Returns & Refunds policy
You are entitled to cancel your order within 30 days without giving any reason for doing so.
The deadline for canceling an order is 30 days from the date you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.
You can inform us of your decision by e-mail sales@sussexcandles.com
We will reimburse you no later than 30 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.
Conditions for returns:
In order for the goods to be eligible for a return, please make sure that:
The goods were purchased in the last 30 days
The goods are in the original packaging
The following goods cannot be returned:
The supply of goods made to your specifications or clearly personalized.
The supply of goods which according to their nature are not suitable to be returned, for example goods which deteriorate rapidly or where the date of expiry is over.
The supply of goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.
Returning Goods
You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address:
15 Ash Close, Crawley Down, West Sussex. RH10 4PG
We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery.
Gifts:
If the goods were marked as a gift when purchased and then shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.
If the goods weren't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give it to you later, We will send the refund to the gift giver.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us by e-mail sales@sussexcandles.com
Frequency Asked Questions
What are your Hours?
We work 9 to 5 Mon to Fri
What are your Emails response times
All emails received will be responded within 24 hours
What are your candles made of?
Sussex Candles are made with all-natural soy wax, braided cotton wicks, and scented oils/fragrance. No other additives.
Where do you get your materials?
We source all of our materials from companies here in the United Kingdom.
Why should I trim the wick and only burn your candles for 4-5 hours at a time?
These are common instructions and good practices for any candle and are meant to prolong a candle’s burn time. A longer wick creates a larger flame, a larger flame melts the wax faster, and the wax melts faster than the wick burns away. So, the longer your candle burns, the larger the flame gets, causing your candle to melt faster and faster.
Keeping the wick trimmed and burning 4-5 hours at a time slows everything down so you get a longer burn time.
Additionally, burning your candle for 4-5 hours at a time ensures that the wax melts all the way to the edge of the container. The melted wax (not the flame) is what gives off your candle’s scent, so this will maximise your candle’s scent when lit. It will also prevent your candle from “tunnelling” or burning a hole down the centre of the candle while leaving a ring of un-melted wax along the inside of the container.
Can I collect my Candles?
Unfortunately, we do not accept personal collections.
How long do your candles last?
As long as you keep the wick trimmed and only burn them for 4-5 hours at a time, our 8oz (226g) Sussex Candles last approximately 40+ hours.
Where are your candles made?
All our candles are hand-poured and hand-packaged in our workshop in West Sussex.
How quickly will my order ship?
We make every effort to ship your orders, within 3 working days, if we receive the order before noon and if the Candle is in stock.
There may be times when we need to make the candle on the hop, due to low or no stock. If this is the case, your special made candle, will be shipped out within 5 working days.
By default, our packages do not require a signature. If you would like your order to require a signature for delivery, please include your request in the “notes” section of the checkout page, a small charge may occur?
What makes an all-natural soy wax candle different?
While paraffin wax is refined from crude oil, soy wax is made from soybeans. It is a completely renewable resource. Compared to paraffin, soy wax burns cleaner with no petrol-carbon soot. Soy wax also burns slower than paraffin, so soy wax candles will also last longer.
Why has my WOOD WICK candle got a very low flame?
If your wood wick candle won't stay lit it's probably because the wick is too long, or it needs to be trimmed clean of charred material. The flame is drawing the wax upwards through the wick, so if it's not trimmed short and clean, the wax can't make it to the flame.