Our Response to COVID-19
We have put appropriate social distancing measures in place and due to the current circumstances please expect delays in dispatching orders. Please also allow some additional time for carrier networks that are having similar capacity issues.
We are working with our delivery partners to ensure that all deliveries are made, however, our usual despatch times may be extended slightly to take into account a reduced workforce within the warehouse and delivery supply chain. We know this is a challenging time for everyone. But by partnering against fear and doubt and following important instructions on how we can help stop the spread of this virus, we will successfully face this challenge. Together.
Updated collections notice in regards to Covid-19:
Collections are available from our Warehouse between 10 am – 3 pm, Monday – Friday. Please note that our Warehouse is not open for collections on the weekend. Until Covid-19 restrictions are relaxed we ask that if there is a queue for collections upon your arrival, please be respectful and maintain a 2-meter distance while waiting for your order and ensure you wear a mask when collecting.
Our Customer Service Team is available to answer any questions you may have or to provide you with further information in regards to collecting from our warehouse.
Thank you for your support and patience.
Our standard dispatch is 1-3 working days (Monday – Friday). Please note for Saturday and Next day delivery before 12 orders will need to be placed before 10 am.
Our standard shipping price is free
Upgrades are available
Issues and delays with couriers can occur and are out of our control, if you have any issues with the service of our couriers please get in touch. All delivery times are an estimate and not a guarantee. We cannot refund shipping costs due to errors which are no fault of our own. We cannot resend items which are currently in transit.
Though rare, your order may be delayed if we are out of stock of a particular item, if this is the case we will notify you the same day.
International Delivery & Channel Islands
Our standard international delivery service is 7 – 10 working days. This can take longer especially at seasonal times like Christmas
Please note total cost includes VAT, potential DUTY and Customs and Admin charges.
We offer a standard charge at £12.99 for a priority tracked service
Returns missed delivery & damaged goods
International Customs Fees: Please be aware, would the package be rejected due to fees, refunds will not be provided for shipping costs.
Missing and/or damaged items must be reported within 48 hours of receipt delivery.
We will gladly refund all goods up to 30 days from delivery.
*All goods must be in their original packaging and in a re-sealable condition.*
To return your goods, simply print out and enclose a note with your order information and send the items you wish to return to:
LL Candles Ltd
Unit 8B Tanfield Lea Industrial Estate North
Please ensure you include the full name the order was placed under, the order number and the reason for your return
If there has been no error on our part, we will only refund the cost of goods and not any delivery charges.
If the goods within the order are faulty or contain any incorrect or damaged items, please contact us immediately with pictures if necessary and we will make alternate arrangements to amend the issue.
Do not dispose of any damaged items as we may require to collect your goods to replace them.
If your goods have arrived damaged, please contact our customer service team with photographs immediately of the damaged items and we will send out replacements ASAP.
We can only provide replacements for damaged items with photo evidence.
If you have any questions regarding returns or damaged items please use our contact form
Our courier partners will attempt to deliver your parcel 3 times.
When placing an order it is your responsibility to be available to accept the delivery or to inform us of a suitable safe place to leave the package if you are not available to accept the package on your given delivery day.
If your delivery has been missed 3 times, it will then be returned to us by the courier. If this happens, we may have to charge you the shipping costs again in order to resend the goods.
Here at LL Candles, we pride ourselves on our customer satisfaction and will do everything we can to maintain 100% happy customers, guaranteed.