Shipping Policy

Last updated: 20 July 2026

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

This policy applies to orders placed through https://emiliecandle.com. It should be read together with our Refund & Returns Policy, Terms of Service and Contact Information.

1. Where we deliver

We currently deliver to: UNITED KINGDOM ADDRESSES ONLY.

Any delivery restrictions for offshore islands, remote postcodes, PO boxes, parcel forwarding services or other locations will be shown at checkout where applicable.

If your location is not accepted at checkout, contact us before ordering. We cannot guarantee that an alternative delivery arrangement will be available.

2. Delivery charges

Standard UK delivery is free when the qualifying value of your basket reaches £49, after discounts and before any non-qualifying charges.

Orders below £49 are charged STANDARD DELIVERY PRICE — CURRENTLY EXPECTED £3.99, unless a different rate is displayed at checkout because of the destination, parcel weight, order value, delivery service or another stated condition.

The final delivery charge is shown before payment. Any express, upgraded or specialist delivery option will be priced separately where available.

Gift cards, cancelled items, refunded items or other excluded values may not count towards the free-delivery threshold where this is shown during checkout.

3. Order preparation

Preparation time is the time we need before an order is handed to the delivery carrier. It is separate from the carrier’s estimated transit time.

Our current 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: confirmed separately in writing
• Large, event, trade or customised orders: confirmed separately in writing

The estimate shown on the relevant product page or agreed with you for a particular order takes priority over the general estimates above.

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

4. Handmade and made-to-order products

Some vessels and sets may be produced or finished after an order is placed. Handmade production can require casting, curing, finishing, quality checks and packing before dispatch.

A preparation estimate is not the same as a guaranteed delivery date unless we have expressly agreed a specific date with you in writing.

We will contact you if a material production issue is likely to cause a significant delay. Your statutory rights relating to delivery are not affected.

5. 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 the order; acceptance of an order remains subject to our Terms of Service.

When the parcel is dispatched, we will send a dispatch confirmation. Tracking details will be included where the selected service provides them.

Check your spam or junk folder if you do not see an expected email. Contact us if the email address entered at checkout was incorrect.

6. Delivery estimates

Carrier delivery times are estimates unless a guaranteed service has been expressly purchased and confirmed. The current estimate for each available service is shown at checkout or in the dispatch confirmation where available.

Unless we agree otherwise with you, goods will be delivered without undue delay and no later than 30 days after the contract is made.

If a specific delivery date is essential, contact us before placing the order. An order note or message sent after payment does not by itself create a guaranteed delivery date.

7. Delays

Delivery may be affected by severe weather, carrier disruption, peak trading periods, public holidays, transport disruption, incorrect delivery information or other events outside our reasonable control.

A carrier delay does not remove our responsibility to you as the seller. Contact us if tracking has not updated or the parcel has not arrived within the expected timeframe, and we will review the order with the carrier.

Where delivery by an agreed date is essential, or where an additional reasonable delivery period has expired, you may have the right to cancel in accordance with applicable consumer law.

8. Responsibility for the parcel

Goods remain at our risk until they come into the physical possession of you or a person identified by you to receive them, except where you independently arrange a carrier that was not offered by us.

We are responsible for dealing with the delivery carrier used by us. You do not lose your consumer rights merely because a carrier caused the delay, loss or damage.

9. Delivery address

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

Contact us immediately if you notice an error. We may be able to update the address before dispatch, but we cannot guarantee changes once preparation or carrier processing has begun.

We are not responsible for delay or non-delivery caused solely by materially incorrect information supplied by you. If a parcel is returned to us because the address was incomplete or incorrect, or because delivery was refused or not collected, we will contact you to discuss redelivery or cancellation.

Additional delivery costs may apply before a parcel is sent again, unless the return resulted from our error or another circumstance for which we are responsible. Any refund following cancellation will be handled in accordance with our Refund & Returns Policy and your statutory rights.

10. Safe places, neighbours and delivery instructions

Any safe-place, neighbour or other delivery instruction is subject to the carrier’s terms and the circumstances at the address.

Choose only a location that is secure, protected from weather and appropriate for the parcel. Do not nominate a location where the contents may be exposed to heat, moisture, theft, animals or accidental damage.

If tracking shows delivery but you cannot locate the parcel, check the full tracking information, safe places, household members, reception areas and immediate neighbours, then contact us promptly.

11. Missed, refused or uncollected deliveries

Where the carrier cannot complete delivery, it may attempt redelivery, leave collection instructions or return the parcel to us.

Follow the carrier’s instructions within the stated timeframe. If the parcel is returned because it was not collected, delivery was refused or access could not be obtained, redelivery charges may apply before it is sent again.

This does not apply where the failure resulted from our error, an unreasonable carrier failure or another circumstance for which we remain responsible.

12. Missing parcels

If a parcel has not arrived by the expected date:

• review the tracking link and any carrier messages;
• check the delivery address on the order confirmation;
• check authorised safe places, reception areas and household members; and
• contact us with your order number.

We may need to open an investigation with the carrier before confirming the appropriate resolution. We will not require you to resolve the matter directly with a carrier where we remain legally responsible for delivery.

If the parcel is confirmed lost, or delivery cannot be completed within the applicable legal timeframe, we will provide an appropriate replacement, refund or other remedy, subject to stock, the circumstances and your legal rights.

13. Damaged parcels

Contact us as soon as reasonably possible if an order arrives damaged. Please provide:

• your order number;
• photographs of every side of the outer parcel;
• photographs of the internal packaging;
• clear photographs of each damaged product; and
• a short description of the damage.

Keep all packaging and damaged items until we have completed our review. Do not return anything without our instructions.

Reporting damage promptly helps us preserve evidence for the carrier, but it does not remove rights that you have under consumer law.

14. Orders containing several products

We may send an order in more than one parcel where this is safer or more practical. You will not be charged an additional delivery fee solely because we decide to split the shipment after purchase.

Products may also have different preparation times. Where this could materially affect the order, we may hold the shipment until all items are ready or contact you to discuss separate dispatch.

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

Any product sold as a pre-order or for future dispatch will show an estimated dispatch period before purchase. Other items ordered at the same time may be held until the pre-order item is ready unless we state or agree otherwise.

Pre-order estimates may change for genuine production or supply reasons. We will inform you of a significant change and explain the available options.

16. Business, event and high-volume orders

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

A business or event quotation may include staged dispatch, pallet or specialist delivery, additional insurance, delivery appointments or customer collection. The written quotation or order agreement takes priority where it expressly differs from this general policy.

17. International delivery, customs and import charges

We do not currently offer international delivery through the website. Do not use a UK parcel-forwarding address without understanding that we are responsible only for delivery to the address entered at checkout and do not control the forwarding service.

18. Contact us

For delivery help, contact:

Emilie Pearled Candle
Email: hello@emiliecandle.com
Contact page: https://emiliecandle.com/pages/contact

Include your order number and the email address used at checkout.

19. Your statutory rights

Nothing in this Shipping Policy excludes, restricts or replaces rights or remedies that cannot lawfully be excluded under UK consumer law.