Terms of Service

Last updated: 20 July 2026

These Terms of Service govern your use of emiliecandle.com and purchases made from Emilie Pearled Candle. Please read them before placing an order.

These terms apply alongside our Refund & Returns Policy, Shipping Policy, Privacy Policy, Contact Information, Candle Safety guidance and any product-specific information shown before purchase.

Nothing in these terms excludes or restricts rights or remedies that cannot lawfully be excluded under UK consumer law.

1. About us

The website and store are operated by:

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

References to “Emilie”, “we”, “us” and “our” mean the legal business identified above. References to “you” and “your” mean the person using the website or placing an order.

2. Using the website

You may use the website only for lawful purposes. You must not:

• attempt to interfere with the operation or security of the website;
• introduce malware, automated attacks or harmful code;
• scrape, reproduce or commercially exploit the website without permission;
• use false contact, payment or delivery information;
• place fraudulent orders or misuse promotions, reviews or customer accounts; or
• use the website in a way that infringes another person’s rights.

We may restrict access where reasonably necessary to protect customers, our business, the website or third-party services. This does not affect an existing customer’s rights in relation to an order already accepted.

3. Who may place an order

You must be legally capable of entering into a binding contract. If you are under 18, an adult must place the order and supervise the use of any real-flame product.

Products containing a real flame, wax and small components are not toys and are not intended for unsupervised use by children.

4. Product information

We take reasonable care to present product descriptions, dimensions, colours, quantities, materials, fragrance information and photographs accurately.

Screen settings, lighting and photography can affect how colour appears. Fragrance is subjective and may be experienced differently between people and environments. Minor differences of this kind are not automatically product faults.

Where an exact dimension, colour, delivery date, capacity or other characteristic is important to your decision, contact us before ordering.

5. Handmade products and small-batch variation

Our vessels and selected products are made, prepared or finished individually. Small variations in shade, texture, pattern, surface, dimensions, finish and fragrance character are natural features of handmade and small-batch production.

These variations are not normally faults where the product remains safe, functional and materially consistent with its description. Substantial damage, structural defects or material differences from the description remain covered by your consumer rights.

6. Pearled candle system and safety

Emilie products use real flame and must be used carefully. Before use, read and follow:

• the instructions supplied with the product;
• the Candle Safety page;
• the guidance for wick length, position and spacing;
• the minimum container-width requirements; and
• any vessel-specific instructions.

Never leave a burning candle unattended. Keep it away from children, pets, draughts, flammable materials and anything that may fall into the flame.

“Fragrance-free” means that no fragrance has been added. It does not mean child-safe, pet-safe, risk-free or suitable for every person, animal or environment.

The Emilie Free-Wick System and loose-pearl format do not guarantee that a flame will extinguish in every situation. No real-flame product should be treated as risk-free.

7. Using your own container

Where we explain that wax pearls may be used in a customer-selected container, you are responsible for choosing a clean, dry, stable, undamaged and genuinely heat-safe vessel suitable for candle use.

Do not use plastic, paper, wood, cracked glass, thin decorative glass, unstable objects or any container that may melt, ignite, fracture or tip.

For a single wick, the container must have an internal width of at least 10 cm (4"). Wider vessels may require additional wicks with appropriate spacing. Follow the latest instructions supplied by us.

Subject to rights that cannot lawfully be excluded, we are not responsible for damage caused solely by an unsuitable customer-selected container, an unsafe setup or a failure to follow clear product and safety instructions.

8. Added materials, oils and decorations

Never add liquid, fragrance oil, essential oil or another substance to a burning candle or hot wax.

Decorative materials must not be placed near the wick or flame. Flammable decorations, including dried flowers, paper, fabric, wood, plastic and similar materials, must not be used in a way that creates a fire risk.

Any styling suggestion is subject to the safety instructions. An image or creative idea does not override the requirement to maintain safe clearance from the flame.

9. How an order is placed

Product pages allow you to review available options and add items to your basket. Before payment, you are responsible for checking:

• the product and quantity;
• colour, fragrance, vessel or other selected options;
• delivery address and contact details;
• the total price and delivery charge; and
• any stated preparation time or product limitation.

Placing an order is an offer to buy the selected products. An automated order acknowledgement confirms that we received the order but does not necessarily mean that we have accepted it.

A contract is formed when we send confirmation that the order has been accepted or dispatched, unless we clearly state another acceptance point during checkout.

10. When we may not accept or may cancel an order

We may reasonably refuse or cancel an order before acceptance where:

• the product is unavailable;
• we cannot authorise or verify payment;
• the delivery address is outside supported areas;
• there is an obvious pricing, description or stock error;
• fraud, abuse, resale misuse or promotion misuse is reasonably suspected;
• a custom request cannot be produced safely or within the agreed requirements; or
• we are legally unable to supply the order.

If payment has already been taken for an order we do not accept, we will issue an appropriate refund without undue delay.

We will not cancel an accepted consumer order merely because it later becomes less profitable or inconvenient to fulfil. Any cancellation after acceptance will remain subject to the contract and your legal rights.

11. Availability and quantity limits

Products are subject to availability. Stock indicators and scarcity messages must be understood according to the wording shown on the relevant page.

We may apply reasonable quantity limits to protect genuine customers, manage handmade capacity or prevent unauthorised resale. Limits will not be used in a misleading way.

Adding an item to your basket does not reserve stock unless the website expressly says otherwise.

12. Prices

Prices are shown in pounds sterling unless stated otherwise. The product page, basket and checkout will show the total price payable and any mandatory charges before you place the order.

We are not currently VAT registered and do not charge VAT separately.

Delivery charges and any optional services are displayed before payment. We do not intentionally hide mandatory charges until a later stage of checkout.

We may change prices for future orders at any time. A price change does not alter the price of an order already accepted, except where both parties lawfully agree to a change.

13. Pricing and description errors

We may correct obvious errors in price, product information, promotions or availability. If an obvious error is identified before acceptance, we may reject the order and offer you the opportunity to order at the correct price.

If an error is discovered after acceptance, we will contact you and act in accordance with the contract and applicable law. We will not rely on this clause to make an unfair unilateral price increase.

14. Payment

Available payment methods are shown at checkout and may be provided by third-party payment processors. You confirm that you are authorised to use the selected payment method.

Payment may be authorised or collected when the order is placed. A payment provider may carry out fraud-prevention, authentication or security checks.

We do not ask customers to send full payment-card details through email or contact forms.

15. Discount codes and promotions

Discount codes and promotions are subject to the terms displayed with the offer. Unless stated otherwise:

• only one code may be used per order;
• codes cannot be exchanged for cash;
• codes cannot be applied retrospectively;
• excluded products, minimum basket values and end dates may apply; and
• delivery charges may not count towards a minimum spend.

We may withdraw or correct a promotion where it contains a genuine error, is used fraudulently or is being abused. We will not use false deadlines, misleading reference prices or artificial scarcity.

16. Gift cards, vouchers and store credit

Gift cards, vouchers and store credit are governed by the conditions shown when issued or purchased, including any lawful expiry date, eligible products and redemption limits.

They are not normally exchangeable for cash except where required by law. Lost or stolen codes may not be replaceable once used.

A refund for an order paid using store credit, a gift card or a voucher may be returned to the same payment facility where appropriate, without limiting rights that require a different remedy.

17. Pre-orders and limited editions

A pre-order or future-release product will show an estimated preparation or dispatch period before purchase. Estimates may change for genuine production or supply reasons. We will inform you of a significant delay and explain your available options.

Limited-edition availability may end when the stated quantity or sales period ends. We do not guarantee that a limited item will return.

18. Delivery

Delivery areas, charges, preparation estimates, tracking, delayed parcels, missing parcels and damage in transit are explained in our Shipping Policy.

Unless a different period has been agreed, goods will be delivered without undue delay and no later than 30 days after the contract is made.

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

19. Cancellation, returns and refunds

Rights relating to cancellation, change-of-mind returns, faulty goods, damaged orders and the voluntary 30-Day Emilie Promise are explained in our Refund & Returns Policy.

For most eligible online purchases, consumers may notify us of cancellation within 14 days after delivery and then have a further 14 days to return the goods. Exceptions and conditions apply, including for genuinely personalised or bespoke products.

Lighting, burning, contaminating or materially altering a product may go beyond reasonable inspection and can reduce its value for a change-of-mind return. This does not remove rights relating to genuine faults.

20. Faulty goods

Goods must be of satisfactory quality, fit for purpose and match their description. If you believe goods are faulty, damaged, incorrect or misdescribed, contact us with your order number and supporting information.

Remedies may include refund, repair, replacement, price reduction or another remedy according to the circumstances and applicable consumer law.

21. Subscription products and purchase options

Where the website offers a subscription, membership, recurring purchase or another purchase option, the price, billing frequency, minimum commitment, renewal process and cancellation method will be shown before purchase.

Additional terms may apply through our Purchase Options Cancellation Policy and the specific offer page. Where there is a conflict, mandatory consumer law takes priority.

22. Business, event, wholesale and customised orders

Business, event, corporate gifting, hospitality, wholesale and customised projects may be subject to a separate written quotation or agreement covering scope, quantities, samples, approvals, production, payment and delivery.

A website enquiry does not reserve production time or create an order. Work begins only after the required details, price and payment terms have been confirmed.

Consumer cancellation rights do not necessarily apply to a person purchasing wholly or mainly for business purposes. Any business-specific agreement takes priority where it expressly differs from these consumer-facing terms.

23. Customer-provided artwork, logos and instructions

If you provide artwork, branding, text, photographs, specifications or other material, you confirm that you have the right to use it and authorise us to use it only as needed to assess, produce and fulfil the agreed project.

You are responsible for checking proofs, spelling, dimensions, colours and other approval details before production. We are not responsible for an error that appears exactly as approved by you, except where we failed to follow the approved specification or where liability cannot legally be excluded.

24. Reviews, photographs and other customer content

If you submit a review, photograph, video or other content, you confirm that it is truthful, lawful, relevant and does not infringe another person’s rights.

You retain ownership of your content. Where you expressly submit content for publication, you grant us a non-exclusive, royalty-free permission to display, reproduce and adapt it as reasonably necessary for the store, marketing and social channels, subject to privacy law and any separate permission agreed with you.

We may moderate or remove unlawful, abusive, irrelevant, fraudulent or misleading content. We do not remove a genuine negative review merely because it is critical.

25. Intellectual property

The website, brand identity, original copy, photographs, videos, vessel concepts, graphics, packaging designs and other original materials are owned by or licensed to us.

You may view and use the website for personal shopping purposes. You must not copy, reproduce, sell, imitate, distribute or commercially exploit our protected materials without written permission.

Nothing in these terms transfers ownership of our intellectual property to you.

26. Third-party services and links

The store may use third-party services for hosting, payments, reviews, delivery, analytics, email, subscriptions or other functions. Their own terms and privacy notices may apply where you interact directly with them.

Links to third-party websites are provided for convenience. We are not responsible for external content or services that we do not control, but this clause does not remove our responsibility for services we select to fulfil our contract with you.

27. Website availability

We do not guarantee that the website will always be uninterrupted or error-free. We may carry out maintenance, security updates or technical changes.

Where a technical fault affects an order or payment, contact us and we will investigate. Website downtime does not remove rights relating to an order already accepted.

28. Our responsibility to consumers

We are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill.

We do not exclude or limit liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory rights relating to goods; or
• any other liability that cannot lawfully be excluded.

We are not responsible for losses that were not reasonably foreseeable, or for losses caused solely by your failure to follow clear safety and usage instructions, use of an unsuitable container, unauthorised alteration or misuse, subject always to applicable law.

Products sold to consumers are supplied for domestic and private use. We are not responsible for business losses arising from consumer orders, such as loss of profit, business interruption or loss of opportunity.

29. Events outside reasonable control

We are not responsible for delay caused by an event outside our reasonable control where we have taken reasonable steps to minimise the effect. We will contact you where the delay materially affects an accepted order.

If a delay becomes substantial, you may have a right to cancel and receive a refund for products not supplied, depending on the circumstances and applicable law.

30. Changes to these terms

We may update these terms for future use to reflect legal, operational or service changes. The version applying to an order is normally the version available when the order was placed.

We will not use a later change to remove an accrued right or impose a material new obligation on an already accepted consumer order without a lawful basis and appropriate agreement.

31. Transfer of rights

We may transfer our rights and obligations under these terms to another organisation, but only where this does not reduce your rights. We will notify you if the transfer materially affects you.

You may transfer your rights where the law permits or with our written agreement.

32. Severability and waiver

If a court or competent authority finds part of these terms unlawful or unenforceable, the remaining provisions continue to apply.

A delay in enforcing a right does not mean that the right has been waived.

33. No third-party rights

Unless these terms expressly state otherwise, no person other than you and us has a right to enforce this contract.

34. Complaints

Contact us first so we can try to resolve the issue:

Email: hello@emiliecandle.com
Contact page: https://emiliecandle.com/pages/contact
Business contact address: 24, Fleming Avenue, Southampton SO52 9AW

Include your order number and a clear explanation. For product performance, damage or safety concerns, include photographs or a short video where relevant.

35. Governing law and courts

These terms are governed by the law of England and Wales.

If you are a consumer resident in England or Wales, the courts of England and Wales will generally have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the United Kingdom where you live, and mandatory local consumer protections continue to apply.