Shopping With Us - Customer Information

 

Store Opening Times

The Wick & Wax Company is a small business operated by a small team. Production is limited to small batches made periodically.

Office Hours
Online orders can take place at any time of day/night. Order fulfilment & enquiries are handled between 9am and 5pm Mon-Fri GMT or BST.

*Christmas Opening Times*
During the Festive period our office will be closed between 23rd and 27th December; and the 1st January. Please be mindful that any orders placed during this time will be administered once the office is open again.

Your order will be processed within 48 hrs (2 business days) of placing the order and then despatched according to your selected shipping service & timescale.

Click & Collect Orders:
During the checkout process, you will have the option to collect your order directly from us (handy if you live locally to Stamford in Lincolnshire).

Collections can be made during our normal office hours. We also operate limited collections on Saturday or Sunday by appointment only. Please email: enquiries@thewickandwax.co or call: 07974 250791 to arrange your collection.

Other Useful Information

All of our candles are made in small batches since this is the best way to ensure that our high-quality standards are maintained. Stock is replenished monthly (sometimes more, depending on the season). When a candle becomes 'out of stock' on the website, it will not be available to order again until the next scheduled batch production.  As a customer and if you have signed up to receive notifications, you will be advised of stock replenishment as and when it occurs.  

 

Order Processing & Delivery Policy

Date of last update: 10/01/2021

Order processing & timescales

1. Once you have placed an order you will automatically receive an Order Confirmation email detailing your order. Please ensure that it is correct. If you have made any errors or wish to cancel your order, please check our Terms for how to do so.
2. Orders are processed and despatched between Monday and Friday (except Bank Holidays).
3. Orders for stock items are normally processed within 24hrs to 48hrs but please allow for up to 72hrs during busy periods.
4. You will receive a Shipping Confirmation or Ready for Pickup email to let you know when your item has been processed and is ready for onward delivery or collection (depending on the delivery service that you have chosen).

An order can be delivered to one address only. If you require to send orders to multiple addresses you will need to place a separate order for each address. Delivery charges are ‘per order’.

Delivery services and options.

We currently only deliver to the United Kingdom**

Service Options

The service options available for your specific order will display automatically in your shopping cart for you to select. 

UK 1st Class (Signed For) (Service operated by Royal Mail)

• Delivery within 24hrs of despatch*.
• Signature upon delivery
• Delivery Monday to Sat (excluding Bank Holidays)
• Service operated by Royal Mail

UK 2nd Class (Signed-For) (Service operated by Royal Mail)

• Delivery within 48hrs of despatch*.
• Tracking to delivery point (with notification via sms/email)
• Signature upon delivery
• Delivery Monday to Sat (excluding Bank Holidays)
• Service operated by Royal Mail

UK Special Delivery Next Day (Tracked)

• Delivery within 24hrs of despatch*.
• Tracking to delivery point (with notification via sms/email)
• Delivery Monday to Sat (excluding Bank Holidays)
• Service operated by Royal Mail

UK FREE Delivery

• Free delivery On  UK Orders with a value of £75 or over.
• Free local delivery on orders over £50 to addresses within a 5km radius of TW&WC HQ.

FREE Click & Collect

• FREE on Orders for collection from our HQ address: 8 Foundry Road, Stamford, Lincolnshire, PE9 2PY, UK.

*Remote UK postcodes (please allow for additional delivery time)

• Orders can be delivered to most postal areas in the UK, including Northern Ireland but certain remote locations may be subject to a restricted service with an additional 1–2 days' delivery time.

**European and International delivery
We do not offer delivery to addresses outside England and Wales, Scotland, Northern Ireland, and the Isle of Man (including Channels Islands or Guernsey and Jersey) as standard. If, however, we choose to accept an Order for delivery outside that area, you may need to pay import duties or other taxes, as we will not pay them. If you require a European or international delivery, then please contact us at enquiries@thewickandwax.co.

Our delivery services are subject to update from time to time. These will be reflected on our website.

 

Returns & Refunds

We hope that you are delighted with your order, but if for some reason you are not, we will accept returns up to 14 days from the date of delivery. You must return the goods in the condition that you received them. We shall not accept used, misused products or those sent in an unsuitable condition. Please note that you must notify us of any damaged or faulty items by email before returning your item to us, providing the relevant photographic evidence.

How to make a return
Please complete the Returns form attached to your packing slip enclosed with your order. You can either return your product/s to our address, either in person or by post to the address below:

Returns
The Wick & Wax Co.
8 Foundry Road
Stamford
Lincolnshire PE9 2PY
United Kingdom

If you return your parcel by post, please retain your proof of postage 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.

If you cancel your order but do not send off such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund. For further information on cancelling your order please refer to our Terms.

Processing the refund  
Once the goods have been safely received by us and inspected, the refund will be processed. We will not provide a full refund if the 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 28 days of our notification.

Please allow 14 working days from the date your order is returned to us for your refund to be processed. Refunds will only be made against the original credit/debit card used.  

If you have any queries or can’t find the information you are looking for? Contact us.