After Sales Pack
Thank you for placing an on-line order with us.
Your order has been processed and is now on its way to you.
IF YOU HAVE ANY PROBLEMS OR QUERIES WITH YOUR ORDER YOU SHOULD FIND ALL THE INFORMATION YOU NEED IN THIS PACK AND/OR ON OUR WEBSITE
1. Your order should arrive within 7-14 days unless you have ordered customized items (all items marked with an asterisk (*) on our website).
2. Please find attached your sale receipt/invoice which will show your order details along with a delivery/tracking number.
3. Your tracking number can be used as a guide to ascertain approximately when your order is likely to arrive by using it on the appropriate carrier website.
4. If you have any specific questions about your order please email customer services with your full details including your full name and address and order number (as shown on your order confirmation) your postcode and email address. Your query will be dealt with by one of our email staff.
5. You will find a full list of product and company information available on our website. This should answer any other queries you may have about your order status. You can access this information at any time.
6. Our website has been designed carefully to provide answers to the most common queries our customers may have about order(s).
7. When your order arrives, DO NOT sign for them “in good condition” unless you know they are! If the driver will not wait or there is no time to inspect them then always write “unexamined” along with your signature. If you sign for goods as “received in good condition” (the default acceptance) and they are subsequently found NOT to be in good condition we can not refund any claim for transit damage.
8. If you have a problem with your order please contact us in writing with the details within 7 days of your order being received. Use the returns form where appropriate. A telephone message is not suitable and will not be responded to. This method prevents any confusion over queries and will ensure your problem is dealt with in the appropriate manner. “In writing” can mean by fax, email or post. Proof of contact may be required so always keep a copy.
9. Please ensure you review our Terms & Conditions and Returns Procedure instructions as included with this email and also available on our website. Our website also provides safe product care and use instructions where appropriate.
RETURNS PROCEDURE
In ALL cases, notification of any problem(s) with your order must be in writing to Northern Lights and within 7 days of receipt of your order. This can be done by email or post. Please complete all the information sections on the Returns Form. Without this, your claim may be invalidated.
A Returns Form can be found in this pack. Copies are also automatically sent with your original order confirmation and sales receipt. Forms are also available upon request or on our website.
Please read the following section BEFORE completing the Returns Form.
IMPORTANT- customized and made-to order items have different return rules from standard products.
Do not follow the procedure for standard goods. Please refer to the Customised and Made-to-Order Items Returns Procedure.
STANDARD PRODUCTS
FAULTY GOODS - A returns form must be completed clearly detailing each faulty item and its fault. You will be advised of the procedure to follow once your form has been received back at Northern Lights.
DO NOT send goods back unless/until instructed to do so.
ORDER DID NOT ARRIVE ON TIME
If you did not specify a delivery date with your original order then your goods will usually arrive within 7-14 days of placement of order but can take up to 30 days from date of order depending upon our workshop schedule. Orders can not be refunded on the basis of being late unless we had previously agreed a delivery date with you (see below).
a. You may specify a required delivery date (deliver by…) when placing your order (or up to 2 days after placement of order) by email or in writing. We will advise you if we can not meet your chosen date.
b. This agreement of date must have written proof and confirmation from us that we received it in order for us to validate a claim for late delivery.
c. If you wish to agree a date, please consider allowing a day or two either side of this for possible carrier problems. Provided we have proof that we sent your goods to you in time for your chosen date then we deem our contract to be fulfilled by us. Note that we cannot be held responsible for delivery delays incurred by carrier problems (strikes, misdirection, wrong delivery, road incidents, weather conditions etc).
d. We cannot be held responsible for non-delivery or late delivery if the delivery address provided to us is incorrect in any way.
e. Whilst we are prepared to send completed orders to the customers preferred delivery address we reserve the right to make the delivery to the billing address only. Customers will be advised if this is the case.
ANY OTHER PROBLEMS
If you have a problem with your order that is not covered by the above notes, please contact us BY EMAIL stating your name, address, order number and the problem you are experiencing. We will endeavour to get back to you within 6 hours with further instructions. You can also find the information you require on our website.
CUSTOMISED & MADE-TO-ORDER ITEMS RETURNS PROCEDURE
(this information refers to all items marked with an asterisk (*) on the website)
Custom made-to-order items do not normally qualify for a refund or return unless the goods are actually faulty.
Cancelling Your Order:
This can only be done within 2 days of placement of your order. After two days, the order production will have started and cannot be stopped.
Candles are not the colour you ordered:
For specific colour shades we emphasise on our website (under the colour chart guide) that, should you require a very particular colour or shade, you send in a sample of the colour you require. This enables us to ensure an accurate match. This service is free and helps to avoid disappointment.
Our on line colour chart is a guide only. Colours 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 the product is actually faulty or the candles are a different colour from those ordered. If you feel this is applicable in your case then please return one single unit only from the batch of the incorrect colour candle for examination in our workshops. If we agree the colour is incorrect by more than one shade (to allow for changes during transport and/or UVA effects) or does not match your swatch we will replace the order for you. Please, where possible, do not send glass/candle holders with returned candles. Ensure you send your candle/s with a completed returns form detailing the full problem with them and include all your order details.
Important Before returning your candles please note the following information
(this information is also supplied at the time of placing your order and also noted on our website)
1. Paler coloured candles that are scented are sometimes affected by the scent itself and may be discoloured slightly depending on the scent used. We always try to get as close to the colour chosen as possible for you.
2. Swatch matching will be done as closely 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 sunlight can be affected by UVA therefore we advise that candles are kept in a cool dark place until ready to use in order to maintain colour quality.
4. If you are comparing your candle to a previous order and your new order is a different shade in colour then please note that UVA light and environmental changes can and do affect your candles. The new batch may appear to be different but they will change also over time.
5. If you had previously ordered a sample colour that you liked and require more in the exact same shade you must send one of the samples back with your new order for matching otherwise we can not guarantee an exact match by using the online colour chart alone.
6. If your candle is in a glass holder, please remove it before making comparisons to your chosen colour swatch. Light reflecting through glass can make wax colours appear different.
If you have any other problem (outwith those noted above) then please notify us within 7 days of receipt with the full details. We will then advise you on the options available to you.
RETURNS FORM
Post or Email To: Northern Lights Cairndubh Inverinan Argyll PA35 1HH email: sales@onestopcandleshop.co.uk website: www.onestopcandleshop.co.uk
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Additional Comments:-
Please refer to website for full terms & conditions or you can request a copy in writing
Use a separate sheet if necessary making sure you provide all the information required.
If the form is incorrectly filled in it may cause a delay or make your claim invalid.
Please tick as appropriate
I require a Replacement I require a Refund
We are proud to use recycled packaging. This includes re-using boxes and paper donated from other companies I verify the above information is correct Signature Print Name Date
Terms and Conditions
- Payment is due with order. Payment methods available are - credit card (online), Paypal or cheque. Please make cheques payable to "Northern Lights".
- Delivery of orders is usually within 2-7 working days from receipt of payment subject to stock availability.
- 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 may 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 this in the comments box before submitting your order. This will enable us to advise you if there is a problem with meeting this date.
- Standard delivery charge is £6.95 to
- Products and Prices - we reserve the right to change/update the products and prices shown on the website at anytime and without prior notice.
- Contract - by purchasing from Northern Lights you are entering into 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.
- Health and Safety - customers are asked to read the candle burning, candle safety and relevant product information pages either supplied with the goods or shown on our website under the information section (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 and returning the goods will not be refunded.
- Automatic Cancellation - orders will be automatically cancelled after 14 days of receipt if no payment has been received unless otherwise stated by the purchaser or previously agreed.
- Batch Production - due to batch production methods customised, made-to-order candles and sizes quoted on our website are approximations only. If accuracy of size is of particular importance please advise us accordingly. Sizes quoted in most cases will not be out by more than 10% unless stated otherwise.
- Transit Damage - goods signed for at the time of delivery without prior inspection will invalidate any claim for “damage in transit". If in doubt, include the word "unexamined" along with your signature when signing for receipt. If the box is obviously damaged, sign the delivery form as "box damaged". Notification of defective goods must be within 4 days of delivery and in writing (by email or post) using the supplied returns form. The returns form should be returned by standard mail, must be signed, and be received on our premises within 7 days. Note that delivery drivers are allowed to wait for 15 minutes whilst goods are inspected prior to signing for.
- 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.
- Standard Order Cancellation – standard orders can only be cancelled 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 dispatched.
- Customised Order Cancellation - handmade, made-to-order or customised products can not be cancelled except under exceptional circumstances. Items of this nature are marked with an asterisk (*) on the website against the product. Please refer to our “Customised and Made-to-Order Items” documents.
- Customised Item Delivery Times - 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.
- Refunds are usually only issued in money if over £10.00. Under £10.00 refunds are issued by way of a credit note with ourselves and can be redeemed against 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 query. Your email will be passed to the relevant person and you should receive a response within one hour (during working hours, six hours outwith).
- 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 will not delay your query in any way.
- Order Submission - once you have pressed the submit button you are entering into a legally binding sale of contract with Northern Lights. Any changes you wish 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 under any circumstances.
- Owners Risk - if your order specifies that delivered goods are to be left without signature then Northern Lights or their delivery services cannot be held responsible for items that may be subsequently discovered as damaged or for items that go missing.
- Samples - if you require samples we can, on certain products, supply them. You would order and pay for the item(s) in the usual way however if you subsequently return with an order over £50.00 we will refund the sample product value only (and providing the sample value did not exceed £3.00 - exclusive the postage & packing). If you wish to return the sample(s) you would use the "cooling off" clause to do so. Samples and any subsequent order must take place within 14 days of each other to be applicable to this condition.
- Swatches - when sending in a swatch colour sample we usually keep it on file for 3 year for reference purposes. If you wish to make another order using it you can do so by quoting your last invoice number the swatch was used with (this does not apply to organic samples which are disposed of immediately after use).
- Agreement - customers are deemed to have read our Terms and Conditions prior to placement of their order and are thereby agreeing to ALL our stated terms and conditions by submitting an order to us.
- Disclosure – Northern Lights reserve the right to deduct the correct payment from your card for your order - this includes delivery charges as may be appropriate.
- Updates - please also check website for updates.
TRACKING YOUR ORDER
Your tracking number and the name of carrier used can be found on your sales receipt emailed to you on the day of dispatch. If you need another copy please email us. If you did not provide an email with your order then you will need to email customerservices@onestopcandleshop.co.uk for further information.
Your receipt is sent as an attachment in ADOBE ACROBAT format. If you cannot open the attachment please visit Adobe on the Internet and download their excellent FREE reader at www.acrobat.com.
You can track your order online on the relevant carrier websites list detailed below:-
Parcelforce www.parcelforce.com.
Fastway www.fastwaycouriers.co.uk
Royal Mail www.royalmail.co.uk
We respectfully request that our customers check, in the first instance, on the relevant carrier’s website to check the parcels current status. If your tracking order starts with OLP then please wait for 14 days after you have received your dispatch notice before checking on line. Parcels using an OLP tracking number are usually delivered within 14 days and will only show up online after this time if there a problem with the delivery.
DELIVERY STATUS information notices are listed below:-
1. Your parcel does not show up on screen at all - please try again in 3 to 12 hours in case the system is slow or busy. If, after this period, the delivery still does not show please report it to us as “missing”. We will take up an investigation on your behalf and let you know what to do next. Please allow 24 hours for this to be actioned.
2. Your parcel is on screen but shows the word “held” - this means that no one was home when the carrier tried to delivery. It may also mean that the carrier could not find the address on that day’s delivery run within his allocated time. In either case the carrier would automatically make 2 further attempts to deliver so please be patient! In the case of no one being present to accept the delivery the carrier should leave a card for you to call them but normally they only do so after a couple of attempts first.
3. Your parcel status shows “out for delivery” - this means the carrier is on their way to your address on that date. Please note that sometimes drivers run out of time due to circumstances beyond their control therefore if your parcel does not arrive on the date it states “out for delivery” it should arrive the next day.
4. Your parcel status shows “return to sender” - this means the couriers were unable to deliver your parcel, or that a card had been left but no one subsequently contacted them to re-arrange delivery or to collect the parcel. In this case the parcel will be sent back to Northern Lights and you will need to contact us for further information.
5. If you are out when they delivered - it is your responsibility to contact the carrier within 14 days to arrange a re-delivery or to collect the parcel at their local depot or other place notified to you.
The only time we can usually contact the carrier on your behalf is if the parcel has actually gone missing, or has been damaged. This delivery policy is in place to save time and money for you as the customer (in terms of avoiding expensive phone calls to us) and to help keep our product prices low as stated on our website.
If you are still having a problem with your delivery please contact us by email with the full details. We will aim to respond within 24 hours.
CANDLE INFORMATION & SAFETY SHEET
v Keep the wick of the candle trimmed to approx 1cm.
v Keep candles out of draughts when lit, otherwise it may cause them to burn unevenly, smoke or drip.
v Keep wick central. Check the melt pool from time to time. If it’s not central to the wick push the wick towards the area that’s not melting to correct it.
v Use a candle snuffer to put out your candle
Large candles (2" + diameter)
At first lighting of large diameter candles, burn it CONTINUOUSLY such that a large melt pool is formed – this melt pool should approach, BUT NOT MEET WITH, the edge of the candle. A typical melt pool may take hours to be formed (approximately one hour per inch diameter of candle). By doing this you will open up the wax and on subsequent re-lightings and burning, the candle will follow that path thereby using most of the wax. If you do not follow this procedure on the first burning it will result in a small core burning down the middle of your candle thus wasting a lot of the wax. Remember to keep the wick neatly trimmed.
Conical and pyramid shaped candles
Due to the shape of these candles you will need to trim the wick more frequently until the candle burns down into the wider part of the wax.
Scented candles
If you have any wax left at the end of your candle and it is scented, break up the wax into small pieces and place small amounts on top of an oil burner (no water). Light the burner and it will melt the wax releasing the fragrance.
Hurricane Shells
Always ensure that the night-light is central. Never use anything larger than a night-light to illuminate the Hurricane Shell. Shells should only be illuminated for a maximum of two hours. The shell must be allowed to cool for thirty minutes before relighting.
Uneven Burning
Some candles, no matter how hard you try, will still burn unevenly, drip wax, and not burn completely. To minimize this try to keep the wick straight and regularly trimmed. Keep the candle out of draughts where possible. Candles are made in many different ways therefore they burn in many different ways. In general, more expensive ones burn better and for longer.
SAFETY
Ø Always use a heat/flame retardant container for your candles.
Ø Glass containers may crack if exposed to direct flame.
Ø Never leave a burning candle unattended.
Ø Remove any décor & packaging from candles before lighting.
Ø Be aware that some décor on or around candles used as decoration may burn or spark.
Ø Don’t allow pets or children near candles.
Ø Place candles away from curtains and other flammable furniture.
Ø Always secure your candle to its container with wax or spike.
Candle Care
Manufacturers of candles will always try to indicate the approximate BURN TIME of their products. This burn time is calculated on the safe and correct use of their products and will vary enormously if their instructions or recommendations for correct use are not followed.
Northern Lights cannot be held responsible for variations in quoted burn times as providing proof of correct use is almost impossible. These notes have been written to assist the candle user in obtaining the best possible results from their purchase.
1. Placement - Place your candle on a level surface. Candles that are not level will burn unevenly causing spillage (runs). This is wasted wax and is the main cause of complaint from customers who expect a longer burn from a given candle size. It can frequently amount to over HALF of a candles wax capacity and burn time. The use of decorative candle sand can provide a surface for candles to be correctly levelled.
2. Location - Do not expose your candle to unnecessary draughts – this can result in the same effect as above i.e. the flame will burn in the direction of the breeze causing the edge of the candle to melt and resulting in spillage.
3. Maintenance - Keep the wick trimmed. Wicks that are allowed to burn without trimming will invariably curl and lean to one side. The wick can be trimmed whilst the candle is cold using ordinary scissors or by using our candle trimming tool. Remove only the carbonised part of the wick (i.e. the bit that will disintegrate in your fingers). A properly trimmed wick should be about half-an-inch (12mm) tall. If the wick should appear to be moving away from the centre of the candle then CAREFULLY (as you need to do this whilst it is still burning) push the wick back using, for example, a tooth pick. You can check for a non-centred wick since the candle rim will start to lose its level and sag to one side (assuming this is not being caused by a breeze). Do not allow carbonised parts of the wick to fall into the wax pool. This is not only unsightly but will eventually interfere with the burning path and result in spillage.
4. First Light and the Melt Pool - Always allow larger candles to burn for a given amount of time after they are first lit as you need to develop a melt pool. A rule of thumb is to allow a candle to burn for ONE HOUR for every inch of its diameter i.e. a 3-inch diameter candle should, on its first burn, continue for THREE HOURS before being extinguished. This will form a pool of melted wax that, as the candle burns for the FIRST time, spreads across the width of the candle. Extinguish the candle before the melt pool exceeds the width of the candle or, if you wish for a ‘lantern’ effect then do not allow the melt pool to get within one quarter of an inch (6mm) of the edge. Forming a correct melt pool will allow your candle to burn more efficiently and at each subsequent relighting this melt pool should be repeated. Failure to form a proper melt pool will result in the candle burning a deep, narrow hole through its centre making it difficult to maintain (trim the wick) and almost impossible to relight.
5. Dinner Candles – this type of candle in particular suffers the most from incorrect positioning. Try to ensure the candle is absolutely vertical. Dripping wax is an immediate indication that the candle is not ‘true’ and this has a huge effect on burn time (can lessen it by half or more).
6. Votives – should be burned in their appropriate holder. Failure to do so will result in the candle rapidly spreading and forming a wide, melted lump and possibly resulting in a fire! In its correct container a votive candle will still melt but its shape will be maintained by the holder. Keep an eye on the wick position. If the wick should move off-centre the votive may not keep its melt pool centred and can result in the wick being drowned (flooded). Off-centred wicks may also cause the votive holder to crack! Using an appropriate container will also get you maximum burn time from the candle more easily.
7. Pillar Candles – often the most frustrating type of candle, these are more appreciative of the ‘FIRST LIGHT’ and ‘MELT POOL’ considerations as mentioned above. If a pillar candle is burned properly then, at the end of its life, it can be resurrected by placing a tea light candle in the ‘hole’ that is burned through its middle. This is particularly effective on coloured (over-dipped) or our picture candles.
8. Larger Candles - to get the best from your large candle see tip 4. If the melt pool spills over the edge of the candle put the candle out and allow the candle to cool for at least 4 hours before re-lighting.
9. Metallic candles – these sometimes form a thick metal skin around the surface - this is the metal content of the colouring which can not burn. If this skin affects the wick, gently remove the skin away from the wick and melt pool to allow the candle to burn freely. When the candle is finished the metal skin will be left behind - this is normal.
10. Hurricane wax shells - only allow them to burn for 4 hours at a time or the outer shell may soften and warp.
11. Burrowing Candles - in most cases this is caused by not burning the candle long enough on its first burn - refer to tip 4. If your candle does burrow you can re-set it by carving away the excess wax until the top of the candle is flat again. Start again using the 1 hour per 1 inch diameter rule in point 4. Or you can put a t-light inside the shell and use the candle as a lantern.
12. Gel Candles – these will burn at a much higher temperature than standard wax candles therefore great care should be taken when burning them. Always place on a flame proof dish and ensure that any decoration supplied with the candle does not touch the flame. Scented candles and candles with decoration within the wax such as leaves, sticks etc will crackle and may spark a bit if allowed to touch the flame.
13. Scented candles - if you have any unburned candle left when the candle is more or less finished, break up the bits and use them in an oil burner.
14. Jar Candles - handle with care! Glass containers are fragile! Avoid glass-to-glass contact when removing the lid. Do not use the candle if the glass is cracked, chipped or scratched. Do not lift by the lid. Do not allow the flame to touch the side of the jar. The jar may become hot therefore handle with care. To minimize the amount of wax left on the sides of the jar, burn for 3 hours at a time. It is normal for some wax to be left behind. The amount will vary depending on colour and fragrances used in the candle and also external influences such as drafts. Prevent possible heat damage to counter/surface by discontinuing use when 1/2 inch (10mm) of wax remains. Extinguish carefully before replacing lid.
15. Tins - can become very, very hot when in use. Always place on a heat resistant surface. The flames will heat the sides of the tin during the burning process making sure most of the wax is used. Burn tins for long enough each time so that a large melt pool forms. This will prevent the flame burrowing thus wasting a lot of your candle.
16. Floating Candles - generally sit level or just above the surface of the water. They will rise up as the candle burns thus burning most of the candle completely. For most types of floating candle there will be a hollow shell left when they are finished. Never allow the floating candle flame to be under a glass or decorative over-hang. You can burn floating candles out of the water but, as with candles in general, always use a flame proof dish. Note that pool candles, whilst designed to float in pools, will not work efficiently in strong breezes or rain. For breezy conditions we recommend our Candle Swimmers with t-lights inside them.
17. Storage - store candles in a cool and dark place to maintain colour and scent until use. This is particularly important for candles coloured-to-order for a special event. Colour can be affected by long exposure to bright sunlight.
18. Burn times - issued on candles are based on the candle being lit and burned continuously. If a candle is extinguished many times during its life this will reduce the burn time stated. This is particularly relevant to container candles such as jars, t-lights and votives.
19. Spilt Wax – that has spilt onto a solid surface can be removed by careful scraping taking great care not to mark the surface under the wax.
Wax spills onto cloth, carpet etc can be soaked up by applying blotting paper or newspaper to the wax and using an electric iron (on a cool setting) over the paper. This will cause the melting wax to be absorbed into the paper. Lift and repeat using new paper as required.
Wax stuck to holders can be removed by careful application of boiling water in a heatproof basin. Submerge the holder in boiling water and wait until the water cools when the hardened wax will be found to be floating on the water surface and can be removed. Dispose of silt wax carefully and do not allow any to go down and drains/sinks etc.
If you find your wax forming a PLUG in the bottom of a holder it can be removed by placing the holder into a freezer for a while. This hardens the wax and ‘may’ allow you to tap the plug out on a hard surface – using
Thank you for placing an online order with us.
Your order has been processed and is now on its way to you.
IF YOU HAVE ANY PROBLEMS OR QUERIES WITH YOUR ORDER YOU SHOULD FIND ALL THE INFORMATION YOU NEED IN THIS PACK AND/OR ON OUR WEBSITE
1. Your order should arrive within 7-14 days unless you have ordered customized items (all items marked with an asterisk (*) on our website).
2. Please find attached your sale receipt/invoice which will show your order details along with a delivery/tracking number.
3. Your tracking number can be used as a guide to ascertain approximately when your order is likely to arrive by using it on the appropriate carrier website.
4. If you have any specific questions about your order please email customer services with your full details including your full name and address and order number (as shown on your order confirmation) your postcode and email address. Your query will be dealt with by one of our email staff.
5. You will find a full list of product and company information available on our website. This should answer any other queries you may have about your order status. You can access this information at any time.
6. Our website has been designed carefully to provide answers to the most common queries our customers may have about order(s).
7. When your order arrives, DO NOT sign for them “in good condition” unless you know they are! If the driver will not wait or there is no time to inspect them then always write “unexamined” along with your signature. If you sign for goods as “received in good condition” (the default acceptance) and they are subsequently found NOT to be in good condition we can not refund any claim for transit damage.
8. If you have a problem with your order please contact us in writing with the details within 7 days of your order being received. Use the returns form where appropriate. A telephone message is not suitable and will not be responded to. This method prevents any confusion over queries and will ensure your problem is dealt with in the appropriate manner. “In writing” can mean by fax, email or post. Proof of contact may be required so always keep a copy.
9. Please ensure you review our Terms & Conditions and Returns Procedure instructions as included with this email and also available on our website. Our website also provides safe product care and use instructions where appropriate.
RETURNS PROCEDURE
In ALL cases, notification of any problem(s) with your order must be in writing to Northern Lights and within 7 days of receipt of your order. This can be done by email or post. Please complete all the information sections on the Returns Form. Without this, your claim may be invalidated.
A Returns Form can be found in this pack. Copies are also automatically sent with your original order confirmation and sales receipt. Forms are also available upon request or on our website.
Please read the following section BEFORE completing the Returns Form.
IMPORTANT- customized and made-to order items have different return rules from standard products.
Do not follow the procedure for standard goods. Please refer to the Customised and Made-to-Order Items Returns Procedure.
STANDARD PRODUCTS
FAULTY GOODS - A returns form must be completed clearly detailing each faulty item and its fault. You will be advised of the procedure to follow once your form has been received back at Northern Lights.
DO NOT send goods back unless/until instructed to do so.
ORDER DID NOT ARRIVE ON TIME
If you did not specify a delivery date with your original order then your goods will usually arrive within 7-14 days of placement of order but can take up to 30 days from date of order depending upon our workshop schedule. Orders can not be refunded on the basis of being late unless we had previously agreed a delivery date with you (see below).
a. You may specify a required delivery date (deliver by…) when placing your order (or up to 2 days after placement of order) by email or in writing. We will advise you if we can not meet your chosen date.
b. This agreement of date must have written proof and confirmation from us that we received it in order for us to validate a claim for late delivery.
c. If you wish to agree a date, please consider allowing a day or two either side of this for possible carrier problems. Provided we have proof that we sent your goods to you in time for your chosen date then we deem our contract to be fulfilled by us. Note that we cannot be held responsible for delivery delays incurred by carrier problems (strikes, misdirection, wrong delivery, road incidents, weather conditions etc).
d. We cannot be held responsible for non-delivery or late delivery if the delivery address provided to us is incorrect in any way.
e. Whilst we are prepared to send completed orders to the customers preferred delivery address we reserve the right to make the delivery to the billing address only. Customers will be advised if this is the case.
ANY OTHER PROBLEMS
If you have a problem with your order that is not covered by the above notes, please contact us BY EMAIL stating your name, address, order number and the problem you are experiencing. We will endeavour to get back to you within 6 hours with further instructions. You can also find the information you require on our website.
CUSTOMISED & MADE-TO-ORDER ITEMS RETURNS PROCEDURE
(this information refers to all items marked with an asterisk (*) on the website)
Custom made-to-order items do not normally qualify for a refund or return unless the goods are actually faulty.
Canceling Your Order:
This can only be done within 2 days of placement of your order. After two days, the order production will have started and cannot be stopped.
Candles are not the colour you ordered:
For specific colour shades we emphasise on our website (under the colour chart guide) that, should you require a very particular colour or shade, you send in a sample of the colour you require. This enables us to ensure an accurate match. This service is free and helps to avoid disappointment.
Our online colour chart is a guide only. Colours 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 the product is actually faulty or the candles are a different colour from those ordered. If you feel this is applicable in your case then please return one single unit only from the batch of the incorrect colour candle for examination in our workshops. If we agree the colour is incorrect by more than one shade (to allow for changes during transport and/or UVA effects) or does not match your swatch we will replace the order for you. Please, where possible, do not send glass/candle holders with returned candles. Ensure you send your candle/s with a completed returns form detailing the full problem with them and include all your order details.
Important Before returning your candles please note the following information
(this information is also supplied at the time of placing your order and also noted on our website)
1. Paler coloured candles that are scented are sometimes affected by the scent itself and may be discoloured slightly depending on the scent used. We always try to get as close to the colour chosen as possible for you.
2. Swatch matching will be done as closely 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 sunlight can be affected by UVA therefore we advise that candles are kept in a cool dark place until ready to use in order to maintain colour quality.
4. If you are comparing your candle to a previous order and your new order is a different shade in colour then please note that UVA light and environmental changes can and do affect your candles. The new batch may appear to be different but they will change also over time.
5. If you had previously ordered a sample colour that you liked and require more in the exact same shade you must send one of the samples back with your new order for matching otherwise we can not guarantee an exact match by using the online colour chart alone.
6. If your candle is in a glass holder, please remove it before making comparisons to your chosen colour swatch. Light reflecting through glass can make wax colours appear different.
If you have any other problem (outwith those noted above) then please notify us within 7 days of receipt with the full details. We will then advise you on the options available to you.
RETURNS FORM
Post or Email To: Northern Lights Cairndubh Inverinan Argyll PA35 1HH email: sales@onestopcandleshop.co.uk website: www.onestopcandleshop.co.uk
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Additional Comments:-
Please refer to website for full terms & conditions or you can request a copy in writing
Use a separate sheet if necessary making sure you provide all the information required.
If the form is incorrectly filled in it may cause a delay or make your claim invalid.
Please tick as appropriate
I require a Replacement I require a Refund
We are proud to use recycled packaging. This includes re-using boxes and paper donated from other companies I verify the above information is correct Signature Print Name Date
Terms and Conditions
- Payment is due with order. Payment methods available are - credit card (online), Paypal or cheque. Please make cheques payable to "Northern Lights".
- Delivery of orders is usually within 2-7 working days from receipt of payment subject to stock availability.
- 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 may 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 this in the comments box before submitting your order. This will enable us to advise you if there is a problem with meeting this date.
- Standard delivery charge is £6.95 to
- Products and Prices - we reserve the right to change/update the products and prices shown on the website at anytime and without prior notice.
- Contract - by purchasing from Northern Lights you are entering into 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.
- Health and Safety - customers are asked to read the candle burning, candle safety and relevant product information pages either supplied with the goods or shown on our website under the information section (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 and returning the goods will not be refunded.
- Automatic Cancellation - orders will be automatically cancelled after 14 days of receipt if no payment has been received unless otherwise stated by the purchaser or previously agreed.
- Batch Production - due to batch production methods customised, made-to-order candles and sizes quoted on our website are approximations only. If accuracy of size is of particular importance please advise us accordingly. Sizes quoted in most cases will not be out by more than 10% unless stated otherwise.
- Transit Damage - goods signed for at the time of delivery without prior inspection will invalidate any claim for “damage in transit". If in doubt, include the word "unexamined" along with your signature when signing for receipt. If the box is obviously damaged, sign the delivery form as "box damaged". Notification of defective goods must be within 4 days of delivery and in writing (by email or post) using the supplied returns form. The returns form should be returned by standard mail, must be signed, and be received on our premises within 7 days. Note that delivery drivers are allowed to wait for 15 minutes whilst goods are inspected prior to signing for.
- 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.
- Standard Order Cancellation – standard orders can only be cancelled 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 dispatched.
- Customised Order Cancellation - handmade, made-to-order or customised products can not be cancelled except under exceptional circumstances. Items of this nature are marked with an asterisk (*) on the website against the product. Please refer to our “Customised and Made-to-Order Items” documents.
- Customised Item Delivery Times - 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.
- Refunds are usually only issued in money if over £10.00. Under £10.00 refunds are issued by way of a credit note with ourselves and can be redeemed against 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 query. Your email will be passed to the relevant person and you should receive a response within one hour (during working hours, six hours outwith).
- 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 will not delay your query in any way.
- Order Submission - once you have pressed the submit button you are entering into a legally binding sale of contract with Northern Lights. Any changes you wish 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 under any circumstances.
- Owners Risk - if your order specifies that delivered goods are to be left without signature then Northern Lights or their delivery services cannot be held responsible for items that may be subsequently discovered as damaged or for items that go missing.
- Samples - if you require samples we can, on certain products, supply them. You would order and pay for the item(s) in the usual way however if you subsequently return with an order over £50.00 we will refund the sample product value only (and providing the sample value did not exceed £3.00 - exclusive the postage & packing). If you wish to return the sample(s) you would use the "cooling off" clause to do so. Samples and any subsequent order must take place within 14 days of each other to be applicable to this condition.
- Swatches - when sending in a swatch colour sample we usually keep it on file for 3 year for reference purposes. If you wish to make another order using it you can do so by quoting your last invoice number the swatch was used with (this does not apply to organic samples which are disposed of immediately after use).
- Agreement - customers are deemed to have read our Terms and Conditions prior to placement of their order and are thereby agreeing to ALL our stated terms and conditions by submitting an order to us.
- Disclosure – Northern Lights reserve the right to deduct the correct payment from your card for your order - this includes delivery charges as may be appropriate.
- Updates - please also check website for updates.
TRACKING YOUR ORDER
Your tracking number and the name of carrier used can be found on your sales receipt emailed to you on the day of dispatch. If you need another copy please email us. If you did not provide an email with your order then you will need to email customerservices@onestopcandleshop.co.uk for further information.
Your receipt is sent as an attachment in ADOBE ACROBAT format. If you cannot open the attachment please visit Adobe on the Internet and download their excellent FREE reader at www.acrobat.com.
You can track your order online on the relevant carrier websites list detailed below:-
Parcelforce www.parcelforce.com.
Fastway www.fastwaycouriers.co.uk
Royal Mail www.royalmail.co.uk
We respectfully request that our customers check, in the first instance, on the relevant carrier’s website to check the parcels current status. If your tracking order starts with OLP then please wait for 14 days after you have received your dispatch notice before checking on line. Parcels using an OLP tracking number are usually delivered within 14 days and will only show up online after this time if there a problem with the delivery.
DELIVERY STATUS information notices are listed below:-
1. Your parcel does not show up on screen at all - please try again in 3 to 12 hours in case the system is slow or busy. If, after this period, the delivery still does not show please report it to us as “missing”. We will take up an investigation on your behalf and let you know what to do next. Please allow 24 hours for this to be actioned.
2. Your parcel is on screen but shows the word “held” - this means that no one was home when the carrier tried to delivery. It may also mean that the carrier could not find the address on that day’s delivery run within his allocated time. In either case the carrier would automatically make 2 further attempts to deliver so please be patient! In the case of no one being present to accept the delivery the carrier should leave a card for you to call them but normally they only do so after a couple of attempts first.
3. Your parcel status shows “out for delivery” - this means the carrier is on their way to your address on that date. Please note that sometimes drivers run out of time due to circumstances beyond their control therefore if your parcel does not arrive on the date it states “out for delivery” it should arrive the next day.
4. Your parcel status shows “return to sender” - this means the couriers were unable to deliver your parcel, or that a card had been left but no one subsequently contacted them to re-arrange delivery or to collect the parcel. In this case the parcel will be sent back to Northern Lights and you will need to contact us for further information.
5. If you are out when they delivered - it is your responsibility to contact the carrier within 14 days to arrange a re-delivery or to collect the parcel at their local depot or other place notified to you.
The only time we can usually contact the carrier on your behalf is if the parcel has actually gone missing, or has been damaged. This delivery policy is in place to save time and money for you as the customer (in terms of avoiding expensive phone calls to us) and to help keep our product prices low as stated on our website.
If you are still having a problem with your delivery please contact us by email with the full details. We will aim to respond within 24 hours.
CANDLE INFORMATION & SAFETY SHEET
v Keep the wick of the candle trimmed to approx 1cm.
v Keep candles out of draughts when lit, otherwise it may cause them to burn unevenly, smoke or drip.
v Keep wick central. Check the melt pool from time to time. If it’s not central to the wick push the wick towards the area that’s not melting to correct it.
v Use a candle snuffer to put out your candle
Large candles (2" + diameter)
At first lighting of large diameter candles, burn it CONTINUOUSLY such that a large melt pool is formed – this melt pool should approach, BUT NOT MEET WITH, the edge of the candle. A typical melt pool may take hours to be formed (approximately one hour per inch diameter of candle). By doing this you will open up the wax and on subsequent re-lightings and burning, the candle will follow that path thereby using most of the wax. If you do not follow this procedure on the first burning it will result in a small core burning down the middle of your candle thus wasting a lot of the wax. Remember to keep the wick neatly trimmed.
Conical and pyramid shaped candles
Due to the shape of these candles you will need to trim the wick more frequently until the candle burns down into the wider part of the wax.
Scented candles
If you have any wax left at the end of your candle and it is scented, break up the wax into small pieces and place small amounts on top of an oil burner (no water). Light the burner and it will melt the wax releasing the fragrance.
Hurricane Shells
Always ensure that the night-light is central. Never use anything larger than a night-light to illuminate the Hurricane Shell. Shells should only be illuminated for a maximum of two hours. The shell must be allowed to cool for thirty minutes before relighting.
Uneven Burning
Some candles, no matter how hard you try, will still burn unevenly, drip wax, and not burn completely. To minimize this try to keep the wick straight and regularly trimmed. Keep the candle out of draughts where possible. Candles are made in many different ways therefore they burn in many different ways. In general, more expensive ones burn better and for longer.
SAFETY
Ø Always use a heat/flame retardant container for your candles.
Ø Glass containers may crack if exposed to direct flame.
Ø Never leave a burning candle unattended.
Ø Remove any décor & packaging from candles before lighting.
Ø Be aware that some décor on or around candles used as decoration may burn or spark.
Ø Don’t allow pets or children near candles.
Ø Place candles away from curtains and other flammable furniture.
Ø Always secure your candle to its container with wax or spike.
Candle Care
Manufacturers of candles will always try to indicate the approximate BURN TIME of their products. This burn time is calculated on the safe and correct use of their products and will vary enormously if their instructions or recommendations for correct use are not followed.
Northern Lights cannot be held responsible for variations in quoted burn times as providing proof of correct use is almost impossible. These notes have been written to assist the candle user in obtaining the best possible results from their purchase.
1. Placement - Place your candle on a level surface. Candles that are not level will burn unevenly causing spillage (runs). This is wasted wax and is the main cause of complaint from customers who expect a longer burn from a given candle size. It can frequently amount to over HALF of a candles wax capacity and burn time. The use of decorative candle sand can provide a surface for candles to be correctly levelled.
2. Location - Do not expose your candle to unnecessary draughts – this can result in the same effect as above i.e. the flame will burn in the direction of the breeze causing the edge of the candle to melt and resulting in spillage.
3. Maintenance - Keep the wick trimmed. Wicks that are allowed to burn without trimming will invariably curl and lean to one side. The wick can be trimmed whilst the candle is cold using ordinary scissors or by using our candle trimming tool. Remove only the carbonised part of the wick (i.e. the bit that will disintegrate in your fingers). A properly trimmed wick should be about half-an-inch (12mm) tall. If the wick should appear to be moving away from the centre of the candle then CAREFULLY (as you need to do this whilst it is still burning) push the wick back using, for example, a tooth pick. You can check for a non-centred wick since the candle rim will start to lose its level and sag to one side (assuming this is not being caused by a breeze). Do not allow carbonised parts of the wick to fall into the wax pool. This is not only unsightly but will eventually interfere with the burning path and result in spillage.
4. First Light and the Melt Pool - Always allow larger candles to burn for a given amount of time after they are first lit as you need to develop a melt pool. A rule of thumb is to allow a candle to burn for ONE HOUR for every inch of its diameter i.e. a 3-inch diameter candle should, on its first burn, continue for THREE HOURS before being extinguished. This will form a pool of melted wax that, as the candle burns for the FIRST time, spreads across the width of the candle. Extinguish the candle before the melt pool exceeds the width of the candle or, if you wish for a ‘lantern’ effect then do not allow the melt pool to get within one quarter of an inch (6mm) of the edge. Forming a correct melt pool will allow your candle to burn more efficiently and at each subsequent relighting this melt pool should be repeated. Failure to form a proper melt pool will result in the candle burning a deep, narrow hole through its centre making it difficult to maintain (trim the wick) and almost impossible to relight.
5. Dinner Candles – this type of candle in particular suffers the most from incorrect positioning. Try to ensure the candle is absolutely vertical. Dripping wax is an immediate indication that the candle is not ‘true’ and this has a huge effect on burn time (can lessen it by half or more).
6. Votives – should be burned in their appropriate holder. Failure to do so will result in the candle rapidly spreading and forming a wide, melted lump and possibly resulting in a fire! In its correct container a votive candle will still melt but its shape will be maintained by the holder. Keep an eye on the wick position. If the wick should move off-centre the votive may not keep its melt pool centred and can result in the wick being drowned (flooded). Off-centred wicks may also cause the votive holder to crack! Using an appropriate container will also get you maximum burn time from the candle more easily.
7. Pillar Candles – often the most frustrating type of candle, these are more appreciative of the ‘FIRST LIGHT’ and ‘MELT POOL’ considerations as mentioned above. If a pillar candle is burned properly then, at the end of its life, it can be resurrected by placing a tea light candle in the ‘hole’ that is burned through its middle. This is particularly effective on coloured (over-dipped) or our picture candles.
8. Larger Candles - to get the best from your large candle see tip 4. If the melt pool spills over the edge of the candle put the candle out and allow the candle to cool for at least 4 hours before re-lighting.
9. Metallic candles – these sometimes form a thick metal skin around the surface - this is the metal content of the colouring which can not burn. If this skin affects the wick, gently remove the skin away from the wick and melt pool to allow the candle to burn freely. When the candle is finished the metal skin will be left behind - this is normal.
10. Hurricane wax shells - only allow them to burn for 4 hours at a time or the outer shell may soften and warp.
11. Burrowing Candles - in most cases this is caused by not burning the candle long enough on its first burn - refer to tip 4. If your candle does burrow you can re-set it by carving away the excess wax until the top of the candle is flat again. Start again using the 1 hour per 1 inch diameter rule in point 4. Or you can put a t-light inside the shell and use the candle as a lantern.
12. Gel Candles – these will burn at a much higher temperature than standard wax candles therefore great care should be taken when burning them. Always place on a flame proof dish and ensure that any decoration supplied with the candle does not touch the flame. Scented candles and candles with decoration within the wax such as leaves, sticks etc will crackle and may spark a bit if allowed to touch the flame.
13. Scented candles - if you have any unburned candle left when the candle is more or less finished, break up the bits and use them in an oil burner.
14. Jar Candles - handle with care! Glass containers are fragile! Avoid glass-to-glass contact when removing the lid. Do not use the candle if the glass is cracked, chipped or scratched. Do not lift by the lid. Do not allow the flame to touch the side of the jar. The jar may become hot therefore handle with care. To minimize the amount of wax left on the sides of the jar, burn for 3 hours at a time. It is normal for some wax to be left behind. The amount will vary depending on colour and fragrances used in the candle and also external influences such as drafts. Prevent possible heat damage to counter/surface by discontinuing use when 1/2 inch (10mm) of wax remains. Extinguish carefully before replacing lid.
15. Tins - can become very, very hot when in use. Always place on a heat resistant surface. The flames will heat the sides of the tin during the burning process making sure most of the wax is used. Burn tins for long enough each time so that a large melt pool forms. This will prevent the flame burrowing thus wasting a lot of your candle.
16. Floating Candles - generally sit level or just above the surface of the water. They will rise up as the candle burns thus burning most of the candle completely. For most types of floating candle there will be a hollow shell left when they are finished. Never allow the floating candle flame to be under a glass or decorative over-hang. You can burn floating candles out of the water but, as with candles in general, always use a flame proof dish. Note that pool candles, whilst designed to float in pools, will not work efficiently in strong breezes or rain. For breezy conditions we recommend our Candle Swimmers with t-lights inside them.
17. Storage - store candles in a cool and dark place to maintain colour and scent until use. This is particularly important for candles coloured-to-order for a special event. Colour can be affected by long exposure to bright sunlight.
18. Burn times - issued on candles are based on the candle being lit and burned continuously. If a candle is extinguished many times during its life this will reduce the burn time stated. This is particularly relevant to container candles such as jars, t-lights and votives.
19. Spilt Wax – that has spilt onto a solid surface can be removed by careful scraping taking great care not to mark the surface under the wax.
Wax spills onto cloth, carpet etc can be soaked up by applying blotting paper or newspaper to the wax and using an electric iron (on a cool setting) over the paper. This will cause the melting wax to be absorbed into the paper. Lift and repeat using new paper as required.
Wax stuck to holders can be removed by careful application of boiling water in a heatproof basin. Submerge the holder in boiling water and wait until the water cools when the hardened wax will be found to be floating on the water surface and can be removed. Dispose of silt wax carefully and do not allow any to go down and drains/sinks etc.
If you find your wax forming a PLUG in the bottom of a holder it can be removed by placing the holder into a freezer for a while. This hardens the wax and ‘may’ allow you to tap the plug out on a hard surface – using great care not to damage the holder!
These notes on wax removal (spilt wax) are for guidance only and we cannot accept any responsibility for any problems, errors, damage or injury caused to person or property incurred by following any of these instructions.
20. If you have any other query regarding the use of any products purchased through our website please do not hesitate to contact us for advice.
great care not to damage the holder!
These notes on wax removal (spilt wax) are for guidance only and we cannot accept any responsibility for any problems, errors, damage or injury caused to person or property incurred by following any of these instructions.
20. If you have any other query regarding the use of any products purchased through our website please do not hesitate to contact us for advice.