Delivery

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DELIVERY ALERTS !!

Any problem areas or disruption to service will be highlighted here, also check carrier websites

No deliveries Good Friday, Or Easter Monday. (Easter holiday period)

Bank Holidays will affect deliveries in certain areas, region variations will occur.

CHRISTMAS HOLIDAY PERIOD  -  24th December 2015 to 10/01/16 - No deliveries 
                                                       (Christmas Holiday Period)
 
 

Latest Update:     - 

  

No current reported problems

 

Please be aware that courier drivers now all use mobile numbers to advise of where parcels are left if out instead of cards, if you have not provided one only 2 attempts will be made to delivery after which item will be returned to Us undelivered.  Make sure you provide a valid mobile number for  a text to be sent and or email address on your delivery information 

 

Delivery Prices & Information

What do the delivery charges mean ?

Our delivery charges are per order and not per item, regardless of how heavy your order is you only pay one charge providing its going to one address.

 

 

1) Mainland UK 4-7 working day service  £6.95 per order to one address.  This does not include a Saturday, Sunday or public holidays.  This is not a guaranteed service, items can be a little quicker or slower than the days stated. 
  
2) OFF SHORE - UK Islands, Ireland, Channel Isles is POA  and will depend on weight of your order, (select international) . We will email you the cost of shipping your order before going ahead with your order.Please note your order will not be processed until you have chosen and paid for your shipping and order. Price will be based on weight.
  
3) International service POA. If you wish a price for overseas delivery please email you order to us select international shipping, sales order will then be generated for you with the full amount to pay to,  price for your order based on its weight and destination.   Please note that your order will not be processed until you have chosen and paid for your shipping and order.  International means anywhere outside the United Kingdom.  
 
International parcels paid for by PAYPAL have to go tracked
 
4) Sample delivery service - POA
 
5) Pick up myself -   You can select this option if you want to send in your own carrier, or pick up in person rather than pay our delivery charge.  Once you have placed your order you will be notified when it is ready.  After which you will then need to notify us of which day you want to pick up your order.  Your order will then be made ready for collection on your chosen date. 
 
6) Re-delivery charges are applicable for customer's not in, where there has been 2 failed attempts, and or card left to contact courier and goods are returned to Northern Lights undelivered including a handling administration charge.   Please ensure that you have left clear instructions on what to do if you are not home and have provided an correct contact telephone number for the courier to contact you.
  
Note:  Our standard delivery service is not  guaranteed to arrive within a certain time frame, a claim can only be made if the item has not arrived within 30 days of despatch subject to our terms and conditions. We can also only send proof of shipping/posting for this service.  If you wish your order to be fully tracked and insured please ask for this service - cost aprox £25.00 extra on top of delivery charge. Items that are not delivered or collected at a local depot by the customer within 14 days of arriving at destination  will be deemed a failed delivery.   Our drivers are only obliged to make one attempt to deliver, but in most cases will make two free of charge.  After which you will need to contact the depot or us to re-arrange your delivery if possible, after which the parcel will be returned to ourselves (this can take up to 30 days)  an additional delivery charge may be charged to re-send
the item.
 
NEED A QUICK DELIVERY - Just email us with details of what you wish to order - we can advise you on an order to order basis.
 
 
Additional Information:-
 
 
Carrier services we use are independent from our company therefore we are not responsible if they do not deliver within the constraints set.   We can only offer refund  of  your carriage paid if your order does not arrive by a "prior agreed date made with us"  or your order is longer than 30 days from date despatch without any notification from us about a problem with your order.    Delivery charges quoted are based on goods being in stock,  for out of stock items our back order policy applies.  We can inform you of stock availability upon request.
 

TRACKING YOUR ORDER

 

Thank you for your query regarding your order which has not yet arrived.

 

On checking the system we find your order has been dispatched.

 

Your tracking number and name of carrier used can be found on your sales receipt emailed to you on the day of dispatch. If you need another copy please email us. If you did not provide an email with your order then you will need to email customerservices@onestopcandleshop.co.uk for further information.

 

Your receipt is sent as an attachment in ADOBE ACROBAT format.  If you cannot open the attachment please visit Adobe on the Internet and download their excellent FREE reader at www.acrobat.com.

 

You can track your order on-line any time on the relevant carrier websites list detailed below:-

 

Parcelforce www.parcelforce.com.

Fastway www.fastwaycouriers.co.uk  

Royal Mail  www.royalmail.co.uk

 

Please note if your order was shipped by Royal Mail, RDH, AW then it will not show up on screen it is a signed for only delivery please allow 14 days from shipping for it to arrive before raising a missing parcel dispute.

 

We would ask our customers to check in the first instance on the relevant carrier’s website to check the parcel’s current status. We would recommend that this is done on line.    

 

DELIVERY STATUS information notices are listed below:-

 

1) Your parcel does not show up on screen at all please try again in

   3 – 12 hours in case the system is slow or busy, if after it still does

   not show – please report it to us as missing we will take up the

   investigation for you in this case and let you know what to do next.

   Please allow 24 hours for this to be done.  Make sure you check after the

   sate of dispatch which is usually the invoice date or otherwise indicated

   on your invoice.

 

2) Your parcel is on screen but shows the word “held” this means that no one

   was home when the carrier tried to delivery, or it can also mean    

   the carrier could not find the address on that day’s run within time.  In

   either case the carrier will automatically make 2 further attempts to

   deliver so please be patient.  In the case of no one home the carrier

   should leave a card for you to call them but normally only after a couple

   of attempts first.

 

3) Your parcel status states “out for delivery” this means the carrier is on

   their way to your address on that date.  Please note sometimes drivers

   run out of time due to circumstances beyond their control, therefore if

   your parcel does not arrive on the date it states “out for delivery” it

   should arrive the next day. 

 

4) Your parcel status states “return to sender” this means they were unable

   to deliver, or a card was left and no one contacted them to re-arrange

   delivery or to collect the parcel.   In this case the parcel will be on

   its way back to us and you will need to contact us for further

   information.

 

5) If you are out when they delivered it is up to you to contact the carrier

   within 14 days to arrange a re-delivery or collect the parcel at

   their local depot or other place notified to you where to collect. Make sure you provided us with a valid telephone number when making your order as the carrier will use this to phone at least once if out to re-arrange Please note some carriers will not leave a note but may phone instead, nor will they leave a parcel without a signature.  Failure to be able to contact you by phone may result in the goods being returned to Northern Lights without further notification and may incur additional charges to re-send.

 

The only time we can usually contact the carrier on your behalf is if the parcel has actually gone missing, or has been damaged. This delivery policy is in place to save time and money for you as the customer in terms of avoiding expensive phone calls to us and to help keep our products low as stated on our website. 

 

If you are still having a problem with your delivery please contact us by email with the full details.  We will aim to respond within 24 hours.

 

Kind regards

 

Customer Services

 

Northern Lights

Email  sales@onestopcandleshop.co.uk          www.onestopcandleshop.co.uk

 

 

 

 

 
 
 
 

 

Custom Made To Order Items

These are all items marked with an *

 

 

 

Please note that custom/made to order items can take longer than stated standard delivery times.  Most are sent out within 7-14 days from date of order, but can take up to 28 -30 days.  If you require your products by a specific date please state this on your order we will advise you if the date can not be met. Or email us for further details

Please also note that if you order small quantities of multiple items in multiple colours your order can take up to 30 days to complete