Returns & Cancellation

Cancellation / Exchange

We want you to be delighted with your purchase but if you are not you can return any item within 14 days of being delivered (according to the delivery date provided by the courier company) for a refund or exchange as long as the products are unused (jewel is still in place) and in the original packaging. To exercise the right to cancel an order, you must inform us of your decision via email including details of your name, address, details of the order you wish to cancel and, where available, your phone number and email address. You can cancel by emailing Customer Care at [email protected] If you decide to cancel an order, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This does NOT include the cost of delivery. Please note that in this case, we will offer either a store credit or a refund of the same value of the product for you to place a new order on our website. We may make a deduction from the reimbursement, for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement, no later than 5 days after the day we receive the goods back. Once we have received the goods, we will process your refund or exchange no later than 5 working days. Please note that we will ONLY refund the credit or debit card of the person who originally placed and paid for the order.

Missing, incomplete or damaged goods

If your order hasn’t arrived in the time stated on the website, please check the status of your order using the information provided in your despatch email. If any issues, please contact our Customer Care at [email protected] including your order number, delivery address, tracking number and we will gladly assist. If your order is incomplete, please bear in mind that we will need to be contacted within 24 hours, after delivery of the goods. Please include a photo with the products received + parcel, your order number/delivery address and we will investigate this further. For damaged products, contact must be made in 24 hours at delivery and we will need you to provide the following: * Clear photos of the damage * Pictures with the parcel * Your order number/delivery address If you can’t provide us with all the information required, please note that we won’t be able to properly assist. When we receive all the information required we would be able to either send a replacement immediately or offer a refund in a maximum of 5 working days. Please note that we will ONLY refund the credit or debit card of the person who originally placed and paid for the order.

Jewellery Exchange

Considering that the jewel found within our products is a prize, we will not be able to offer any kind of exchanges if the wrong size has been selected, if the jewel doesn’t fit, the jewel revealed is not to your taste or you got a duplicate style jewel with your order.

Damaged Jewellery

If the jewel revealed is damaged when removed from any of our products, you will be asked to provide clear photos with the fault from at least 3 angles, your order number/delivery address and the email address used to place the order. We will provide you with a return label (at no extra cost) to return the jewel for further inspection. Please note we will need to be notified of this issue in a maximum of 60 days to be able to assist. If the product is found faulty (either after inspection or based on the photos provided) we will offer a random jewel as replacement, of the same type and as close as possible to the RRP value of the prize you have originally received If the 60 days time frame has passed, we would require the jewel to be sent back, together with a prepaid envelope Second Class “Signed For” via Royal Mail to the address below including your order number/delivery address and the reason for your return. Once this has been received, we will offer a random jewel replacement.
  • Imperial Candles Limited
  • Unit 3-4 Cotton Drive
  • Kenilworth
  • Warwickshire
  • CV8 2UE
Please take into account that we do NOT offer any refunds/ or candle replacements if the jewel retrieved from the candle is damaged (missing stones, bent etc.).

Delivery Delays

We will always do our best to deliver your goods in the approximate time frame recommended on the website. Please bear in mind, that delivery times are estimates. As each product is handmade, carefully picked and packed by hand, these estimates may vary, especially during busy times of the year. Once you receive your despatched email confirmation your parcel will be with you within 2 working days.  Please note that NO shipping charges will be refunded in this instance, unless in the event of exceptional circumstances.

Contact Information

Please email our customer service at [email protected] or call us at 08004714689