• GET IN TOUCH - 01471 820 145
  • MON - SAT 9.30AM- 5.30PM

FAQs

MORE INFORMATION ABOUT OUR PRODUCTS 

  • FAQs
  • Terms & Conditions
  • Refunds Policy
  • Privacy Policy

ABOUT THE PRODUCTS

Are your candles organic?

We would love to use soybeans that are strictly organic but due to supply issues we can’t guarantee it. We do guarantee that our wax does not contain any pesticides or herbicides, or genetically modified material. During manufacturing, the wax is cleaned of any of these items if present, resulting in a very clean and green product.

Where does your wax come from?

All the soya wax we get comes from the USA, primarily Illinois, Iowa and Indiana. We avoid sources from South America that harvest their wax from places where deforestation has taken place.

Are any Skye Candles products tested on animals?

No we would never use or have products that are tested on any animal, we love them all too much!

Why do some candles tunnel?

The main reason a candle will “tunnel” will be because it’s a cheap wick being used in it. Here at the Isle of Skye Candle Company, we only use the best quality wicks to make sure this is minimised. We use thick linen wicks that will burn out to the side within a couple of hours, ensuring that if burned as instructed, you will be left with nothing but the metal wick sustainer.

How long do the reed diffusers last for?

We say that our reed diffusers last approximately 10 weeks but in all honestly they can last a lot longer or sometime a bit less. This is because it varies so much based on room temperature, air flow, direct sunlight, how many reeds you insert etc etc. This is why we say approximately because for most people it will last a lot longer but we never want to disappoint people with false claims so we say a modest 10 weeks.

Why buy soya over paraffin?

Paraffin wax is derived from petroleum which is one of the biggest contributors of carbon dioxide. It contains different Carcinogen compounds that are toxic air pollutants, not least Toulene and Benzene - the nasty carcinogens found in cigarette smoke. This can trigger respiratory irritation and lead to poor indoor air quality.

Our natural wax is a blend of soya and botanical oils which are completely healthy and toxin free. They are completely sustainable, biodegradable and burn longer than paraffin candles.

PAYMENT

What payment methods are available on your site?

We use Shopify Pay as our merchant online so can accept all the most commonly used cards such as Visa, Mastercard, Maestro, Solo and American Express, as well as Google and Apple pay. 

Is your website secure?

It certainly is, when you order online with us, we use Secure Socket Layer (SSL) encryption technology so you can be safe that your order will be placed safely and securely.

Do Skye Candles offer samples or sample packs?

Unfortunately, we cannot do samples at this time but we are looking into doing some sample packs since they haven’t invented smellograms for the internet yet.

PROMOTIONS

How do I use my promotional code?

To apply a promotional code to your basket, simply enter a valid code when at the checkout page and hit redeem. Please note only one promotional code can be used per order.

How do I find out about offers and promotions?

Our newsletters are the best place to get amazing offers and promotions. If you're not already signed up, just head to the box on the bottom of our site, enter your email and click subscribe, easy!

AMENDING ORDERS

Can I change or cancel my order?

It’s no problem to cancel or amend your order, just give us a call on 01471 820 145 or send an email to info@skyecandles.co.uk as soon as possible so we can help you to sort it out.

POSTAGE

How can I see when my order has been dispatched?

If you log in to your account (beside the checkout page) you can view your order status, amend your address and see your order history.

What are your delivery times?

Please see our Delivery Page for full information regarding delivery times.

My item hasn’t arrived yet?

If you haven't received your order after the delivery period has ended, please get in touch either by phone on 01471 820 145 or send an email to info@skyecandles.co.uk.

I have received the wrong product, what do I do?

If you haven't received your order after the delivery period has ended, please get in touch either by phone on 01471 820 145 or send an email to info@skyecandles.co.uk.

Refunds & Returns

Please see our refunds policy.

TERMS & CONDITIONS


We reserve the right to change or withdraw any part of our website. If considered necessary, we reserve the right to refuse you access to the website. All rights in the designs and information on our website are owned by us. These are protected, as appropriate, by copyright, trademarks and other intellectual property rights. You may only view, reproduce or print the materials on this website for the purpose of ordering goods from us. You will be responsible if you breach these terms of use and will reimburse us for any loss caused to us as a result of your misuse. If any of these Terms and Conditions are unenforceable, it shall not affect the enforceability of the rest of these Terms and Conditions. Your statutory rights as a consumer remain unaffected.


Disclaimers

This website and its contents are provided to you on an “as is” and “as available” basis. We do not make and expressly disclaim to the fullest extent permitted by law any and all representations or warranties of any kind with respect to this website and its contents including without limitation its completeness, accuracy, fitness or suitability for any purpose or freedom from viruses. We, our directors, employees and other agents shall not be liable for damages of any kind including without limitation, direct, indirect, special or consequential damages, loss of income or profits, loss of or corruption of data, loss of or damage to property or claims of third parties, arising out of or in connection with your use of this website. We are not responsible for any losses resulting from your use or the inability to use our website or resulting from unauthorised access to, or alteration of your transmissions or data in circumstances which are beyond our control, nor that use of our website will be completely error-free or uninterrupted. We will not be responsible to you if we are unable to provide our Internet services for reasons beyond our control.


Links to other sites

We accept no responsibility for the contents of any other websites to which this website has links and shall not be held responsible or liable for any loss or damages caused or alleged to have been caused by use of, or reliance on, any content, goods or services available on such sites.


Complaints / Feedback / Recommendations

Please feel free to give us any feedback, recommendations or comments about our service and website. We take this very seriously and aim to deal with any problems or difficulties in a timely, fair and effective manner. Please email us on: info@skyecandles.co.uk

REFUNDS POLICY

RIGHT OF CANCELLATION

The United Kingdom’s Distance Selling Regulations 2000 provide you with a right to cancel your order for products at any time up to the end of the seventh working day following the day after the day on which you received the products. You do not need to give us any reason for cancellation. If you wish to cancel your order please email us: info@skyecandles.co.uk or call us: 01471 820 145 (Mon – Sat, 10am-5pm) with details of your cancellation. If you have already received the products you must carefully repackage and return them to us at the returns address shown below. Until you have returned the products to us, you must keep them in your possession and take reasonable care of them. We will credit the price of the cancelled products once we have received and checked that they are in a re-saleable condition. We will not refund any postage costs incurred.


DAMAGED GOODS

We will take great care to ensure that you receive your goods in perfect condition and that they are in good working order. However, if your goods are damaged or faulty, please email: info@skyecandles.co.uk within 3 working days of receipt of your order. We will either replace the goods or arrange a refund as appropriate. We will also pay you the cost of the return postage. Upon contact we will issue you a returns number (which you will need to include in the package) and instructions on how to return the goods to us. You will need to obtain a proof of posting certificate from your Post Office for us to be able to refund your postage costs.


RETURN ADDRESS

Isle of Skye Candle Company

Old Post Office Yard

Ford Road

Broadford

Isle of Skye

IV49 9AB


For all goods returned, we recommend that you use a secure delivery method which requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery) as you will be responsible for the goods until they are received by us.

PRIVACY POLICY


The Isle of Skye Candle Company® is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.


WHAT WE COLLECT

We may collect the following information:

- name

- contact information including email address

- demographic information such as postcode, preferences and interests

- other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.


We may also collect some of the following Non-Personal Information from you:

- the IP address of the computer you use to access our site

- the type of browser software you are using

- the date and time you access our site

- the website address, if any, that linked you to our site

- search engine search terms and advertising clicks/actions

- other non-personally identifiable traffic data


WHAT WE DO WITH THE INFORMATION WE GATHER

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:


Internal record keeping.

We may use the information to improve our products and services.

We may use non-personal information for purposes of displaying advertisements that are more relevant and useful to our existing or potential customers

We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided and providing you agree to join our mailing list.

From time to time, we may also use your information to contact you for market research purposes. We may contact you by email or phone. We may use the information to customise the website according to your interests.


SECURITY

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.


We do not store credit card details nor do we share customer details with any 3rd parties!


HOW WE USE COOKIES

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.


We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.


Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.


LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.


CONTROLLING YOUR PERSONAL INFORMATION

You may choose to restrict the collection or use of your personal information in the following ways:


whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at info@skyecandles.co.uk

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.


You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Isle of Skye Candle Co Ltd, Broadford, Isle of Skye, IV49 9AB


If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

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