Terms & Conditions

These Terms & Conditions apply to your use of the Lily-Rose Candles Co. website and to purchases made through our online store.

Please read these terms carefully before placing an order. By placing an order with us, you agree to these Terms & Conditions.

Nothing in these terms affects your statutory rights as a consumer.

Privacy & Safety

1. About Lily-Rose Candles Co.

Lily-Rose Candles Co. is a UK-based independent candle business specialising in handcrafted beeswax candles made with pure essential oils.

Our business correspondence address is:

Lily-Rose Candles Co.
Lytchett House
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FA
United Kingdom

Email: hello@lilyrosecandlesco.co.uk

Please note that this is a business correspondence address and is not open to visitors or in-person returns.

Returns should be sent only to the dedicated returns address provided in Section 8 below.

2. Our Products

Our candles are handcrafted in small batches using materials including BP-grade beeswax, pure essential oils, natural wooden wicks and, where stated in the product description, crystals.

Because our products are handmade and contain natural materials, slight variations may occur between individual products.

These can include variations in colour, finish, appearance, crystal size, crystal shape or positioning. Such natural and handmade variations do not necessarily constitute a product fault.

We make every reasonable effort to ensure that product descriptions, photographs, dimensions and other information displayed on our website are accurate.

However, colours and appearance may vary slightly depending on photography, lighting and the screen or device used to view our website.

3. Prices & Payment

All prices displayed on our website are shown in pounds sterling (£).

Any applicable delivery charges will be clearly displayed during checkout before you complete your purchase.

We reserve the right to change our prices at any time. Any price change will not affect an order that has already been accepted by us.

Payment must be made using one of the payment methods available through our website at checkout.

Your order will not be dispatched until payment has been successfully received.

4. Placing an Order

When you place an order through our website, you are making an offer to purchase the products in your basket.

You will receive an email confirming that we have received your order.

All orders remain subject to availability and acceptance by Lily-Rose Candles Co.

We reserve the right to refuse or cancel an order where reasonably necessary, including where:

A product is unavailable
An obvious pricing or product-description error has occurred
Payment has not been successfully authorised
We reasonably suspect fraudulent or unauthorised activity
We are unable to fulfil the order for another reasonable operational reason

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order.

5. Product Availability

All products are subject to availability.

Some Lily-Rose products are produced in small batches or as limited-edition and seasonal collections. Availability may therefore be limited.

Adding a product to your basket does not reserve that product.

In the unlikely event that a product becomes unavailable after you have placed an order, we will contact you and arrange an appropriate refund or alternative where agreed with you.

6. Delivery

We currently deliver within the United Kingdom.

Current delivery charges, estimated processing times and further delivery information can be found on our Shipping & Returns page.

As our candles are handcrafted in small batches, please allow the processing time stated on our website before your order is dispatched.

We will make reasonable efforts to dispatch and deliver your order within the estimated timeframe provided.

Occasionally, delivery may be affected by circumstances outside our reasonable control, including courier delays, severe weather or other disruption.

Unless otherwise agreed with you, goods will be delivered without undue delay and within the timeframe required by applicable consumer law.

Once your order has been dispatched, tracking information will be provided where available.

7. Your Right to Cancel

If you are purchasing from us as a consumer online, you generally have a statutory right to change your mind and cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days after the day on which you, or a person nominated by you, receives the goods.

If a single order contains multiple goods delivered on different days, the cancellation period generally runs from the day after the final item is received.

To tell us that you wish to cancel, please email:

hello@lilyrosecandlesco.co.uk

Please include your name, order number and details of the item or items you wish to return.

You may also use the model cancellation form provided at the bottom of these Terms & Conditions, although you do not have to use the form. A clear statement telling us that you wish to cancel is sufficient.

Once you have notified us of your decision to cancel, you must send the goods back within 14 days.

This right is separate from your statutory rights where goods are faulty, damaged, incorrect or not as described.

8. Returning an Order

Please contact us before returning an item so that we can confirm your return and provide any necessary instructions.

Unless the item is faulty, damaged, incorrect or we have agreed otherwise, you are responsible for the direct cost of returning unwanted goods to us.

Once your return has been arranged, parcels should be securely packaged and sent to:

Lily-Rose Candles Co.
Unit 173469, Courier Point
13 Freeland Park
Wareham Road
Poole
Dorset
BH16 6FH
United Kingdom

Please note: this is our parcel returns address only. It is not open to visitors or in-person returns.

We recommend using an appropriate tracked postal or courier service and keeping your proof of postage until your return has been processed.

Further information can be found on our Shipping & Returns page.

9. Condition of Returned Goods

You may handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you might examine an item in a shop.

If a returned product has been handled beyond what is reasonably necessary and this has reduced its value, we may make an appropriate deduction from the refund to reflect that reduction in value where permitted by law.

For example, this may apply where a candle has been burned or otherwise used beyond what is reasonably necessary to inspect it.

This does not affect your statutory rights where a product is faulty, damaged or not as described.

10. Refunds Following Cancellation

Where you exercise your statutory right to cancel an online order, we will refund the payments due to you in accordance with applicable consumer law.

This includes the cost of our standard delivery option where you originally paid for delivery.

If you selected a more expensive delivery service than our least expensive standard delivery option, we are only required to refund the equivalent cost of our standard delivery service.

Where goods are being returned, we may withhold your refund until:

We have received the returned goods; or
You provide evidence that you have sent the goods back, whichever occurs first.

We will make the refund without undue delay and within the timescale required by applicable consumer law, generally no later than 14 days after receiving the returned goods or evidence that they have been sent back, whichever is earlier.

Refunds will normally be made using the same payment method used for the original purchase unless expressly agreed otherwise.

We will not charge a fee for issuing a statutory refund.

11. Faulty, Damaged or Incorrect Goods

We are under a legal duty to supply goods that conform to the contract.

If your order arrives faulty, damaged, not as described, or you receive an incorrect item, please contact us as soon as possible at:

hello@lilyrosecandlesco.co.uk

Please provide your order number and details of the problem.

We may also ask you to provide photographs of the product and its packaging to help us understand what has happened and resolve the issue.

Where goods are faulty, damaged, incorrect or otherwise do not conform to the contract, your statutory consumer rights apply.

Where a return is required because an item is faulty, damaged, incorrect or not as described, we will deal with the reasonable return arrangements or costs as required by law.

Nothing in these Terms & Conditions limits or excludes your statutory consumer rights.

12. Candle Safety & Product Use

Candles involve an open flame and must always be used responsibly.

You must follow the safety, warning and candle-care instructions supplied with your product and any relevant instructions provided on our website.

In particular:

Never leave a burning candle unattended.
Keep burning candles out of reach of children and pets.
Keep candles away from draughts and flammable materials.
Place candles on a stable, level and heat-resistant surface.
Maintain the wick in accordance with the candle-care instructions.
Do not move a candle while it is burning or while the wax is hot.
Stop using a candle when advised by the safety or candle-care instructions supplied with it.

Failure to follow appropriate safety and candle-care instructions can result in unsafe burning and may cause injury or damage.

13. Essential Oils, Crystals & Wellbeing

Lily-Rose Candles Co. products are created to complement moments of relaxation, mindfulness and wellbeing.

Any references on our website, packaging, blog or marketing materials to the traditional, emotional, spiritual or wellbeing associations of essential oils or crystals are provided for general information and inspiration only.

Our candles, essential oils and crystals are not medicines or medical treatments and are not intended to diagnose, treat, cure or prevent any medical or health condition.

Individual sensitivities can vary.

If you have concerns about the suitability of a candle, essential oil or other product for you, your household or your pets, please seek appropriate professional advice before use.

14. Crystals & Natural Materials

Some Lily-Rose candles contain crystals as part of their design.

Crystals are natural materials and will vary in colour, size, markings, shape and appearance.

These variations are normal and make each piece individual.

Customers should follow any product-specific instructions supplied with their candle regarding crystals and safe candle use.

Crystals and other decorative components are not toys and should be kept away from children and pets.

15. Handmade Products

Every Lily-Rose candle is handcrafted in small batches.

Minor differences between candles are therefore expected and are part of the handmade nature of our products.

These may include slight differences in wax appearance, colour, surface texture, crystal positioning, wick placement or other cosmetic characteristics that do not affect the safe and intended use of the candle.

Such minor handmade or natural variations are not considered faults where the product otherwise conforms to its description and performs as intended.

16. Promotions & Discount Codes

From time to time, we may offer promotional discounts, discount codes or special offers.

Unless otherwise stated:

Promotional codes cannot be exchanged for cash.
Only one promotional code may be used per order.
Promotional offers cannot normally be applied retrospectively to orders already placed.
Promotions may be subject to specific start and end dates or availability.
We reserve the right to withdraw or amend a promotion where reasonably necessary.

Any specific terms supplied with a promotion will also apply.

Your statutory consumer rights are unaffected by promotional pricing or discounts.

17. Gift Cards

Where gift cards are offered through our website, any specific terms, expiry information and redemption conditions displayed when purchasing or receiving the gift card will apply.

Gift cards cannot normally be exchanged for cash except where required by law.

Your statutory rights remain unaffected.

18. Website Information

We make reasonable efforts to keep the information on our website accurate and up to date.

However, we cannot guarantee that the website will always be completely free from errors or that access will always be uninterrupted.

We may update, change or remove website content where reasonably necessary.

Nothing on our website should be interpreted as medical or professional health advice.

19. Intellectual Property

Unless otherwise stated, the content of the Lily-Rose Candles Co. website belongs to or is licensed to Lily-Rose Candles Co.

This includes our branding, logos, product photography, written content, blog articles, graphics, artwork, product descriptions and other original materials.

You may not reproduce, copy, distribute, republish or commercially use our content without our prior written permission, except where such use is permitted by law.

20. Privacy

We take the protection of personal information seriously.

Personal information provided to us through our website or during an order is handled in accordance with our Privacy Policy and applicable data-protection law.

Please refer to our Privacy Policy for further information about the personal information we collect, why we use it and your rights.

21. Our Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

This includes any liability that cannot legally be excluded or restricted under applicable consumer law.

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

We will not be responsible for loss or damage resulting from misuse of a product or failure to follow the safety, warning and candle-care instructions supplied with it, except where liability cannot lawfully be excluded or restricted.

If you purchase our products as a consumer, these terms do not affect your statutory rights.

22. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control.

These may include severe weather, postal or courier disruption, transport disruption, natural disasters, interruptions to utilities or communications, or other events that we could not reasonably prevent.

Where such an event affects an order, we will take reasonable steps to minimise the impact and keep you informed where appropriate.

Your statutory rights remain unaffected.

23. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our business, website, products, policies or applicable laws.

The Terms & Conditions applying to your purchase will be those in force when your order is placed.

The date at the top of this page shows when these terms were last updated.

24. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you may also benefit from mandatory consumer protections applicable where you live and may have rights to bring proceedings in the courts applicable to your part of the United Kingdom.