Customer Services

TERMS & CONDITIONS.

♥ ORDERS ♥

Like most of us, you'll want your order quickly.

We aim to ship your order within 2-3 working days.

You should receive your order within 5-7 working days (hopefully sooner).

Please allow 10 working days before contacting us.

Special request/orders could take a bit longer, depending on stock (& suppliers of jars, lids, wood, glass etc).

If orders are placed on the weekend or bank holidays, it will be shipped the next working day.

We want you to receive your order quickly but safely (& still in one piece!), so we will dispatch your order as fast as we can.

★EXCHANGES★

Commissions & personalised items are non-exchangeable.

If you have changed your mind when you have received your order or the item wasn't what you were expecting - please contact us via email as soon as possible.

Return costs will be your responsibility.

However please note, item must be in its original, unused, saleable condition.

Sadly breakages do happen. If item is damaged on arrival, please contact us immediately, with a photograph, and we'll sort it out for you.

★RETURNS★

Commissions & personalised items are non-refundable.

Please note commissions are non-returnable.

If returning an item, please ensure it has remained unused and is in its original packaging.

It must be returned in the original saleable condition it was received in. Please contact us via email to let us know it's coming back, and to find out if we can organise something else for you instead. Your refund will be processed in 5-7 working days.

As a general rule, natural soy wax can be a little on the temperamental side and may try to revert to its natural state. Sometimes temperature affects the wax, altering its appearance. Frosting or air pockets may occur and though they are visible, the candle is not defective or damaged. It will not hinder the burn and scent throw of the candle. These visual effects are out of our control and will not alter the burn or fragrance of the wax.

★PAYMENT★

Payment is taken via PayPal, Apple Pay or Stripe. Most credit/debit cards are accepted.

★POSTAGE★

Typically we use Royal Mail.

Delivery in England is currently free if the order is over £50.00 with a flat rate of £5.

Sadly, we have had to increase our postage in accordance with prices at Royal Mail.

Understandably, packages may take a little longer to arrive. Please wait 10 working days before contacting us about receiving your order (it's annoying - we know!).

Your privacy is important and we promise to look after the personal information we hold and to keep it secure. This section explains what personal data we collect from you and what it’s used for.

Collecting information from you.

We obtain information about you when you use our website; for example, when you contact us about products or special orders, make a purchase, and if you choose to receive the email newsletters.

The information that we collect about you.

When you place an order for our products, information from you will be collected and kept. Some of this information is necessary for us to organise, complete and deliver your order to your door. However some information may be voluntarily provided by you – like future research to find out what new products you would be interested in. Website data is obtained using cookies. When you submit credit/debit card details to make an online purchase, we do not keep a record of these payment details as it is done through PayPal and Stripe - both very secure external systems.

Cookies are text files that are placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor usage of the website and to compile statistical reports on website activity. You can choose to set your website browser not to accept cookies by not agreeing when asked. Please be aware that in a few cases some of our website features will not function because of this. The only information collected by us will include your name, email address, home address, IP address and information about pages you access and any requests made to us via the website.

How will we use this information about you?

Never, will we ever sell your information to third parties. Nor will we ever share your information for marketing purposes with any other company. We only collect information in order to process your order, to email you about special offers and products we think may be of interest to you. You can unsubscribe from receiving these emails at any time via email. When necessary, we may share information such as your name, delivery address and contact information with our shipping partners like Royal Mail, so that your order can be delivered to you. We work with very much selected and trusted couriers. They will only use this data for the purpose of delivering your order and contacting you if required during the process of your delivery.

Marketing & Communication.

We would like to send you information about special offers, products and services that we think will interest you. For this purpose we offer you the option to subscribe to email newsletters. This is not required, and you can opt out of receiving these at any time. If you do choose to receive email newsletters, we will take your email address and ask your consent to send emails to you. The emails we send will only contain details of promotions, special offers, launches etc. If you have placed orders with us, we will use that data to ensure you receive emails that are relevant to you, for example featuring types of products and offers that we think you will be interested in, again you can opt out of these at any time. Every email we send contains a link to unsubscribe at the end.

Gaining access to your information and making corrections.

You have the right to request a copy of the information we hold about you at any time. We want to make sure that your personal information is accurate and up to date. At any time, you can ask us to correct or remove information that we hold on you. If you would like a copy of some or all of your personal information.

If you have any concerns, please do not hesitate to email us at the following email address:

Kindest regards from us here at MerrriWick Crafts ♥