shipping & returns
Dispatch Times
We are a small independent business, and all orders are hand-packed by our team with care. Orders are dispatched within 3–5 working days from the date of purchase. Please note we are closed on Mondays and Tuesdays, so orders placed during that time will be processed once we reopen.
Delivery Method
All orders are sent via Royal Mail 2nd Class, which typically takes 2–3 working days for delivery after dispatch. This is a non-tracked service. You may receive an automated email with a Royal Mail reference, but this will not provide tracking updates.
Need Your Order Urgently?
If you need your order by a specific date (e.g. for a gift), please contact us before placing your order and we’ll do our best to accommodate.
Delivery Delays
Once an order has been dispatched, we cannot control delivery times. We are only able to raise a query with Royal Mail if 10 working days have passed since dispatch and your order has not arrived.
Returns Due to Delays
If your order does not arrive in time and is no longer needed, you are welcome to return it for a full refund once it has been delivered.
We Appreciate Your Patience
Returns
Should you need to return an item, please mail it back to us using the returns address on our website. Customers are responsible for return shipping costs. Candles must be returned to us in their original condition, unused for a refund.
For any damaged or defective products, kindly contact us within 72 hours of delivery at turnoffthelights95@gmail.com with photos so we can assist you. We'll happily provide a replacement or refund for any qualified issues.
As a small batch shop, we'll do our best to find a solution that works for both parties. For exchanges or immediate assistance, we welcome visits to our Whitstable shop location whenever possible.
Our goal is to rectify any problems or concerns to your satisfaction. Please reach out to us directly with any questions or complaints so we can make things right. We appreciate the chance to address any returns or issues.