FAQs

FREQUENTLY ASKED QUESTIONS

HOW DO I FIND WHAT I’M LOOKING FOR?

There are two key ways to navigate the website:

1. BROWSE

Our products are categorised to make searching a little easier. Browse by category.

2. SEARCH

Use the search function to quickly find what you’re looking for. Here are a few search tips:

Check your spelling
Use as few words as possible
Use spaces
Avoid plurals
There's no need to include words like 'and' and 'the'

HOW DO I KNOW IF AN ITEM IS IN STOCK?

Our website is constantly updated with stock availability. You will be able to view stock levels of your chosen item on the product page. We also check stock when you place your order. In the event of a system error during ordering, you will be contacted by a Customer Service Advisor.

HOW DO I KNOW WHEN AN ITEM WILL BE BACK IN STOCK?

If an item is showing as out of stock, simply click the 'is your item out of stock?' link on the product page, and you can choose to be notified when the item is back in stock.

I’VE FORGOTTEN MY PASSWORD

You can reset your password by going to My Account and selecting Forgot Password.

I’M EXPERIENCING PROBLEMS ENTERING MY PAYMENT DETAILS

Please contact us and a member of the customer services team will be in touch (during office hours only).

MY TRACKING CODE DOESN’T WORK

Please contact us and a member of the customer services team will be in touch (during office hours only).

HOW MUCH IS POSTAGE?

This depends on the value of your order. Domestic UK orders are delivered free if over £20, or charged at £4.99 below this threshold.

We can deliver to any address in the UK, including all of Northern Ireland, the Channel Islands, Isle of Man, Orkney, Shetland and all of Scottish Highlands and Islands. The Republic of Ireland is classed as an international order.

Unfortunately we no longer ship internationally due to delays at customs.

WHEN WILL MY ORDER ARRIVE?

We aim to ship orders within 3-4 days of purchase, however shipping times can be affected during peak times and other exceptional times. You should receive your order within 2-5 working days of despatch.

I WANT TO RETURN AN ITEM, HOW DO I DO THIS?

If you change your mind, you can cancel your order by logging into your account on the CleanCandleCompany website, clicking on your order and requesting a refund. If you have already received your order, please refer to our Returns Policy for full details on how to return unwanted or faulty items to us.

THE PRODUCT I ORDERED IS DAMAGED

We're sorry the item you ordered is damaged or faulty, and we hope you'll give us chance to put this right. Please refer to our Returns Policy for full details.

WHAT PAYMENT METHODS CAN I USE?

We accept PayPal, Visa, Visa Debit, Visa Electron, Mastercard and Maestro.

DO YOU ACCEPT OTHER CURRENCIES?

At present, we accept British Pound (GBP) only.

AN ITEM I BOUGHT IS NOW CHEAPER, CAN I HAVE A REFUND?

The prices of all of our products are correct at their time of publication. We reserve the right to alter, amend or change the price of any product at any time without notice. If an item you bought is now cheaper, we're not obliged to refund you the difference.

THE PRICE OF AN ITEM HAS RECENTLY GONE UP; CAN I PAY THE LOWER PRICE?

Prices can increase for a variety of reasons, particularly in relation to our suppliers. All prices are correct at the time of publication, and we're not obliged to sell any item at a previously lower price.

WHAT IS YOUR VAT POLICY?

All of the prices shown on our website are inclusive of VAT. Please refer to our Terms of Use for more information.

HOW WILL MY DETAILS BE USED?

By visiting cleancandlecompany.co.uk, you give your consent to the collection and use of personal information, in accordance with our terms and conditions. For more information, please refer to our Privacy Policy.