Policies at Holly and Willow
Service as It Should Be
In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair and transparent store policy for our customers. Read the following sections to find out more about how we ship or exchange products, or about how we secure your personal data. Please don’t hesitate to contact us if you have any questions!
UK – Spend up to and including £50.00 and shipping is a flat rate £4.99
UK – Spend over £50.00 and shipping is absolutely free.
Wherever possible, our packaging is recyclable/recycled and we encourage you to reuse or recycle it in an environmentally sensitive manner. We also make every effort to reuse packaging we receive when appropriate to cut down on virgin packaging entering into the environmental recycling process. We never use contaminated items.
Shipping is calculated at checkout based on the value of the order.
We use generally use UPS or Royal Mail to ship parcels within the UK, but may use other providers where necessary. Our charges are as close to actual shipping rates as possible and include only a nominal fee for packaging materials. We package them very carefully as we want you to enjoy our candles as much as we enjoyed making them for you!
For online purchases in line with the Consumer Contracts Regulations 2015, you have a legal right to change your mind within 14 days of receiving your item and receive a refund.
You have 14 days after the day you receive the products to change your mind. We are happy to discuss a longer return period over the festive period (running from 1st November to 31st December). You must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records. If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. The delivery cost of returning the products to us will be met by you and is non refundable.
If you are exercising your right to change your mind and cancel your order, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card, or other payment method you used to pay. We will process the refund without delay and, in any event, not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We will withhold the refund until we have received the products back.
If you are exercising your right to change your mind, goods must be returned to us an unused and undamaged condition. If your handling of them causes any damage, we may reduce your refund of the price (excluding initial delivery costs) to reflect any reduction in the value of the goods. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within three to five days at one cost, but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option. The delivery cost of returning products to us that are not faulty will be met by you and is non refundable.
We are very sorry if you have received a faulty item.
If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange, or refund. You should notify us about the faulty item by post, email or telephone within 30 days of receiving your product. In the fist instance, it is our preference to arrange shipping labels for you to attach to your parcel for return. If this is not possible (ie. you have no printer for example), we will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item. Please always contact us to agree the return method.
If a fault develops outside of the 30-day return period, please contact us before you return the item, so we can discuss the fault and agree on a solution.
by telephone on 07882 487999
by email to email@example.com
Please take extra care to read our Candle Care and Safety Page or any specific care instructions provided with your purchase.
Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase by way of a receipt, proof of purchase via bank statement for example is acceptable.
Please return products, with your contact details and order details in the box (or the copy of your delivery note) to:
Holly and Willow Ltd
3 Leny Crescent