ONLINE STORE DELIVERY & PAYMENT
Payment can be made by most major credit or debit cards by clicking Proceed to Checkout or click PayPal.
The cost of UK delivery for a parcel carrier is £4.95 per delivery or FREE on orders of £40 or more to UK addresses only. Postage will be added at the checkout procedure if applicable.
*We now ship to Ireland, Belgium, Netherlands, France, Germany, Spain, Italy - *Free delivery on orders of £75 or more or £20 surcharge for orders less than £75.
Goods are sent on Duty paid.
*The minimum spend for FREE delivery is calculated after any applied discounts or voucher discount codes.
Terms and Conditions of Sale
Wax Art Limited T/as Stoneglow Candles - Terms and Conditions of Sales the term “Wax Art / Stoneglow / Stoneglow Candles / We or Us “refers to Wax Art Ltd T/as Stoneglow Candles. This Agreement is governed by the law of England and Wales, and is subject to the non-exclusive jurisdiction of the courts of England and Wales.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
We aim to despatch your order right away on receipt of cleared payment. We will normally despatch your order in 1-3 business days (orders placed over the weekend are processed the 1st working day). If your item is not in stock, we will email you before deciding how to proceed. Taxable items have 20% VAT (sales tax) added. The cost of UK delivery parcel carrier is £4.95 per delivery or FREE on orders of £40 or more to UK addresses only. Our standard courier is Evri, and we use the standard service with an estimated 2-4 days. For larger orders we may use DHL or Parcelforce next day services. Should you not receive your order or part of your order is missing, please contact office@stoneglowcandles.co.uk 7 days from despatch notice of your order.
Payment is currently acceptable by Paypal and most major credit cards.
We take the privacy and security of your payment and personal details very seriously, therefore for your protection we security check all orders, this may include a phone call from our customer service team to check delivery details.
Customers from the European Union are protected under the EU Distance Selling Directive which can be found at www.hmso.gov.uk/si/si2000/20002334
If you need to reach us, please use the Contact us link on the store page or visit our Scented Candles web site.
We do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
Product Specifications
Wax Art Limited, reserve the right to modify specifications, designs, materials and finishes of goods at any time without prior notice. Some of the raw materials we use are from natural sources, therefore colour / texture / appearance / odour variation may occur. At times we may need to substitute natural products due to seasonal harvests. Our Botanic and Nature’s Gift collections are handmade, with each piece featuring unique details. Small irregularities are a characteristic of these collections. All are made with natural flowers/botanicals/fruits, meaning that texture and colour can vary per harvest or source. This only adds to the charm of the products and sets them apart from mass produced, machine-made candles and diffusers.
Intellectual Property
The drawings, designs, copyright and intellectual property in the Goods shall belong to the Stoneglow unless expressly agreed in writing to the contrary. We retain the right to show case our work for future business regardless of brand name this includes, marketing reels, on our web site at www.stoneglowcandles.co.uk, our social media pages and at trade exhibitions.
Stoneglow Images & Logo
Wax Art Ltd T/as Stoneglow is, and will remain, the sole and exclusive owner of all right, title, and interest, throughout the world, to all Photos and any copies of the Photos. Released on signature of Photo License agreement only. Commercial transactions including Business to Business and/or Business to Consumer are to use Stoneglow authorised and approved images only. Should you wish to use your own for Commercial transactions these will need to be approved by Stoneglow prior to use
Delivery Date
All endeavours will be made to meet the advised delivery date given by Wax Art Ltd T/as Stoneglow Candles at the time of order. However, delivery date cannot be the essence of the contract.
RETURN & REFUND POLICY
The following applies to items purchased from www.stoneglowcandles.co.uk
Unfortunately, we cannot offer exchanges or refunds for items purchased through another retailer, please return to the original place of purchase.
In order to process your return, please contact office@stoneglowcandles.co.uk . You will be sent a Customer Questionnaire, please return this by email along with proof of purchase and any supporting images. Without this document we cannot proceed with your claim.
In order to take advantage of your rights under this policy, you must obtain a return authorisation number, and then send the product to us as follows:
Please make sure your items are packed to travel by mail and are securely sealed. Products returned under this policy must be sent to:
Returns Department
Stoneglow Candles
5 Lyon Road
Romford
Essex
RM1 2BA
Please include in your parcel:
Your full name
Order number
Address
Email address
Daytime telephone number
Customer Questionnaire
Will I have to pay to return an item?
Yes, you will be responsible for paying for the return of your item(s) unless the goods are faulty.
What if the item is damaged or faulty?
If the item is faulty and it is not related to misuse and the fault has occurred within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
Do you offer a collection service?
Stoneglow can arrange collection and a nominal charge of £10 will apply (off shore or Islands will be quoted on request). The fee for this service is payable by you and is payable prior to collection. You may make your own arrangements but you will need to ensure you have adequate insurance and parcel tracking.
Will the returns postage fee be refunded?
This fee will be refunded on genuine fault items once we have carried out after inspection. Please ensure all returns are packaged up for transportation.
What should I do if I no longer want the goods I ordered?
If, on receiving your order, you decide you do not wish to keep the goods, you can return any item you are not completely happy with within 21 days of the dispatch date for a refund less the original postage fees, providing the products are returned complete, in perfect condition, unused and you supply proof of purchase.
PLEASE NOTE: Returns will only be accepted if the item is return unused and in the original packaging supplied. On receipt of the returned item, and in accordance with our refund policy, we will refund the payment card/ Paypal the price paid for the item less original postage fees. You will receive an email confirming that the refund has been actioned and your card or account has been credited.
What should I do if I have received the wrong or damaged on delivery item?
In this event, please retain the item in question and contact our customer service team from 9am to 5pm Monday to Friday (excluding UK public holidays) at office@stoneglowcandles.co.uk within 5 days of receipt. We may request you to return the relevant item to us or we may arrange collection. On receipt of the returned unused item, we will refund the payment card the price paid for the item and postage, or we will replace the item if required and if available.
What should I do if you have not sent me one of the items I ordered?
In this event, please contact our customer service team from 9am to 5pm Monday to Friday (excluding UK public holidays) at admin@stoneglowcandles.co.uk
What should I do if I have received a damaged item?
In this event, please retain the item in question and contact our customer service team from 9am to 5pm Monday to Friday (excluding UK public holidays) at office@stoneglowcandles.co.uk
IMPORTANT INFORMATION
Should the return item show misuse rather than a genuine fault or return an item that shows signs of use:
- we will not refund to you the original delivery charges relating to the returned product.
- we will not refund to you any costs you incur in returning the product to us.
- we will not refund the purchase price or exchange the product;
- we may retain the returned product until you pay for the re-delivery of the returned product;
- if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
If the products you return have been gift-wrapped using our gift service, we will not provide a refund for the price you have paid for the gift service.
CANCELLATION
You have the right to cancel your order within 30 days; however we aim to provide a speedy service and despatch goods within 2-3 days from receipt of payment. Should your order have been despatched please refer to our Refund Policy.
All claims for lost, damaged or product errors must be advised in writing within 30 days of your order despatch, in this event, please contact our customer service team from 9am to 5pm Monday to Friday (excluding UK public holidays) at admin@stoneglowcandles.co.uk
Promotions and offers *
- We reserve the right to withdraw any offer without notice.
- Only one discount code permitted per order, this includes ClubSG converted points.
- No cash alternatives apply on all offers.
- Discount code to be entered at checkout, we can not offer once order placed.
- Discount codes apply to full priced items unless stated otherwise.
- Free delivery is calculated after discount applied.
- Subject to stock, we reserved the right to withdraw offers without notice
- Offers close based on published dead line.
- Free Gift with purchase applies with a minimum spend amount and excludes purchases from sale and other promotions. Expiry dates applies to this offer and we resave the right to offer an alternative gift or withdraw the offer without notice. Discount codes are invalid against this promotion. Free item discounted at checkout. This offer is for a limited period only, and we reserve the right to withdraw it without notice. FREE delivery is calculated after discounts have been applied. Minimum spend excludes delivery costs.
- Buy one get one free, applicable to full priced items only. You need to add your 2nd choice to your basket and the cheapest item discounted. Excludes sale and other promotions. Discount codes are invalid against this promotion. Free item discounted at checkout. This offer is for a limited period only, and we reserve the right to withdraw it without notice. FREE delivery is calculated after discounts have been applied.
- Black Friday offer of 25% off applies to full priced items, this offer is not valid on sale and other promotional items. This offer is for a limited period only, and we reserve the right to withdraw it without notice. FREE delivery is calculated after discounts have been applied. No code is needed as this is applied automatically at checkout.
- 20% off Christmas - No code needed! We're automatically applying a discount at checkout for a limited time on our full-priced Christmas range. Delivery is calculated after the discount has been applied, and there are no cash alternatives. Plus, hurry because this sale is only while our stock lasts! Get ready to deck the halls with our amazing holiday collection. Don't miss out on this exciting promotion, and remember no other promo codes apply. Happy shopping!
ClubSG
Earn points as you shop. Redeem your points against your next order or build them up for a special purchase |100 Points = £1
How to earn points - once you join, you will get 200 points on sign up! You can then earn more by simply signing in and start sharing:
Follow on Instagram - 50 Points
Follow on Twitter - 50 points
Share on Twitter - 50 Points
Like on Facebook - 50 Points
Share on Facebook - 50 Points
Place an order - 5 Points for every £1 spent on products only - points are shared once your order has been despatched.
Celebrate a birthday - 200 Points (register your birthday date at least one month prior to your birthday)
no cash alternatives given
you need to sign into your account to earn points and view points. If you order as a Guest you will not earn points.
points can not be added after the order has been place.
points are converted to a store discount code, only one code allowed per order, this includes other promotional codes.
Points are cancelled on return of goods, cancellations and refunds.
Customer points will start to expire 1 year (365 days) from issue date. After this date, all unredeemed points will expire on a rolling basis for customers who have not engaged in points activity for 1 year (365 days) or more.