Terms & Conditions

Customers should also read "information" section
 
 
  CUSTOMISED / MADE-TO-ORDER ITEMS
can take longer than stated delivery times
(items marked with a*)  See below for further information
 
See website for further details
  • Payment is due with order.  Payment methods available are - credit card (on-line), Pay pal or cheque.  Please make cheques payable to "Northern Lights".
  • Delivery of orders is usually within 2-5 working days from receipt of payment subject to stock availability.  Please read full details on our 'delivery' page.
  • Out of stock items.  If any part of your order is out of stock you will be notified in writing if your order is going take longer than 14 days to deliver.  We will also suggest options available to you.   Incomplete orders will not normally be sent out within this time frame unless specifically requested (this does not apply to items which state longer delivery times).  Days quoted are 'working' days.
  • If you need items by a specific date please quote it in the comments box before submitting your order.  This will enable us to advise you if there is a problem with meeting this date for any reason.
  • Standard delivery charge is £6.95 to UK mainland destinations. other areas see main delivery pages.  The delivery charge includes insurance & packing.    Carriage is based on delivery services between Monday - Friday. Saturday deliveries are available at extra charge.  Please read our 'delivery' page for further details.
  • We reserve the right to change/update the products and prices shown on the website at any time and without prior notice.
  • UK law is the recognised law.
  • By purchasing from Northern Lights you are entering a legally binding contract of sale and agree to all the terms & conditions as stated herein.
  • Privacy Statement.  Northern Lights will not pass details of any customer to any third party.  Customers may be sent our own company information from time to time.  If you do not wish to receive literature from us please notify us by email to be removed from the mailing list.
     
  • Customers are asked to read the candle burning, candle safety and relevant product information pages on our website under the information section for candle safety and use of products.
  • Goods ordered in error will incur a handling charge of 15% of the total order value.  Cost of sending & returning the goods will not be refunded.
  •    
  • Orders will automatically be cancelled after 14 days if no payment is received unless otherwise stated by the purchaser.
  • Due to batch production methods customized, made to order candle sizes quoted on this website are approximations only.  If accuracy of size is of particular importance please advise us accordingly.  Sizes  quoted is most cases will  not be out by more than 1 - 10 mm unless stated otherwise.
  • Goods signed for at the time of delivery without inspection will invalidate any claim for damage "in transit".  If in doubt, sign the delivery as "unexamined".  If the box is obviously damaged, sign the delivery form as "box damaged".   Notification of defective goods must be within 4 days of delivery, in writing (by email or post) using the supplied returns form.  The returns form must be returned in the standard post, signed and be received within 7 days.  Note that delivery drivers are allowed to wait for 15 minutes whilst goods are inspected.
  • Handmade, made-to-order or customized products can not be cancelled except under exceptional circumstances. Items of this nature are marked with a * on the website against the product. Any problem with these products must be notified to us in writing within 2 days of receipt.  The returns form must be returned within 7 days of delivery.
  • The colour chart is for guidance only.  Whilst we will do our best to send the colour requested customers should be aware that colour perception on your monitor screen may be different from that on ours or on a finished wax product.  If you need an exact colour shade then we advise that a colour sample swatch be sent in with your order.
  • Cancelling an order can only be done in writing (by email or post) and by the originator of the order.  We do not accept cancellations by telephone.  Cancellations can not be accepted once the goods have been paid for and/or have been despatched. Cancellations made after 30 days may result in payment administration fees being made on your card or account depending who you used to pay.
  • Items marked with an asterisk (*) are custom made, or made-to-order items. They may take a little longer than our normal delivery times.  Customers ordering products with (*) against them on a Next Day delivery basis will not usually get goods the next day however the order will still receive high priority and will be sent out 'next day' when ready.
  • Refund's are usually only issued in money if over £10.00.  Under £10.00 refunds are issued by way of a credit note with ourselves which can be used for future purchases.
  • If you need specific information about any aspect of your order please email us with your request quoting which items (by stating the product code) you are enquiring about.
  • Emails are dealt with promptly.  All email staff are trained to deal with all types of queries. Your email will be passed to the relevant person and you should receive a response within one hour (during working hours).
  • Customer Services deal with queries via email (preferred) or in writing.   You can leave a telephone message providing you have all the correct details however Customer Services in most cases will always respond by EMAIL  This policy does not delay your query in any way.
  • Once you have pressed the submit button you are entering into a legally binding sale of contract with with Northern Lights.  Any changes you want to make to your order after it has been submitted must be made in writing (by email or post).  We regret we can not make changes by telephone call alone.
  • If your order specifies that delivered goods are to be left without signature then Northern Lights or Parcel Force cannot be held responsible for items that may be subsequently discovered as damaged or for items that go missing.
  • If you require samples we can on certain products send samples which you would order and pay for in the usual way, if you return with an order over £50.00 we will refund the sample product value only,  providing they do not go over £3.00 excluding the postage & packing.  If you want to return the samples you would use the "cooling off" clause to do so.  Samples and subsequent order must take place within 14 days of each other.
  • When sending in a swatch colour sample we usually keep it on file for 3 year for reference, if you want to make another order using it  you can by quoting your last invoice number you used the swatch with.  (does not apply to organic samples).
  • Customers will also need to read the return policy prior to ordering and are agreeing to ALL our stated terms and conditions  by submitting an order to us.
  • We reserve the right to deduct the correct payment from your card for your order, this includes delivery charge as appropriate.

 

Customers should read all the relevant information including safety and product care sections relevant to their order before submitting an order

 

 

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CUSTOM & MADE TO ORDER ITEMS

Additional information Sheet

 

(all items marked with an * on the website)

 

 

1.      Cancelling your order – this can only be done within 2 days of placing your order.

 

2.      Candles are not the colour you  wanted - 

 

 

For specific colour shades we emphasize on our website under the colour chart guide on-line that should you require very particular colours/shades that you send in a sample of your colour to be matched with your order.  This service is free and avoids disappointment in most cases.

 

Our on-line colour chart is a guide only which can vary from computer to computer depending on screen quality. If you sent a swatch and you feel it has not been matched please also follow instructions as below.

 

As your order was a custom/made to order item it does not normally qualify for a refund or return unless actually faulty which in this case they are not - or the candles are a different colour from what was ordered, if you feel this is your case then please send ONE single unit from the batch only of the incorrect colour candle to be examined in our workshops.  If we agree the colour is incorrect by more than one shade or does not match your swatch we will replace the order for you.   Please where possible do not send glass holders with returned candles (only the candle). Please make sure you send your candle/s with a completed return form detailing the full problem with them and include all your order details. 

 

Important Before returning your candles please note the following information (also supplied at time of placing your order and noted on our website):- 

 

1) Paler colours which are scented are sometimes affected by the scent and may be dis-coloured slightly depending on the scent used but we will try to get as close to the colour chosen as possible for you.

 

2) Swatch matching will be done as close as possible, if your swatch was iridescent, pearlised or multi toned etc we will match to the predominant colour in it only. 

 

3) Candles left in the light can be affected by UVA, we advise that candles are kept in a cool dark place until ready to use to maintain colour quality.

 

4) If the candles arrived do not match a batch previously ordered then we can not be responsible if you did not send in a sample of the colour to be matched exactly chart matches can be a shade or two out and will be noticeable from batch to batch.  If you have ordered a sample colour that you liked and want more the exact same shade you must send one of the samples back for matching otherwise we can not guarantee an exact match.

 

 

In the meantime options available to you to change your order are:

 

A) Order refills/replacements in the exact shades you need by sending a new order together with a Swatch/sample of your colour/s so it can be matched more accurately for you.    

 

b) If refills are not available for your product then you will need to make a new order and send it in with swatches/samples of the colours you require to be matched more accurately for you.

 

c) Return ONE only of each of the candles you feel are the wrong colour to us with your complete return form (where possible do not send holders).

  

 

 

3.      Candles did not arrive on time;-

 

a) If you did not specify a date when your order is required by on your original order then candles usually arrive within 7-14 days of order but can take up to 30 days from date of order.  Order can not be refunded on basis of being late unless we agreed a date with you see below:-

 

b) You can specify a date your order is required by on your order or up to 2 days after placing your order by email in writing,  we will advise you if we can not meet your date. 

 

c) Goods can be returned for a refund using the “cooling off” clause if your goods did not meet a date “agreed” with us, this agreement of date must have proof  in writing with confirmation from us that we received it for us to validate a claim of this kind.

 

d) If we have agreed a date with you, please allow a day or two either side of this date for carrier problems, providing we have proof we sent your goods to you in time for your chosen date then we deem our contract was fulfilled to you.   Please allow a day or two either side of your date for a carrier to delivery, after this you may claim for a late delivery.

 

4) Any other problem - If you have any problem other than above noted with your customized order then please notify us within 7 days of receipt with the full details we will advise you then on what options are available to you.

 

 

 

Candles received are the Wrong Colour

For specific colour shades we emphasize on our website under the colour chart guide on-line that should you require very particular colours/shades that you send in a sample of your colour to be matched with your order.  This service is free and avoids disappointment in most cases.

 

Our on-line colour chart is a guide only which can vary from computer to computer depending on screen quality. If you sent a swatch and you feel it has not been matched please also follow instructions as below.

 

As your order was a custom/made to order item it does not normally qualify for a refund or return unless actually faulty which in this case they are not - or the candles are a different colour from what was ordered, if you feel this is your case then please send ONE single unit from the batch only of the incorrect colour candle to be examined in our workshops.  If we agree the colour is incorrect by more than one shade or does not match your swatch we will replace the order for you.   Please where possible do not send glass holders with returned candles (only the candle). Please make sure you send your candle/s with a completed return form detailing the full problem with them and include all your order details. 

 

Important Before returning your candles please note the following information (also supplied at time of placing your order and noted on our website:- 

 

1) Paler colours which are scented are sometimes affected by the scent and may be dis-coloured slightly depending on the scent used but we will try to get as close to the colour chosen as possible for you.

 

2) Swatch matching will be done as close as possible, if your swatch was iridescent, pearlised or multi toned etc we will match to the predominant colour in it only. 

 

3) Candles left in the light can be affected by UVA, we advise that candles are kept in a cool dark place until ready to use to maintain colour quality.

 

4) If you are comparing your candle to a previous order already received and your new order is a different shade in colour then please note that UVA light, environmental changes can and do change your candles over time if candles being the nature of wax, therefore the new batch might well be different but will change also over time.

 

4) Please remove your candle if its in a glass holder then compare it to your chosen colour swatch, sometimes light reflecting through glass can make colours appear different.

 

 

In the meantime options available to you to change your order are:

 

A) Order refills/replacements in the exact shades you need by sending a new order together with a Swatch/sample of your colour/s so it can be matched more accurately for you.  

 

b) If refills are not available for your product then you will need to make a new order and send it in with swatches/samples of the colours you

require to be matched more accurately for you.

 

c) Return ONE only of each of the candles you feel are the wrong colour to us with your completed return form (where possible do not send holders.

 

 

Once again we are sorry you are disappointed with the order but we have put this policy in place due to the many different ideas people have of colours and their perception of colours which often vary wildly from person to person and is the reason we offer our "Unique" colour matching service free of charge.