Refund policy

Order cancellations are permitted under the following conditions:

•  For future deliveries, cancellations must be made no later than three days before the scheduled delivery date.

• For "express" orders, cancellations are allowed within one hour of placing the order.

We can cancel your order but a cancellation fee of 10% of the order amount will be applied. This fee covers taxes, processing fees for Visa or Mastercard transactions, and platform service charges.

 

Last Updated: November 2024

At Cumbria Candle, we take great pride in delivering the most beautiful wax melt flower boxes to our valued customers. To ensure your utmost satisfaction, we have a strict refund policy in place for our goods. Please read the following guidelines carefully:

On-Time Delivery Guarantee:

We promise to send you the most unique hand-made wax melt flower box hat products. Please be advised that depending on the availability of ingredients we use for our products, sometimes the colours of the flowers may differ slightly from the colours in the photo, but the arrangements will still remain the same. Additionally, we would like to inform you that the flower boxes are hand-made unique products, therefore we cannot guarantee to represent the same look of our products. Every item has its own unique look with quality guaranteed.

Satisfaction Guarantee:

If, for any reason, you are not fully satisfied with your order, please contact us at info@cumbriacandle.com within 24 hours of receiving your delivery. To process your request efficiently, kindly include your order number, a photograph of the product as delivered, and details of your concern.

Condition of wax melt Flowers:

Flowers made of wax melts are sturdy items on a normal day to day usage; despite their sturdiness their longevity could be affected by various factors, such as environmental conditions and handling. Therefore, any complaints regarding the quality or condition of flowers must be made within 24 hours of receipt to be eligible for a replacement or refund.

 

Returns Policy:

Hand-made products can only be returned if they are found to be faulty upon delivery. Please note that your statutory rights are not affected. If you believe your flower boxes or wax melt flowers are faulty, contact us before returning the item, and we will guide you on the best way to proceed.

 

Delayed Delivery: 

We wish to inform you that occasional delays in delivery may occur with our courier partners such as DHL and Royal Mail. While such instances are infrequent, exceptions can arise. In such cases, all delivery costs will be promptly refunded, and the flower box will be delivered on the following day.

In such a situation: flower boxes are not refundable if they are delivered the next business day.

 

Unattended Deliveries:

We understand that sometimes recipients may not be available at the delivery address. While we strive to ensure successful delivery, we cannot be held responsible for packages that are left at the recipient's door or any other unattended location. If you anticipate that the recipient might not be home at the time of delivery, we recommend providing alternative delivery instructions or opting for delivery to a more secure location.

VERY IMPORTANT:  Refunds are not possible if the recipient rejects the flowers! Unfortunately, flowers are perishable goods, so we do not accept complaints about parcels rejected by recipients.

 

Reporting Theft:

In the unfortunate event of a package being stolen after delivery, we advise you to report the theft directly to the courier company (DHL, UPS, or Royal Mail). We will provide any necessary information or assistance to aid in the investigation.

 Please note that our refund policy may be subject to change, and the terms and conditions mentioned above will be in effect as of the date of your order.

If you have any further questions or concerns regarding our refund policy or the quality of your order, please do not hesitate to reach out.

Thank you for choosing Cumbria Candle for your unique long lasting wax melt flower box needs. We are committed to providing you with the best products and service possible.