Shipping Policy

Last updated: 7 September 2026

This policy explains where we deliver, how orders are prepared, the delivery services and charges that may apply, how international duties and taxes are handled, and what happens if a parcel is delayed, missing, damaged or returned to us.

This policy applies to orders placed through emiliecandle.com.

It should be read together with our Refund & Returns Policy, Terms of Service and Contact Information.

Nothing in this policy limits any consumer rights that cannot lawfully be excluded.

1. Where we deliver

We currently deliver to:

• the United Kingdom;

• the United States;

• supported destinations within the European Union; and

• certain additional international destinations where delivery is made available at checkout.

The countries and regions available at checkout may change depending on carrier availability, customs requirements, product restrictions or other operational considerations.

If your country, region or postcode cannot be selected or does not produce an available delivery method at checkout, we cannot guarantee that we can deliver the order.

Restrictions may apply to remote locations, offshore territories, PO boxes, parcel-forwarding services and certain postcode areas.

The availability shown at checkout for your particular delivery address takes priority.

2. Delivery charges and free shipping

United Kingdom

Royal Mail Tracked 48: £4.99

Free UK delivery: qualifying orders of £49 or more

The free-delivery threshold is based on the qualifying order value calculated at checkout.

Royal Mail Tracked 48 is a tracked service with a normal delivery aim of approximately 2–3 working days after dispatch. “Tracked 48” is the name of the service and does not constitute a guarantee that a parcel will be delivered within exactly 48 hours.

European Union

Standard EU delivery: currently €23.95 for eligible orders below the free-delivery threshold.

Free EU delivery: qualifying orders of €150 or more.

International carrier availability can depend on the destination, contents, parcel weight and other shipment details. Where a different delivery charge is displayed at checkout for a particular order or destination, the rate displayed before payment takes priority.

United States

US delivery: calculated at checkout.

Available international services currently include FedEx and DHL, with the available service and final cost depending on the delivery address, parcel characteristics and order.

Free US delivery: qualifying orders of $150 or more.

Because paid US shipping is calculated for the individual shipment, any shipping amount seen elsewhere on our website, in advertising or in previous orders should be treated as an estimate only. The delivery charge displayed at checkout before payment is the applicable charge for that order.

Other supported international destinations

Where we make delivery available to another country or region, the applicable delivery charge and any free-shipping offer will be displayed at checkout before payment.

General shipping-rate rules

Free-shipping thresholds apply to the qualifying merchandise value determined at checkout.

Discounts, gift cards, products that do not require physical delivery and other adjustments may affect whether an order qualifies.

The final delivery service and delivery charge are always shown before you complete payment.

3. Delivery services

UK orders

UK orders are normally sent using Royal Mail Tracked 48.

Tracking information will be provided where available.

US and international orders

International orders may be shipped using FedEx, DHL or another suitable tracked carrier made available for the destination.

Current international services may include:

• FedEx International Connect Plus; and

• DHL Express Worldwide.

Carrier availability may differ depending on destination, order value, parcel size, weight, customs requirements and operational availability.

Where a carrier or service is shown at checkout, in your dispatch confirmation or tracking information, that information takes priority for your particular shipment.

International transit estimates shown by carriers are estimates rather than guaranteed delivery dates unless a specifically guaranteed service has been expressly agreed.

4. Order preparation

Preparation time is the time required to prepare your order before it is handed to the delivery carrier.

It is separate from the carrier's estimated transit time.

Our current general preparation estimates are:

• Ready or standard refill products: 1–2 business days

• Starter Sets and standard sets: 1–2 business days

• Handmade or made-to-order vessels: the preparation estimate shown on the product page or otherwise confirmed to you

• Large, event, trade or customised orders: confirmed separately

The preparation estimate shown on a particular product page, order or written agreement takes priority over these general estimates.

Orders are normally prepared on working days, excluding weekends and public holidays in England, unless we clearly state otherwise.

5. Handmade and made-to-order products

Some Emilie vessels, sets and other products may be made, cast, finished, assembled or prepared after an order is placed.

Handmade production may involve casting, curing, finishing, quality checks and packing before dispatch.

A stated preparation or dispatch estimate is not the same as a guaranteed delivery date unless we have expressly agreed a particular guaranteed date with you.

If a significant production issue means that we are unlikely to meet a stated dispatch commitment, we will contact you and provide the options required by applicable law.

Your statutory rights relating to delayed delivery are not affected.

6. International duties, taxes and customs

International orders are dispatched from the United Kingdom and may be subject to customs processing in the destination country.

For supported international destinations, applicable sales taxes, VAT, duties and import taxes are calculated and collected during checkout where required.

Where duties and import taxes have been collected from you at checkout, the shipment will normally be sent using a duties-prepaid delivery service where supported.

This means that you should not normally be required to pay the same import duties or taxes again when the parcel is delivered.

If a carrier or customs authority unexpectedly requests an additional import payment for an order on which duties or import taxes were already collected at checkout, please contact us before making the payment where reasonably possible so that we can review the shipment.

Taxes and duties depend on factors including:

• destination;

• product type;

• country of origin;

• product value; and

• applicable customs and tax rules.

The amounts applicable to your order will be displayed as part of the checkout process where they are required to be collected.

We are not responsible for delays caused solely by customs authorities carrying out lawful inspections or clearance procedures, but we will assist where reasonably possible if a shipment requires additional information from us.

7. Order confirmation and dispatch

After placing an order, you should receive an order confirmation at the email address entered during checkout.

This confirms that we have received your order. Acceptance of an order remains subject to our Terms of Service.

When the parcel is dispatched, we will normally send a dispatch confirmation.

Tracking information will be included where the selected delivery service provides tracking.

Please check your spam or junk folder if you do not receive an expected email.

If you entered an incorrect email address, contact us as soon as possible.

8. Delivery estimates

Preparation time and carrier transit time are separate.

A delivery estimate therefore normally begins after the order has been prepared and dispatched unless we specifically state otherwise.

United Kingdom

Royal Mail Tracked 48 normally aims to deliver within approximately 2–3 working days after dispatch.

This is a delivery aim and is not a guaranteed delivery deadline.

Unless otherwise agreed, UK consumer orders will be delivered without undue delay and within the period required by applicable UK consumer law.

European Union

The estimated delivery period shown at checkout or in your shipping confirmation applies to the selected international service.

Unless a different delivery period has been agreed, EU consumer orders will be delivered without undue delay and within the period required by applicable consumer law.

United States

Any stated dispatch or shipping timeframe represents the period in which we reasonably expect to hand your order to the carrier.

Where applicable US law requires us to obtain your agreement to a shipping delay or offer cancellation and a refund, we will do so.

Other destinations

The estimated delivery period shown at checkout or supplied with your tracking information applies.

Local consumer law may provide additional rights.

9. Delivery dates for gifts, events and time-sensitive orders

Carrier transit times are not guaranteed unless we have expressly agreed a guaranteed delivery date or you have purchased a specifically guaranteed service.

If delivery by a particular date is essential — for example for a wedding, event, birthday or other fixed occasion — contact us before placing the order.

An order note, email or message sent after payment does not by itself make a requested delivery date contractually guaranteed.

Any rights you have where an agreed delivery date is legally considered essential are unaffected.

10. Delivery delays

Delivery can occasionally be affected by circumstances including:

• severe weather;

• customs processing;

• carrier disruption;

• peak trading periods;

• public holidays;

• transport disruption;

• incorrect or incomplete delivery information;

• strikes or industrial action;

• security inspections; or

• other circumstances outside our reasonable control.

A carrier delay does not automatically remove our responsibilities to you as the seller.

If tracking has not updated for an unusual period or the parcel has not arrived within the expected timeframe, contact us and we will review the shipment.

UK and EU customers

Where goods are not delivered within the agreed period or the period required by applicable consumer law, you may be entitled to require delivery within an additional reasonable period and, in appropriate circumstances, cancel the contract and receive a refund.

Where an agreed delivery date was essential, applicable law may allow cancellation without providing an additional delivery period.

US customers

Where we cannot ship an order within a stated shipping timeframe, or otherwise within the period required by applicable law, we will provide any delay notice, cancellation option or refund required by applicable law.

11. Responsibility for the parcel

Where we arrange the delivery carrier, goods remain at our risk during transit until they are delivered into the physical possession of you or a person identified by you to receive them, subject to applicable law.

We are responsible for dealing with the carrier where the delivery service has been arranged by us.

You will not be required to resolve a lost or damaged shipment directly with our carrier where responsibility legally remains with us.

Different rules may apply where you independently arrange and commission a carrier that we did not offer as part of your order.

12. Delivery address

You are responsible for entering a complete and accurate delivery address, postcode or ZIP code and contact information at checkout.

Check these details carefully before completing your order.

If you notice an error, contact us immediately.

We may be able to update an address before dispatch, but we cannot guarantee that an address can be changed once:

• preparation has progressed;

• shipping documents have been generated;

• customs information has been submitted; or

• the parcel has entered the carrier network.

For certain international shipments, regulatory or customs requirements may prevent us from changing the destination country, state, province or other address information after the order has been processed.

If an address cannot be changed, we will explain the available options.

We are not responsible for a delivery failure caused solely by materially incorrect information supplied by the customer where we have correctly dispatched the order to the address provided.

13. Safe places, neighbours and delivery instructions

Safe-place, neighbour, reception, concierge or other delivery instructions are subject to the carrier's service and the circumstances at the delivery address.

Only select a location that is secure and suitable for the parcel.

Do not nominate a location where the goods may be exposed to theft, excessive heat, moisture, animals or accidental damage.

If tracking shows that your parcel has been delivered but you cannot locate it, please check:

• the full tracking information;

• any delivery photograph;

• nominated safe places;

• other members of your household;

• reception or concierge areas; and

• immediate neighbours.

Then contact us promptly if the parcel remains missing.

14. Missed, refused or uncollected deliveries

If a carrier cannot complete delivery, it may:

• attempt delivery again;

• deliver to an authorised alternative location;

• provide collection instructions; or

• return the parcel to us.

Please follow carrier collection or redelivery instructions within the stated timeframe.

If a parcel is returned to us because:

• it was not collected;

• delivery was refused;

• the address supplied by the customer was materially incorrect or incomplete; or

• the carrier was repeatedly unable to gain access for reasons outside our control,

reasonable redelivery costs may apply before we send the order again.

If you instead ask to cancel an eligible order after it has been returned to us, any refund will be handled in accordance with our Refund & Returns Policy and applicable consumer law.

This section does not apply where the failed delivery resulted from our error or another circumstance for which we remain legally responsible.

15. Parcel-forwarding services

If you choose to have an order delivered to a third-party parcel-forwarding, reshipping or freight-forwarding service, our normal delivery responsibilities apply to the delivery address entered during checkout subject to applicable law.

We do not control any onward shipment separately arranged between you and the forwarding service.

Damage, loss, additional customs charges or delivery problems occurring only after a forwarding service has taken possession of the goods may need to be addressed with that service.

This does not affect your rights in relation to any problem that occurred before the original delivery was completed.

16. Missing parcels

If a parcel has not arrived by the expected date:

• review the tracking link and carrier messages;

• check the delivery address shown on your order confirmation;

• check safe places, household members, neighbours and reception areas where appropriate; and

• contact us with your order number.

We may open an investigation with the delivery carrier before determining whether a parcel has been lost.

Carrier investigations can require us to allow an appropriate period for tracking, depot and delivery records to be reviewed.

We will not require you to settle the matter directly with a carrier where we remain responsible for delivery.

If a parcel is confirmed lost, or the circumstances otherwise entitle you to a remedy under applicable consumer law, we will provide an appropriate replacement, refund or other resolution.

17. Damaged parcels

Please contact us as soon as reasonably possible if an order arrives damaged.

Where possible, provide:

• your order number;

• photographs of the outer parcel;

• photographs showing any visible impact or damage to the packaging;

• photographs of the internal packaging;

• clear photographs of the damaged product; and

• a short description of the issue.

Please keep the packaging and damaged goods until we have reviewed the claim, as they may be required as evidence for a carrier investigation.

Do not return damaged goods until we have confirmed the correct process.

Reporting damage promptly helps us investigate the shipment but does not remove any consumer rights you have under applicable law.

18. Orders containing several products

We may dispatch an order in more than one parcel where this is safer, necessary or more practical.

You will not be charged an additional delivery fee solely because we decide to split an order into multiple parcels after purchase.

Different products may also have different preparation periods.

Where appropriate, we may:

• hold the order until all products are ready; or

• dispatch products separately.

Where a difference in preparation time is likely to materially affect delivery, we may contact you with further information.

19. Pre-orders, limited editions and future-release products

A product sold as a pre-order, limited release with a future dispatch date or other future-release product will display an estimated dispatch period before purchase where appropriate.

Products purchased in the same order may be held until the pre-order product is ready unless we state otherwise or agree separate dispatch.

Production and supply circumstances can occasionally affect an estimated pre-order date.

If there is a material delay, we will notify you and provide any cancellation or refund option required by applicable law.

20. Business, event and high-volume orders

Shipping and delivery terms for wholesale, trade, event, hospitality, corporate gifting and other high-volume orders may be agreed separately in writing.

A business quotation or order agreement may include:

• separate preparation times;

• staged dispatch;

• pallet or specialist delivery;

• enhanced insurance;

• delivery appointments;

• collection; or

• other agreed shipping arrangements.

Where a written business quotation or agreement expressly differs from this general policy, the specifically agreed terms will take priority to the extent permitted by law.

21. Changes to shipping services or rates

Shipping charges, free-delivery thresholds, available carriers and delivery services may change from time to time.

Changes do not retrospectively alter the delivery charge already agreed and paid for a completed order.

The shipping charge and delivery options displayed at checkout when you place your order are the terms applicable to that order.

22. Contact us

For delivery help, contact:

Emilie Pearled Candle
Legal business name: Artur Prohas T/A Emilie Candle
Email: hello@emiliecandle.com
Business contact address: 24 Fleming Avenue, Southampton SO52 9AW, United Kingdom

You can also contact us through our Contact Us page:

https://emiliecandle.com/pages/contact

Please include your order number and the email address used when placing the order.

23. Your statutory rights

Nothing in this Shipping Policy excludes, restricts or replaces any right or remedy that cannot legally be excluded.

In particular:

• customers in the United Kingdom retain their rights under applicable UK consumer law;

• customers in the European Union retain their rights under applicable EU law and the national law of the relevant Member State;

• customers in the United States retain their rights under applicable federal and state law; and

• customers in other supported destinations retain any mandatory consumer rights applicable to their purchase.

Where applicable law gives you greater protection than this policy, that law takes priority.