WHY HAVE YOU SET UP A DIFFERENT WEBSITE?

As a result of the administrative frictions and costs caused by Brexit, we have established a separate company to serve our customers who are based in the European Union. You will be able to purchase on a dedicated EU website and we will fulfil your order from our distribution centre in the Netherlands - therefore your purchase will attract only local sales tax and will not be subject to customs charges. If you are a VAT-registered business, you will not pay sales tax/VAT if you correctly enter the VAT number. If you are a Netherlands-based business, different rules will apply.

DO YOU STOCK THE SAME ITEMS AS CANDLE-SHACK.CO.UK?

You can expect similar product lines, yes. There will always be some variation in what is stocked in our Scottish warehouse compared to our Netherlands warehouse, and this will be reflected in what is available to purchase on each website. In our first couple of weeks we expect to be temporarily short of candle wicks, 50g and 100g bottles of fragrance oil and reeds but are working hard to get these items in stock for you as quickly as possible.

CAN I STILL ORDER FROM THE UK WEBSITE?

Yes, if you wish you can still shop on our candle-shack.co.uk website but please note that you will be subject to customs charges for any items shipped out of the UK and into the EU.

CAN I SEE MY PREVIOUS ORDER HISTORY?

Yes, any purchases you have made on candle-shack.co.uk will continue to be visible on that website. Please note that as candleshack.com is a separate business, we are unable to link previous history to your new account.

DO I NEED TO PAY CUSTOMS DUTY OR SALES TAX?

If you are based in the EU and shop on candleshack.com, the local sales tax for your country will be added to your purchase and it will not be subject to customs duty as this will be an EU transaction made and fulfilled in the EU. If you are a VAT-registered business, you will not pay sales tax/VAT as long as you correctly enter the VAT number. If you are a Netherlands-based business, you will pay local VAT at 21%.

WHAT COURIER DO YOU USE? CAN I COLLECT MY ORDER?

We are launching delivery using DPD as our carrier. While at this time we are not able to offer local collections, we will continuously review service options for our customers.

HOW DO I CONTACT EU CUSTOMER SUPPORT?

You can email us at support@candleshack.com or call us at +31 858881003. We will be available Monday to Friday 10.00-18.00 and offer support in English.