Telephone: 01866 833266
Extension 202 Sales
Extension 203 Customer Services
Extension 205 All other enquires
We also have available live chat window at the top of home page click LIVE CHAT. type in a name (email not required) proceed with your question/s
Once you hear our automated extension menu announcement, please press the extension number you require (do not hang up
before dialling the extension number, e.g for customer services dial 01866 833266 then once you hear the menu voice press 203 to take you to that extension.
Sales Lines are open Monday - Friday 10.00 am - 4.00 pm
Please note to keep costs of our goods down to you our telephone lines have limited staff and are often busy.
Email - Our staff are online 7 days a week during normal office hours to answer any sales queries, stock queries etc. We also have home workers answering emails during peak seasons and out with office hours 5.00pm - 9.00pm.
Email turn around in most cases within 5 minutes - 1 hour during office hours, 4 - 8 hours outwith office hours.
Please note we require all orders in writing by email, via website or post and cannot accept telephone orders alone in case of errors.
CUSTOMER SERVICES DEAL WITH ISSUES REGARDING ORDERS ALREADY PLACED
Contact is by Email, post or telephone message. Extension 203
Customer Services unfortunately do not take incoming phone calls which in turn speeds up this service.
You can email or write to customer services and or leave a telephone message on their answer service.
When making your enquiry by whichever method you choose please always give your full name, post code, and any order number and or invoice/receipt number found on your order confirmation/sales receipt and or invoice. Any message which does not have all the relevant information may hinder our ability to respond to your query.
Customer services deal with any issues relating to an order already placed, missing orders, faulty orders, general queries about orders already placed, incorrect orders, re-ordering a repeat colour or customized candle, delivery problems,account queries etc.
Email turn around in most cases within 1 hour week days during office hours.. 4 -6 hours out with office hours.
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 Monday to Sunday from 7.00 am - 7.00 pm. E.mail turnaround within 1 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/invoice number, name and address you used when making your order otherwise you may not be able to be contacted. Customer services will respond to your message by email.
Our customer service department is based on a self help system. Most of the information you may need is available on our website and or in your "after sales pack" . Our self help system helps keep our product costs down by allowing your query to be dealt with by send in most cases an appropriate leaflet which covers your query.
We regret that customer services can not phone customers individually 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.
Email us at any time for further information
Also see information section.