Refund policy

We have a 14-day return and cancellation policy, which means you have 14 days after receiving your item to request a return. 

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 fourteenth 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: 01478 613 649 (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

Viewfield Road
Portree
IV51 9EU

 

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@skyecandles.co.uk.