Delivery and Returns
Please see our delivery and returns terms for details
We offer 24hour on-line ordering through our website. To order our products, simply click the add to cart button. You will then be asked if you would like to process the order or continue shopping. Click continue shopping if you wish to order more than one product.
Order by Phone
You can call us on 01452 830 958 with details of your order.
How long do deliveries take?
Stock permitting, all orders are usually dispatched within 48 hours of receipt, to arrive with UK mainland customers within 7-10 working days. However please allow up to 14 working days for delivery. If for any reason an item is temporarily out of stock, we will notify you of the delay and dispatch it as soon as it arrives.
We currently ship to the following countries:
Isle of Man
STANDARD DELIVERY (UK Mainland)
Cost £3.50 per delivery.
What is your return policy?
We have a 14-day, no-questions-asked return policy for all of our items. We ask that any item comes back in its original packaging and in the same condition as when we sent it. Small items can be sent by Royal Mail or any courier service of your choice but please ensure that you have a proof of postage.
How do I organise a return?
If you've changed your mind about keeping your purchase, please return it in its original condition with proof of purchase and we'll exchange or refund it. Simply indicate what you are returning and why you have decided to return it, and send it back to us at The Candle Tree, Unit 5, Harts Barn, Longhope, Gloucestershire, GL17 0QD
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us within 14 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
When do I get a refund once I have returned an item?
Once the products you wish to return have been received by us, a refund for the agreed amount will be actioned to the original method of payment.
Please allow 14 days from return for this process to be completed.
Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 14 days of our notification.
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us within five working days by email email@example.com. To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection.
If you have a change of mind and wish to cancel your order please contact us as soon as possible on firstname.lastname@example.org . If your goods have not already been dispatched we will cancel your order and process a refund. In cases where the order has already been dispatched you will need to return the goods to us in order that we can process a refund. The cost of delivery will not be refunded in this instance.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.
Click and Collect
Free on all orders. Please allow 24-48 hours of placing your order. You will receive an email to tell you when your order is ready to collect from the store.
It's really simple. All you have to do is select the item(s) you are after and add them to your shopping bag. When you get to the checkout, you will have the option to select 'Click & Collect' as a delivery option.
Do I need to provide ID when I collect my item(S)?
You'll need to show either a valid Driving Licence, valid Passport or Credit or Debit card, matching the name on your order, along with your order confirmation email. This email can be on your phone / tablet. You must also be the person collecting your item and all ID must match the name given on your order.
What happens if i don’t collect my order from the store
Should your item not be collected from the store, an automatic refund will be issued once your 14 day collection period is up. The refund will be processed to your original method of payment and this can take 2-5 working days to show back in your account. We'll notify you by email when this has been processed.
What are my options if I don’t like my items when i collect it in store?
It's no problem to change your mind in store. Just let us know whether you are looking for a refund or even looking for an exchange, should the item be available in store.
Should you wish for an exchange for an item not in the store's stock, we will however be happy to have it shipped out to an address of your choosing. Once you collect your item, you'll have the standard 28 days to return your item in its unused condition. You must provide proof of purchase at this point.
The Candle Tree will take every precaution to ensure all of your details are kept confidential, all credit card details are taken via secure SSL (Secure Socket Layer) 128 bit encryption and for extra safety no credit card details are stored on-site.