COMMON QUERIES

You Asked, We Answered

DO YOU OFFER GIFT CARDS?

Yes we do, you can find these in the gift section.

WHAT ARE THE PAYMENT OPTIONS?

We accept PayPal, Debit & Credit Card payments, we have also teamed up with ClearPay.

ClearPay allows you to pay in weekly/monthly installments.

WHAT IS YOUR RETURN POLICY?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@thehertfordcandleco.com If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Postal costs of the return items are the responsibility of the buyer, postal charges will not be refunded unless the product was damaged or faulty.

You can always contact us for any return question at contact@thehertfordcandleco.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Any damages need to reported within 2 days of receiving your parcel, after this time, any damages will not be accepted.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards or any personalised items.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.