Shipping policy
Order Processing
We aim to process and dispatch orders within 3 business days after receiving full payment. Business days exclude weekends and public holidays.
Processing times may occasionally be longer during particularly busy periods or due to circumstances outside our reasonable control.
You will receive an email once your order has been dispatched.
Shipping Rates and Delivery Estimates
We currently offer the following delivery options to mainland Great Britain:
- FREE standard delivery on orders over £20
- £2.99 standard delivery on orders under £20
- Royal Mail Tracked 24 – available at an additional cost calculated at checkout.
Standard delivery is normally expected within 2–4 business days after dispatch.
Royal Mail Tracked 24 is normally expected within 1–2 business days after dispatch.
Delivery times are estimates rather than guaranteed delivery dates. Occasionally delays may occur due to circumstances outside our reasonable control or delays within the delivery network.
Nothing in this policy affects your statutory rights if an order is not delivered within the timeframe required by law.
Order Tracking
Where tracking is available, you will receive a shipping confirmation email containing your tracking information once your order has been dispatched.
Where We Deliver
We currently deliver only to mainland Great Britain.
We do not currently offer international shipping or delivery to Northern Ireland.
Shipping Address
You are responsible for ensuring that the delivery address provided when placing your order is accurate and complete.
Please check your delivery details carefully before completing your purchase. If you notice an error after ordering, contact us as soon as possible at info@backburnercandles.co.uk and we will try to amend the address before dispatch.
If an order has already been dispatched to an incorrect address supplied by you, we are not responsible for the cost of replacing or resending the order.
If the parcel is returned to us because of an incorrect or incomplete address supplied by you and you would like it resent, you will be responsible for the additional delivery charge.
This does not affect your statutory rights where a delivery error was caused by us or our delivery provider.
Damaged Parcels
If your order arrives damaged, please contact us at info@backburnercandles.co.uk as soon as reasonably possible, providing your name, order number and details of the damage.
We may ask you to provide clear photographs or video showing the product, packaging and damage. Please retain the product and packaging until we confirm that they are no longer required.
We will assess the issue and, where appropriate, may raise a claim with the delivery provider.
Your rights and the remedies available for goods that arrive damaged are explained in our Returns & Refunds Policy.
Lost or Undelivered Parcels
If your order has not arrived within the expected delivery timeframe, please contact us at info@backburnercandles.co.uk so that we can investigate the delivery.
Where tracking shows that an order has been delivered but you have not received it, please contact us as soon as reasonably possible so that we can investigate with the delivery provider.
We may ask you to provide information reasonably required to assist with our investigation.
Where an order is confirmed as lost in transit, we will provide the appropriate remedy in accordance with your statutory rights.
Returns
For information about cancellations, returns, faulty or damaged goods and refunds, please see our Returns & Refunds Policy.
Contact Us
If you have any questions about delivery or an existing order, please contact:
Backburner Candles Ltd
info@backburnercandles.co.uk
