FAQ's

A LIST OF SOME OF THE MOST COMMON QUESTIONS - with ANSWERS

1) I CANT GET THE WEBSITE TO WORK?

 

 If the payment pages do not appear when you submit your order-  This is generally down to security settings on your own computer preventing the payment pages from showing.    If you are unable to rectify this yourself then you can send us your order in writing by email. Or request an order form.

 

2) HOW DO I FIND SPECIFIC PRODUCTS?

 

To find a specific product on the site, use the small search window on the home page, you can either type in the product code (i.e. 260) if you know it or a short description (1.e. flower candles), click search and all the pages with products related to your search will appear in the main window, click one to take you to the products.

 

3) WHAT HAPPENS TO MY PAYMENT IF MY GOODS ARE NOT READY?

 

If you have paid by credit card or Cheque- we do not process your payment until your order is ready which is usually the day of despatch of your order, this means you are not paying for goods berfore they have been despatched.

 

4) HOW LONG WILL MY ORDER TAKE TO GET PROCESSED?

 

Once you have placed an order, your order will be processed subject to stock. If any items are out of stock your order will be held for 14 days without notice until it comes into stock, if the items will be longer than 14 days or are not available, you will be notified within 14 days, if you require a quicker response you can email at anytime for an update on your order.  If your items are in stock your order will generally be despatched within 2-4 working days.

 

5) WILL I KNOW WHEN TO EXPECT MY GOODS?

 

Once your order has been despatched to you , you will receive an sales receipt/invoice by email which will have your payment and delivery tracking information on it.  If you have not received this then it is unlikely your order has been despatched yet.  Once you do get it you can  go online and track your parcel which will give you a good idea of when your parcel will arrive do this by logging on to the carrier website details of which will be on your sales invoice/receipt.  See tracking your order information sheet for further details under delivery section.

 

6) CAN I ORDER SAMPLES?

 

If you require samples we can on certain products send samples.  If you return with an order over £50.00 within 30 days we will refund the samples value only,  providing they do not go over £3.00 excluding the postage & packing.  Samples are not returnable. Please email us for a list of products which are available at special postage rates as samples.

 

 

 7) DO WE USE RECYLED PRODUCTS?

 

We re-use boxes, newspapers, paper etc where possible in our packaging of goods, this keeps the cost of our carriage down to our customers.  We never use soiled or dirty paper or boxes.  Much of our packaging is re-claimed free of charge from other companies locally iwho are discarding their packaging including grocery boxes, food boxes, newspapers, magazines, acetate boxes, etc. this saving is passed on to you the customer reflected in our low carriage costs.   If you require your order in a brand new box  )i.e for a present then please state when ordering £2.50 will be added to your carriage cost for this service to cover packaging.

 

8)  WHY DO WE HAVE DIFFERENT SHOPS ON THE SAME SITE?

 

We are the original one stop shop company, our other shops are advertised elsewhere aswell as here, but due to customer requrests we have now linked all the shops to each site to allow shoppers to fill their baskets with anything they like from any shop without re- entering all their details over again.   We have kept each shop in a SEPARATE catagory on the main page to save those customers who do not want to be distracted by products other than those that they are insterested in, thus maintaing our popular simple and uncluttered site which our customers love.   i.e   if you are looking for candles go in to the candle shop you will not be distracted with other products other than candle related products,  OR do all your shopping under one roof and save on shipping.  Best of both worlds.

 

9)  I WANT TO SEND IN A COLOUR SAMPLE TO HAVE MY PRODUCT COLOUR MATCHED WHAT CAN I SEND?

 

 

 We can accept any paper, or fabric sample to match product which have the colour matching service offered to. Please do no sent organic material as it will change colour as it deteriotes and  can not be filed.  We prefer you to send in a snippet of fabric or paper or card.  This can then be kept in your file with your invoice so you can re-order if you wish in the future.   E.g a snippet from a magazine or newspaper, or greetings card, wrapping paper, or a bit of fabric.   We only require your sample to  1 inch square to colour match we do not require it bigger.   Colour samples sent will not as a rule be returned  to you.    When making your order make it in the usual way then add in the comments box that you are sending a sample to be colour matched so your order will be held until it comes in .  Send your sample if possible with a copy of your order confirmation,  and or your full name & address with order number, and product the match is for.

 

10) THE COLOUR OF MY CANDLE RECEIVED WAS NOT AS EXPECTED?

 

Make sure that you the candle is not correct against the colour you wanted by holding it against the colour.  If you use used our online colour chart when ordering then it may be your computer shows the colour differently (we always state our colour chart is a guide only).  For more exact shades we recommend you send in a sample.  Note also some colours only show their true colour when burning.  Make sure you do not leave your candles exposed to the light for long periods before use as light will change the colour. If you are still unhappy then please refer to our return procedures.

 

11) I HAVE A PROBLEM WITH MY ORDER WHAT SHOULD I DO?

 

This is a customer service issue, please email, or write with your problem quoting your order or invoice number, full name and address which you used to place your order and a method of contacting your.  Please do not if possible phone with your problem it often takes longer to deal with and messages left on our answer service can be difficult to understand without all the necessary information we need.  Our email service is very quick, we use homeworkers to cover email 9 hours a day 7 days a week. 

 

12) I HAVE ORDERED BEFORE ?

 

If you have ordered before to save you putting all your details in again you can email us your order, you will only need to tell us your last invoice number name and postcode.  

 

13) I WISH TO CANCEL MY ORDER ?

 

As long as your order does not fall into one of the clauses below then you can cancel your order.  To cancel your order you must put it to us in writing by email or post quoting all your order details in full.

 

1) Your order does not include custom and or made to order items 

2) Your order has not already been desptached

 

14) PHONES ARE BUSY ?

 

Our phones are often busy and as an internet company we have limited resources on the phone.  However to compensate, we have homeworkers and staff on email weekdays from 7.00am - 7.00pm and weekends  at various times, with email turnaround usually within an hour and up to 6 hours out of office hours.  Customer Services do not take incoming phone calls which in  turn makes a faster and more efficient service for you the customer.  If you do wish to leave a telephone message or email message for customer services make sure you leave all your details including order number, name and address you used when making your order otherwise you may not be able to be contacted.    Customer services will responsd to your message by email.   Our customer service department is based on a self help system where most of the information you may need is available on our website and or in your "after sales pack" this in turn keeps our product costs down and allows your query to be dealt with by the quickest and most efficient way possible by sending you  in most cases an appropriate leaflet which covers your query.  We regret that customer services can not phone customers individually to deal with queries for the reasons as stated above.  We pride ourselves in having available 99.9% of all information required by our customers available either on the website or in "after sales" pack.  If you wish any of the information posted please just ask.

 

15) HOW DO I KNOW I AM LOOKING AT THE LATEST VERSION OF YOUR WEBSITE ?

 

Check the home page "Last updated date"  the latest version should always be dated in the current month,  e.g if its March the last updated date should be a date in march. To ensure you have the lastest, hit refresh on your browser and re-save the link if you usually do this.