Returns

If you are unhappy with your Black Candle Company of Northumberland purchase you can return any items within 7 days of receipt as long as the item/items are in their original packaging and the product has not been used. We will be willing to exchange or refund the item via the original payment method (Pay Pal, Direct Debit cards). We will be unable to refund postage but we will exchange any item free of charge.

Returning my Package


Please send any returns to:

Court Yard Flat,
Blagdon Hall
Seaton Burn
Northumberland
NE13 6DB

Please make sure the package is securely wrapped and it is your responsibility to return the items in a re-sellable condition. Please send your package by post, including the original delivery note so we can refund the item. Please state whether you would like a refund or an exchange.

If you have lost your original delivery note please include within the package your name, address, contact number whether you would like a refund or an exchange for another product within the 7 days. The return postage cost will need to be paid for recommending a “signed for” delivery service to guarantee your delivery reaches us. Some items will need to be returned to us to be assessed then we will refund or exhange the products.

 

Damaged Items


If the item is faulty or damaged please email: sam@black-candle-co.com with photographic evidence of any damaged made in transit to be assessed and we will either exchange or refund the product for the same item or a similar replacement of value/size if out of stock (preferences will be considered). In certain cases the item will need to be sent back to the warehouse for testing or reporting and a refund will be given alongside delivery costs.

Here at the Black Candle Company of Northumberland we shall make every effort to make sure all purchases are delivered in perfect condition.

 

Faulty Items


Within 30 days please contact us on 07468564366 ( Monday-Friday 9am-5pm) or by email: Sam@black-candle-co.com then you can return the item for an exchange or refund. Please contact us by phone if it is over the 30 days to discuss any faults. We will refund any postage on faulty items. Any misused or products where the customer has not followed the supplied safety instructions will not be refunded.

 

Wrong order received


Please accept our apologies and contact us by email: sam@black-candle-co.com or phone us on 07468564366 (Monday – Friday 9am to 5pm) Please send all returns to the address shown above. Once we have received the wrong item we will send the correct item back out to you. We will refund the cost of sending the item back to us. We strongly recommend obtaining any proof of purchase when returning the item.

 

Can I return an item I received as a gift?


We can exchange any item received as a gift, please supply the original order number or email address from the initial order. An email will be sent to the original person who ordered the item once the exchange has been made. Any refunds will be returned onto the original method of payment (PayPal, direct debit/credit cards)

 

How long will it take to deal with my return?


It will take up to 5 working days (Mon-Fri) to refund your item. You will receive an email once we have processed your return.

Please remember that it can take three to four working days after we have processed a refund payment for it to appear on your credit card statement.