DELIVERY & RETURNS

DELIVERY

Standard Delivery £3.95

Free Standard Delivery on orders over £30

We ship orders within 1-3 working days after an order is placed. All standard deliveries will be sent Royal Mail Signed For® 2nd Class and can usually be expected within 2-3 business days once dispatched.

For larger orders (over 2kg), we will use a courier, which will require a signature upon delivery.

Our delivery times are based on working days Monday to Friday (excluding Bank Holidays) and are not guaranteed.

Please note: Delivery times may vary. Orders placed during busy seasonal periods may be subject to a longer processing and delivery time.

All orders from Hisiacandles.co.uk can be delivered to an address located in the UK only. We do not offer international shipping.

Please contact us at hello@hisiacandles.co.uk, if you have any queries.

 

RETURNS & REFUNDS

If you are unhappy with your order once you receive it, we will gladly accept returns within 14 days from the date of purchase.

Please ensure any items being returned are in the original packaging and unused. Shipping Policy by Hisia Soy Candles is that if there are any signs of use we cannot accept the returned item. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used or damaged and the product is in a re-saleable condition. Please note that unless a manufacturing defect is present, we cannot accept returns of candles that have been lit.

Products purchased as a set can only be returned as a complete set, not as individual items.

To initiate a return, please email us at returns@hisiacandles.co.uk with a list of the items that you want to return and the reason you are not satisfied with the product. Please include your order reference number and we will contact you within 48 hours.

Upon approval, you will be asked to send back the goods clearly stating your full name and order reference number. Once the goods have been received, your refund will be processed. Depending on your reason for returning you will not be refunded any original shipping costs. If you qualified for free shipping on your order, this will be deducted from your refund.

You are responsible for paying the return postal cost. We recommend using a signed for service to guarantee proof of delivery back to us and keeping proof of postage and using a tracked service. Proof of postage will not be accepted as proof of delivery. We will not refund any items lost in the post or not delivered to us.

Make sure your items are securely wrapped, it is your responsibility to ensure returned items are resalable.

Please allow up to one week upon return of goods for funds to be credited to your original method of payment (minus any original shipping costs). 

 

Faulty Products

We take every precaution to ensure your items arrive to you as quickly and safely as possible, however on rare occasion, damage does occur in transit. If this has happened, please send us an email at returns@hisiacandles.co.uk with the following:

• Photos of the packaging and items.
• Order reference number

If items are found to be faulty, We will refund you the purchase price and the shipping cost.