COMMON QUESTIONS - with ANSWERS
1) I CAN NOT GET THE WEBSITE TO WORK or PRICES not the same ? If the payment pages do not appear when you submit your order- This is generally down to security settings on your own computer preventing the payment pages from showing. If you are unable to rectify this yourself then you can send us your order in writing by email. Or request an order form. Check you have refreshed your screen and you are on www.onestopcandleshop.co.uk site, other third parties who list our site do not always update their links only the website at our website address as above and on contacts page is valid. 2) HOW DO I FIND SPECIFIC PRODUCTS? To find a specific product on the site, use the small search window on the home page, you can either type in the product code (i.e. 260) if you know it or a short description (1.e. flower candles), click search and all the pages with products related to your search will appear in the main window, click one to take you to the products. 3) WHAT HAPPENS TO MY PAYMENT IF MY GOODS ARE NOT READY? If you have paid by credit card or Cheque- we do not process your payment until your order is ready which is usually the day of despatch of your order, this means you are not paying for goods before they have been despatched. 4) HOW LONG WILL MY ORDER TAKE TO GET PROCESSED? Once you have placed an order, your order will be processed subject to stock. If any items are out of stock your order will be held for 14 days without notice until it comes into stock, if the items will be longer than 14 days or are not available, you will be notified within 14 days, if you require a quicker response you can email at any time for an update on your order. If your items are in stock your order will generally be despatched within 2-4 working days. 5) WILL I KNOW WHEN TO EXPECT MY GOODS? Once your order has been despatched to you , you will receive an sales receipt/invoice by email which will have your payment and delivery tracking information on it. If you have not received this then it is unlikely your order has been despatched yet. Once you do get it you can go on line and track your parcel which will give you a good idea of when your parcel will arrive do this by logging on to the carrier website details of which will be on your sales invoice/receipt. See tracking your order information sheet for further details under delivery section. 6) CAN I ORDER SAMPLES? If you require samples we can on certain products send samples. If you return with an order over £50.00 within 30 days we will refund the samples value only, providing they do not go over £3.00 excluding the postage & packing. Samples are not returnable. Please email us for a list of products which are available at special postage rates as samples. 7) DO WE USE RECYCLED PRODUCTS? We re-use boxes, newspapers, paper etc where possible in our packaging of goods, this keeps the cost of our carriage down to our customers. Much of our packaging is re-claimed free of charge from other companies locally who are discarding their packaging including grocery boxes, food boxes, newspapers, magazines, acetate boxes, etc. This saving is passed on to you the customer reflected in our low carriage costs. If you require your order in a brand new box i.e for a present then please state when ordering £2.50 will be added to your carriage cost for this service to cover packaging. 8) WHY DO WE HAVE DIFFERENT SHOPS ON THE SAME SITE? We are the original one stop shop company, our other shops are advertised elsewhere as well as here, due to customer requests we have now linked all the shops to each site to allow shoppers to fill their baskets with anything they like from any shop without re- entering all their details over again. All items purchased are combined to one order with only one shipping charge. 9) I WANT TO SEND IN A COLOUR SAMPLE TO HAVE MY PRODUCT COLOUR MATCHED WHAT CAN I SEND? We can accept any paper, or fabric sample to match product which have the colour matching service offered to. Please do no sent organic material as it will change colour as it deteriorates and can not be filed. We prefer you to send in a snippet of fabric or paper or card. This can then be kept in your file with your invoice so you can re-order if you wish in the future. E.g a snippet from a magazine or newspaper, or greetings card, wrapping paper, or a bit of fabric. We only require your sample to 1 inch square to colour match we do not require it bigger. Colour samples sent will not as a rule be returned to you. When making your order make it in the usual way then add in the comments box that you are sending a sample to be colour matched so your order will be held until it comes in . Send your sample if possible with a copy of your order confirmation, and or your full name & address with order number, and product the match is for. 10) THE COLOUR OF MY CANDLE RECEIVED WAS NOT AS EXPECTED? Make sure that you the candle is not correct against the colour you wanted by holding it against the colour. If you use used our on line colour chart when ordering then it may be your computer shows the colour differently (we always state our colour chart is a guide only). For more exact shades we recommend you send in a sample. Note also some colours only show their true colour when burning. Make sure you do not leave your candles exposed to the light for long periods before use as light will change the colour. If you are still unhappy then please refer to our return procedures. 11) I HAVE A PROBLEM WITH MY ORDER WHAT SHOULD I DO? This is a customer service issue, please email, or write with your problem quoting your order or invoice number, full name and address which you used to place your order and a method of contacting your. Please do not if possible phone with your problem it often takes longer to deal with and messages left on our answer service can be difficult to understand without all the necessary information we need. Our email service is very quick, we use homeworkers to cover email 9 hours a day 7 days a week. 12) I HAVE ORDERED BEFORE ? If you have ordered before to save you putting all your details in again you can email us your order, you will only need to tell us your last invoice number name and postcode. 13) I WISH TO CANCEL MY ORDER ? As long as your order does not fall into one of the clauses below then you can cancel your order. To cancel your order you must put it to us in writing by email or post quoting all your order details in full. 1) Your order does not include custom and or made to order items and has been cancelled within 2 days of issue and or has not already started to be made. 2) Your order has not already been despatched 14) PHONES ARE BUSY ? Our phones are often busy and as an internet company we have limited resources on the phone. However to compensate, we have homeworkers and staff on email weekdays from 7.00 am - 7.00 pm and weekends at various times, with email turnaround usually within an hour and up to 6 hours out of office hours. Customer Services do not take incoming phone calls which in turn makes a faster and more efficient service for you the customer. If you do wish to leave a telephone message or email message for customer services make sure you leave all your details including order number, name and address you used when making your order otherwise you may not be able to be contacted. Customer services will respond to your message by email. Our customer service department is based on a self help system where most of the information you may need is available on our website and or in your "after sales pack" this in turn keeps our product costs down and allows your query to be dealt with by the quickest and most efficient way possible by sending you in most cases an appropriate leaflet which covers your query. We regret that customer services can not phone customers individually to deal with queries for the reasons as stated above. We pride ourselves in having available 99.9% of all information required by our customers available either on the website or in "after sales" pack. If you wish any of the information posted please just ask. 15) HOW DO I KNOW I AM LOOKING AT THE LATEST VERSION OF YOUR WEBSITE ? Check the home page "Last updated date" the latest version should always be dated in the current month, e.g if its March the last updated date should be a date in march. To ensure you have the latest, hit refresh on your browser and re-save the link if you usually do this. 16) NO REPLY TO MY EMAIL If you have sent a query by email and have not received a response, check your spam box initially. If you have sent us multiple email's on the same day our system will treat them as spam, try to be patient your email will be responded to within a few hours or receipt depending on when we receive it. As a policy we reply to every single email we receive. Check you have used the correct email to us either firstname.lastname@example.org or email@example.com. If your query is about an order already placed always check the email account you used when making your order, we will NOT as a policy reply to a different email address for security reasons,unless all the information regarding the order has been provided. Check you have supplied all the information we would need on your query, such as an order number, product code number, name and address otherwise we can not respond to your email without this information. Just hitting reply to an automated email often does not contain the information we need to deal with your query. The most common reason's for no response is inadequate information or incorrect email address. If we received your email it will be responded to, if we cannot deal with your query you will still get a response to ask for more information or other. 17) CHOOSE MY OWN Many of our products come with "choose my own option" This means you can choose your own colour or scent even if its not shown in the drop down boxes. To do this select choose my own from the drop down box then send us details of what colour or scent you want by typing it in the comments notes to use box on order submission. If you have a colour swatch of your own colour and wish us to match to this just send it in with a copy of your order etc.
For more detailed answers please also terms & conditions, Company & Product information sections