Refund policy
Return Policy:
Carol's Candles & Gifts Ltd ("I" "we" and "us") is the operator of (https://carolscandles.co.uk) ("CC&GLtd") also known as Carol's Candles. By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations for our service. (last updated: Saturday 28th March 2026).
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1. General:
Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time, there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item. Items are hand-made to order and you should allow at least 2 working days for this as only small stock may be kept. For the processing of large orders 8 days. Though many orders are usually dispatched within 1 week of receiving the cleared payment.
Don't see your postcode, do not worry there are other shipping options available, and more coming soon. Processing time varies but usually 3 days then dispatched.
Don't see your postcode, do not worry there are other shipping options available, and more coming soon. Processing time varies but usually 3 days then dispatched.
2. Returns:
2.1 Return Due To Change Of Mind etc.
Carol's Candles will happily accept returns due to a change of mind as long as a request to return is received by us within 14 days of receipt of the item and is returned to us in the original packaging, unused, and resalable in good condition.
Items should then be returned within 30 days of the request being accepted, after this a full refund may not be given.
Items should then be returned within 30 days of the request being accepted, after this a full refund may not be given.
Return shipping will need to be paid at the customers' expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
Carol's Candles will refund the value of the goods returned but will NOT refund the value of any extra shipping paid. Please note that items are checked before dispatch and upon return, if items have been damaged by accidental use and not returned in their original condition a small fee may be deducted. (not including postal damages).
2.2 Warranty Returns:
Carol's Candles will happily honour any valid warranty claims, provided a claim is submitted within 30 days of receipt of items.
Not sure if your item has a warranty, check your receipt or email, alternatively please ask. All items specifically made by Carol's Candles do have a 7-day warranty minimum.
Not sure if your item has a warranty, check your receipt or email, alternatively please ask. All items specifically made by Carol's Candles do have a 7-day warranty minimum.
Customers will be required to pre-pay the return shipping, however, we will reimburse you upon successful warranty claim.
Upon return receipt of items for a warranty claim, you can expect Carol's Candles to process your warranty claim within 7 days of it being received.
Once the warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund -store credit
(c) a replacement item sent to you (if stock is available)
3. Parcels Damaged In Transit:
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.
4. Duties & Taxes:
4.1 Sales Tax:
Sales tax has already been applied where applicable to the price of the goods as displayed on the website or can be found at checkout if any. We are not VAT registered and do not charge extra tax in United Kingdom.
4.2 Import Duties & Taxes:
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country, e.g. for high-value goods usually over £50. This varies by country, and Carol's Candles encourages you to be aware of these potential costs before placing an order with us. If there is a fee you should be notified by customs. If left unpaid for up to 2 weeks customs may return your order to us. If this is the case it will be refunded.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Carol's Candles at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping if applicable. The cost of the initial shipping will not be refunded. Items held are usually returned after 2 weeks if unpaid.
5. Cancellations:
If you change your mind before you receive your order, we can accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
6. Insurance:
Parcels are insured for loss and damage up to the value as stated by the courier where possible.
7. Customer service:
For all customer service inquiries, please submit an inquiry at Carol's Candles or (CC&GLtd)
Thanks for visiting.