Order Confirmation

!

After Sales

Thank you for placing an order with us online.

 

 

 

Your order is now being processed

 

Please refer/retain the information below which you may find useful if you have any queries with your order.

 

 

1)    Your order will usually be sent out within 7-14 days subject to stock, unless you have ordered customised/made to order items or hear from us otherwise but can take up to 30 days.  (customised/made to order items are marked with an * on the website) Check website for further details on this. Customised items can take up to 30 days.  If you require your order by a specific date and have not already advised us when placing your order you can email us for further advise.

 

1A) If you order single items in a multiple of different colours and or scents which are made to order your order can take some time to complete please ask for advise on this if you are concerend about a delay of more than 30 days.

 

2)    If you need your order in a hurry just ask us we may be-able to send it quicker depending on your order and time frame.

 

3)    You will be notified as standard by email within 14 days if any of your items are out of stock and will not arrive within the standard specified times. 

 

4)    You should have received a full copy of your order by email the same time we did.  Please check your order for any errors, if there are any errors or you wish to change any aspect of your order please notify us is writing by email of the changes you wish to make within 24 hours of receiving your confirmation.

 

5)    If you have not received your order confirmation within 4 – 8 hours of submitting your order please re-submit your order.   If you have to re-submit your order then always state in the comments box before order submission that you are re-submitting your order as it  may be we have received your order even though you have not (most common reason is a mis-typed email address).  

 

6)    If you have any specific questions about your order – please email customer services with your full details to include your full name and address and order number shown on your order confirmation including post code and email address.   Your query will be dealt with personally by one of our email staff. 

 

7)    You will find a full list of product and company information available on our website which should answer any other general queries you may have about your order status which you can access at any time.

 

 

8)    Our website has been designed carefully to provide all the most common queries our customers may have about their orders which can be accessed at any time.

 

9)    When your order arrives, “DO NOT” sign for them in good condition unless you know they are, if the driver will not wait or there is no time to inspect them then always sign for them “Unexamined” then your signature.  This is particularly important for custom/made to order items if you sign for these goods in good condition and they are not we can not refund any claim for transit damage.

 

10)If you have a problem with your order when it arrives please contact us in writing with the details within 7 days of order receipt. Please use the returns form where appropriate.  A telephone message is not suitable and will not be responded to this in turn prevents any confusion over queries and will make sure your query is dealt with in the appropriate way.  Writing can be by fax, email or post.  Proof may be required so always keep a copy.

 

10) Make sure you review our full terms & Conditions and return instructions available at the bottom of this document and on our website or by request, and also enclosed with your order when it arrives.  Our website also provides safe product care and use where appropriate.

 

We have staff covering email queries from home who cover out of office hours as well as office hours enabling most queries to be dealt with quickly and efficiently.

 

 

THANK YOU FOR YOUR CUSTOM

 

Northern Lights

Email  sales@onestopcandleshop.co.uk

Website:  www.onestopcandleshop.co.uk

 

Northern Lights

Cairn Dubh

Inverinan

Argyll & Bute

PA35 1HH

 

SALES Tel: 01866 833266  Mon – Friday 10.00am – 4.00pm Sales

Email: customerservices@onestopcandleshop.co.uk

 

 


RETURNS PROCEDURE

RETURNS PROCEDURE

In ALL cases, notification of any problem(s) with your order must be in writing to Northern Lights within 7 days of delivery.  This can be done by email or post, please include all the information on  the return form without this your claim may be invalidated

Returns forms can be found with your order, copies are also automatically sent with your original order confirmation and sales receipt.   Forms are also available upon request or on our website.  You can also make your own (all the information requested on the form must be included).  

STANDARD PRODUCTS

FAULTY GOODS   A returns form must be completed detailing each faulty item clearly and its fault. You will be advised what will happen next once your form has been received back at Northern Lights. DO NOT send goods back unless instructed to do so. 

DAMAGED GOODS (Please follow the same instructions as above and note the following):-
In order to proceed with any claim for damaged goods  we must have your notification of damage in writing within 7 days of goods received.  To do this we require the returns form back in the POST  with your signature on the bottom within 7 days. The form must also include details of the damage and confirmation the goods were not signed for ‘in good condition’. Please note each unit that is damaged individually (e.g if you received 12 candles and 2 were damaged state 2 damaged).     Goods signed for ‘in good condition’ may invalidate any claim we can make on your behalf.   Goods damaged in transit must be kept for 7 - 14 days for the carrier to inspect or you may be required to allow Northern Lights to uplift them for inspection unless otherwise informed by Northern Lights.  DO NOT send goods back unless instructed to do so.  Once we receive your notice in writing, and returns form we will instruct you on what to do next.  You may be required to return the items upon request for inspection.
COOLING OFF PERIOD - Goods ordered in error or change of mind  by the customer can be returned for a refund providing they are sent back in their original condition  and you have notified Northern Lights  in writing within 7 days of receipt of goods of the intention to return.  No carriage can be refunded for the return of the item/s in this case this is at the buyer’s expense and proof of posting may be required.   Providing the above is complied with, your order will be refunded in full less any credit card processing charges within 30 days. 
CUSTOMIZED &  MADE TO ORDER ITEMS
These are all items marked with an * on the website.    (*asterix)

DAMAGED GOODS

If the goods are signed for as received in good condition it will invalidate your claim. If you are unable to examine sign “unexamined before your signature”.  You have 7 days to notify us of any damage in writing, and 7 days to send back the returns form by post (postmark checked).  If you have signed for goods ‘in good condition’  you may be able to claim on your credit card or household insurance.

ANY OTHER PROBLEM  - Please refer to customized information sheet below and  e mailed with your order for specific procedures. Or refer to copy on website.  You can also request a copy.

PRODUCT SAFETY

Please refer to our website “information” section for full details of candle safety, burning tips and instructions, also useful general product care.

“Get the best from your products”.

www.onestopcandleshop.co.uk

RETURNS FORM

 

Send or Email To:

 

Northern Lights

Cairn Dubh

Inverinan

Argyll

PA35 1HH

 

email: sales@onestopcandleshop.co.uk

Website: www.onestopcandleshop.co.uk

 

 

Name

Address          

Invoice Number

 

 

 

 

 

 

 

 

 


Date Goods Received

Product code

QTY

Description of Goods

Detail of damage/reason for return

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Additional Comments:-

 
 

 

 

 


Please refer to website for full terms & conditions or you can request a copy in writing

 

 

Use a separate sheet if necessary making sure you provide all the information required.

Customers are advised to read the candle safety and burning tips shown on our website. If the form is incorrectly filled

in it may cause a delay or make your claim invalid.

Tick as appropriate

 


I require a Replacement                                 I require a Refund

 

 

I verify the above information is correct

 

Signature________________________

Print Name:_______________________

Date:____________________________

 
 

 

 



TERMS & CONDITIONS

CUSTOMISED / MADE-TO-ORDER ITEMS
can take longer than stated delivery times
(items marked with a*)
 
See website for further details
  • Payment is due with order.  Payment methods available are - credit card (online), Paypal or cheque.  Please make cheques payable to "Northern Lights".
  •  
  • Delivery of orders is usually within 2-5 working days from receipt of payment subject to stock availability.  Please read full details on our 'delivery' page.
  •  
  • Out of stock items.  If any part of your order is out of stock you will be notified in writing if your order is going take longer than 14 days to deliver.  We will also suggest options available to you.   Incomplete orders will not normally be sent out within this time frame unless specifically requested (this does not apply to items which state longer delivery times).  Days quoted are 'working' days.
  •  
  • If you need items by a specific date please quote it in the comments box before submitting your order.  This will enable us to advise you if there is a problem with meeting this date for any reason.
  •  
  • Standard delivery charge is £6.95 to UK mainland destinations. other areas see main delivery pages.  The delivery charge includes insurance & packing.    Carriage is based on delivery services between Monday - Friday. Saturday deliveries are available at extra charge.  Please read our 'delivery' page for further details.
  •  
  • We reserve the right to change/update the products and prices shown on the website at anytime and without prior notice.
  •  
  • UK law is the recognised law.
  •  
  • By purchasing from Northern Lights you are entering a legally binding contract of sale and agree to all the terms & conditions as stated herein.
  •  
  • Privacy Statement.  Northern Lights will not pass details of any customer to any third party.  Customers may be sent our own company information from time to time.  If you do not wish to receive literature from us please notify us by email to be removed from the mailing list.
     
  • Customers are asked to read the candle burning, candle safety and relevant product information pages on our website under the information section for candle safety and use of products.
  •  
  • Goods ordered in error will incur a handling charge of 15% of the total order value.  Cost of sending & returning the goods will not be refunded.
  •    
  • Orders will automatically be cancelled after 14 days if no payment is received unless otherwise stated by the purchaser.
  •  
  • Due to batch production methods customized, made to order candle sizes quoted on this website are approximations only.  If accuracy of size is of particular importance please advise us accordingly.  Sizes  quoted is most cases will  not be out by more than 1 - 10mm unless stated otherwise.
  •  
  • Goods signed for at the time of delivery without inspection will invalidate any claim for damage "in transit".  If in doubt, sign the delivery as "unexamined".  If the box is obviously damaged, sign the delivery form as "box damaged".   Notification of defective goods must be within 4 days of delivery, in writing (by email or post) using the supplied returns form.  The returns form must be returned in the standard post, signed and be received within 7 days.  Note that delivery drivers are allowed to wait for 15 minutes whilst goods are inspected.
  •  
  • Handmade, made-to-order or customized products can not be cancelled except under exceptional circumstances. Items of this nature are marked with a * on the website against the product. Any problem with these products must be notified to us in writing within 2 days of receipt.  The returns form must be returned within 7 days of delivery.
  •  
  • The colour chart is for guidance only.  Whilst we will do our best to send the colour requested customers should be aware that colour perception on your monitor screen may be different from that on ours or on a finished wax product.  If you need an exact colour shade then we advise that a colour sample swatch be sent in with your order.
  •  
  • Cancelling an order can only be done in writing (by email or post) and by the originator of the order.  We do not accept cancellations by telephone.  Cancellations can not be accepted once the goods have been paid for and/or have been despatched.
  •  
  • Items marked with an asterisk (*) are custom made, or made-to-order items. They may take a little longer than our normal delivery times.  Customers ordering products with (*) against them on a Next Day delivery basis will not usually get goods the next day however the order will still receive high priority and will be sent out 'next day' when ready.
  •  
  • Refund's are usually only issued in money if over £10.00.  Under £10.00 refunds are issued by way of a credit note with ourselves which can be used for future purchases.
  •  
  • If you need specific information about any aspect of your order please email us with your request quoting which items (by stating the product code) you are enquiring about.
  •  
  • Emails are dealt with promptly.  All email staff are trained to deal with all types of queries. Your email will be passed to the relevant person and you should receive a response within one hour (during working hours).
  •  
  • Customer Services deal with queries via email (preferred) or in writing.   You can leave a telephone message providing you have all the correct details however Customer Services in most cases will always respond by EMAIL  This policy does not delay your query in any way.
  •  
  • Once you have pressed the submit button you are entering into a legally binding sale of contract with with Northern Lights.  Any changes you want to make to your order after it has been submitted must be made in writing (by email or post).  We regret we can not make changes by telephone call alone.
  •  
  • If your order specifies that delivered goods are to be left without signature then Northern Lights or Parcel Force cannot be held responsible for items that may be subsequently discovered as damaged or for items that go missing.
  •  
  • If you require samples we can on certain products send samples which you would order and pay for in the usual way, if you return with an order over £50.00 we will refund the sample product value only,  providing they do not go over £3.00 excluding the postage & packing.  If you want to return the samples you would use the "cooling off" clause to do so.  Samples and subsequent order must take place within 14 days of each other.
  •  
  • When sending in a swatch colour sample we usually keep it on file for 3 year for reference, if you want to make another order using it  you can by quoting your last invoice number you used the swatch with.  (does not apply to organic samples).
  •  
  • Customers will also need to read the return policy prior to ordering and are agreeing to ALL our stated terms and conditions  by submitting an order to us.
  •  
  • We reserve the right to deduct the correct payment from your card for your order, this includes delivery charge as appropriate.
  • Please also check website for updates.

 

Customers should read all the relevant information including safety and product care sections relevant to their order before submitting an order

 

 

CUSTOM & MADE TO ORDER ITEMS

Additional information Sheet

(all items marked with an * on the website)

1.      Cancelling your order – can only be done within 2 days of placing your order.

 

2.      Candles are not the colour you wanted - 

For specific colour shades we emphasize on our website under the colour chart guide online that should you require very particular colours/shades that you send in a sample of your colour to be matched.  This service is free and avoids disappointment. If you have ordered a sample colour previously that you liked and want more the exact same shade you need to send one of the samples back with your new order for matching otherwise we can not guarantee an exact match by using the online colour chart alone.

 

Our online colour chart is a guide only which can vary from computer to computer depending on screen quality.

 

Custom made to items do not normally qualify for a refund or return unless the goods are actually faulty or the candles are a completely different colour from what was ordered  e.g you got RED instead of GREEN. If you feel this is your case then please send ONE only of the incorrect colour candle to be examined in our workshops back to us with your full details.  If we agree the colour is incorrect we will collect the order from you and replace the candles.   Please do not send glass holders with returned candles (only the candle).

 

Important:- SCENTED candles please note that paler colours which are scented are sometimes affected by the scent and may be darker or dis-coloured slightly depending on the scent used but we will try to get to close to the colour chosen as possible for you.

 

Other options for wrong colour available to you to change your order are:

 

A) Order refills/replacements in the exact shades you need by sending a new

   order together with a Swatch/sample of your colour/s so it can be matched

   more accurately for you.

 

b)  If refills are not available for your product then you will need to make

    a new order and send it in with swatches/samples of the colours you

    need again to be matched more accurately for you.

 

3.      If you have any problem other than above noted with your customzed order then please notify us within 7 days of receipt with the full details we will advise you then on what options are available to you.

 

 

 

 

 

 

 

 

 

 
Northern Lights
www.onestopcandleshop.co.uk