FAQ's

ORDERING

How long is your lead time?

Although we are a small business we are proud to offer fast, easy service. Orders placed will often be despatched the same day (Monday - Friday). If not, the next working day should see your order leave us. During our peak times this may be extended but shouldn't exceed 3 working days at the absolute maximum.

If you're in a hurry for your items we would encourage you to upgrade to a First Class or Next Day delivery service. 

Are your products suitable for vegans?

All of our soy candles are made with 100% soy wax flakes and either pure essential oils or high grade perfume oils. We don't test on animals and the ingredients we use are also cruelty free. 

We may occasionally stock other candles or homewares that use beeswax, honey or leather but these will be clearly described. 

Where are your candles made?

We make every single candle by hand in our studio in Dorset. The whole process is done in-house by our team of 13.

Does your soy wax come from a sustainable source?

Our soy wax is grown and processed in the USA and is certified free of GM materials. We do not use soy grown in South America. 

Can I get samples before ordering?

Absolutely! You can purchase individual tealight or melt samples and we also include a free sample in parcels whenever we can. Drop us a note if there's a scent you didn’t order but would like to try.

Are your candles made with essential or perfume oils?

We use both essential and perfume oils in our blends. This allows us to get a great range of scents and also makes our candles excellent value for money. We include a list of the ingredients on each product page to help you make the best choice for your preferences. 

How will my order be presented?

We are proud to use completely plastic free packaging. Your items will be wrapped in recycled newspaper off-cuttings, sealed with paper tape and placed in a box with starch packing chips. All of our packaging can be recycled, re-used or composted. We also include packaging information and recycling advice in every parcel. 

Can my order be sent as a gift?

Absolutely! You can choose to gift box your order by adding the option to your cart before checking out. We will also include a note if you'd like, and we never send parcels out with financial information in them. Please note that parcels are often sent in branded cardboard boxes.

DELIVERY

 How much is delivery to the UK?

Delivery to the UK starts from just £2 and is calculated on the contents of your basket. We also offer delivery upgrades and free standard shipping with the UK when you spend over £50 online. 

Do you deliver internationally?

We are able to ship to most European countries, America, Canada and Australia.

The vast majority of our products internationally however we sadly cannot send reed diffusers outside of Europe and matches are only available for delivery within the UK. 

International delivery rates are calculated on the weight of your order and will be displayed during checkout. 

I need a parcel tomorrow, can you do that?

If you order before 12 noon we offer next working day delivery (Monday to Friday) to mainland UK addresses with DPD Local. Please select that delivery method when placing your order. We also offer Royal Mail 1st Class delivery which is often next working day, but cannot be guaranteed. 

Who will deliver my parcel?

We use Royal Mail for the vast majority of parcel deliveries. We also use DPD Local for larger orders and for those who've upgraded to next working day delivery.

How will I know when to expect my parcel?

You will be sent an email when your parcels leaves us. For 2nd Class orders being delivered by Royal Mail we estimate a delivery lead time of 2-3 working days. 1st Class orders can usually be expected within 1-2 working days. Royal Mail parcels are sent on a signed-for service and you will be able to check on the status of your delivery via a link in your despatch notification. 

DPD Local orders are next day if ordered before 12 noon. You will be sent a tracking link if you selected DPD Local delivery. 

What if I'm not home when my parcel is delivered?

Royal Mail - If you are out when your parcel is delivered your parcel will either be left safe on your property, with a neighbour or taken back to the sorting office if neither of those options is possible. You will be left a card with details to arrange re-delivery or collection from the sorting office. 

DPD Local - If you miss your DPD Local delivery the driver will either leave the parcel with a neighbour or return it to the delivery depot. You will normally be given the option to reschedule delivery by text or email. We request a signature upon delivery for all DPD Local deliveries so sadly they cannot be left safe. 

What shall I do if I'm having problems with my delivery?

If your delivery isn't going to plan then please contact us right away. We are here to help sort out the issue and will do everything we can to get your parcel to you. You can call us on 01747 859200 or email us at hello@thebotanicalcandleco.co.uk

 My parcel was damaged, what shall I do?

If you've received your order and something has been damaged during delivery please let us know right away. Please email us with details of your delivery, what's damaged and a photo if possible and we will arrange replacements or a refund, depending on the situation and what you'd prefer. We request that all damages are reported within 48 hours of delivery. 

Something is missing from my parcel, what shall I do?

We are only human and very occasionally we may miss something out of your parcel. If this has happened please let us know and we will get the missing item to you whilst apologising profusely! 

 BESPOKE & CORPORATE ENQUIRIES 

Can we bulk buy candles for a corporate event?

We are always happy to discuss bulk orders for corporate events or gifts. Please email us at hello@thebotanicalcandleco.co.uk with an overview of what you had in mind and we will get back to you with a detailed quote. 

Please note we are unable to offer personalised branding on our products. 

Can I buy candles and have them branded with my own labels?

At this stage we are unable to offer own brand or white label candles. 

Stockist & Supplier Enquiries

Can I become a stockist?

We are currently taking on new stockists and would you to complete a new stockist application form. Please note that we are only accepting stockists with bricks and mortar shops at this stage. We are unable to take on any new stockists wishing to retail our products online or as part of subscription and gift box services. 

Stockist applications are reviewed as quickly as possible but this can take up to a week and possibly longer during busy times.

Can I become a supplier?

If you make or sell a product that you feel would be the right fit for us then we'd love to hear from you. Please email us at hello@thebotanicalcandleco.co.uk and we will be in touch.