To do so, please contact our team at +31 85 888 1003 or firstname.lastname@example.org.
Unfortunately, once it has been processed, we won't be able to combine orders due to the volume of orders we receive each day.
If you wish to cancel your original order and re-order with additional items, it may be possible to do so if the order has not yet been picked off the shelves.
My order is missing items
When you receive your order, please empty and check the entire contents of each box. Small items such as dye are sometimes packed inside bigger items to help keep them secure. Please check all packaging and padding thoroughly.
If you have an item missing from your delivery, please send an email with your name, order number and which items are missing to email@example.com.
If you were expecting more than one box to be delivered, please check your tracking information via the DPD app and contact us at firstname.lastname@example.org with your name and order number. We number the boxes in each consignment, please let us know which boxes you have received i.e. 1 of 3 and 3 of 3.
Who are you?
Candle Shack is a trading name of Candle Shack BV. We are a registered Dutch company. Our registration number is 83548939, and our registered address is Edisonweg 23, Echt, 6101 XJ, Netherlands.
What do you do with my data?
We keep your name, address, and contact details like phone and email on our system to help us provide you with a better service and deal with any problems with your order or products. We may use the email address you give us to contact you if there is a problem with your order, but we don't send marketing emails unless you've opted in.
When you visit our website, we use third-party services from Google Analytics and Meta to collect standard internet log information and details of visitor behaviour patterns. We do this to find out such things as the number of visitors to the various parts of the site. This information is only processed in a way that does not identify anyone. We do not provide Google or Facebook with any of the personal data that you provide to us.
We will not share your information with any third parties for the purposes of direct marketing. We will share your information with the companies that help us provide our services to you, such as delivery companies. These companies will only use the information we give them to fulfil the service you have requested.
We do not store any payment details or credit card details you use for your purchase - that's all securely handled by the payment providers we use. If you ever want us to get rid of the personal information you've given us, please contact us at email@example.com, and we'll be happy to do so.
Are you a sustainable business?
We put ethics and sustainability first. We must be able to run our business without putting people or the planet at risk. All our waxes are sourced responsibly to avoid deforestation. We are continuously introducing new product lines that can be recycled. We stock metal candle containers that can be re-purposed or recycled. We use recyclable packaging wherever possible and our fragrance bottles are now made from aluminium, which is an infinitely recyclable material.
We are a living wage business and we only work with suppliers who abide by the same moral code.
Why Choose Candle Shack?
With so many suppliers on the market, why should you shop with us?
We are quality focused. We're the only candle making supplier to invest in a lab on site who test every product before it hits our shelves so you can be assured of the quality. We also care about teaching the next generation of candle makers, so our lab is constantly developing new and better ways to make safe and stunning home fragrance products.
We pride ourselves on being experts in fragrance with Cheryl, the co-founder, being a veteran in this field with over 15 years of experience.
With an innovation-driven team, we aim to set the trends and push the boundaries of the home fragrance industry. We create products that solve problems so you can focus on your craft.
All of the trademarks and logos displayed on this website (the ‘Trademarks’) are registered and unregistered trademarks of Candle Shack Limited or are trademarks and logos which Candle Shack Limited has been authorised to use and/or display on its website. Unauthorised use of any of the trademarks and logos appearing on this website is not permitted. It is not permitted to reuse our imagery to sell your own products without explicit permission.
Other inquiries? Let's chat.
Please email us at firstname.lastname@example.org