FAQ Page
ORDER ENQUIRY
Can I cancel my order?
Order cancellations are not guaranteed due to our fast fulfillment processing.
For cancellation requests, reach out to our Customer Care team, and we'll do our utmost to assist you.
Contact us promptly at: sales@thecountrycandlecompany.com.
Can I amend my order?
Order amendments are not possible if the order has already been placed.
Please get in touch with our Customer Service team and we will do our best to help.
Can I add a product to my order after I have already placed the order?
Sorry to hear about the issue!
If you've received the wrong item in your order, please contact us here and provide the following images:
- A photo of all the items you received.
- A close-up image of the incorrect item(s).
- A picture of the outer delivery box displaying the label.
Once we have these images, our Customer Care Team will investigate the matter for you.
I have received an incorrect item?
Sorry to hear about the issue!
If you have received an incorrect item in your order, please get in touch with our Customer Service team and we will do our best to help.
I am missing an item from my order
Sorry to hear about the issue!
If you have received an incorrect item in your order, please get in touch with our Customer Service team and we will do our best to help.
My order has arrived damaged
DELIVERY ENQUIRY
DELIVERY INFORMATION
We understand how important it is to our customers to receive their orders quickly, and so we endeavour to send your purchases as soon as possible, often well within the estimated delivery times. As all of our candles are hand poured often to order, occasionally they may take a little longer to arrive. If this is the case we will let you know and do our best to get it sent out to you as quick as possible. If you’ve ordered something for a special occasion please let us know in the notes section of your order, or give us a call and we’ll see what we can do to ensure it arrives well in time.
Free Delivery on all orders over £60
Mainland UK
For UK delivery orders should arrive within 5-7 working days via Royal Mail , UPS, DHL or FEDEX.
Standard delivery costs are £6.95
We don’t currently offer Next Day delivery, but if you would like your purchase sooner contact our team to see what we can do for you.
EU & Ireland
Orders should arrive between 5-7 working days. Cost is dependant weight and will be shipped by Royal Mail, DHL or FedEx according to location.
Rest Of World ( TRADE ONLY )
Please get in touch with our customer service team at sales@thecountrycandlecompany.com
How do I track my order?
If you have received a tracking number and there are no updates when tracking your order with the carrier directly, please be advised that carriers can take up to 24 hours to scan a parcel into their network.
If 24 hours has passed and there has been no tracking update, please get in touch with our Customer Care Team who can look into this further for you.
Where do you ship to?
Mainland UK only
For UK delivery, orders should arrive within 5-7 working days via DHL
Standard delivery costs are £6.95
Free Delivery on all orders over £60.00 within the UK.
Do you ship worldwide?
We currently offer TRADE ONLY shipping to the Rest of the World. For inquiries, please contact our customer service team at sales@thecountrycandlecompany.com
PRODUCT ADVICE
Where can I find the list of ingredients in a product?
All our products have clear classification, labelling of substances and mixtures on the back of our product packagings.
For any additional information, please contact us.
How are your products made?
All of our candles, reed diffusers and wax melts are carefully hand poured in our UK Factory based in Hampshire and quality checked by our experts to ensure the highest quality and scent experience is delivered every time.
We work with the finest British fragrance houses to create exclusive scents, which are timeless and perfect for you to enjoy.
What carrier fluid do you use in your Reed Diffusers?
We use vegan eco-friendly and allergen-free carrier fluid which is non toxic and non flammable.
Each finished fragrance has been tested with care to ensure that the formula mix does not carry any harmful substances.
How do reed diffusers work?
Carefully place the reed sticks into the diffuser bottle, avoiding skin contact with the reed oil. The reeds will draw up the oil and diffuse the fragrance into the air.
You can flip the reed sticks initially to disperse the fragrance sooner. To refresh, flip the reeds and place the dry ends back into the fragrance.
Are your fragrances 100% natural?
We work together with British fragrance houses to hand-pick and expertly blend fragrance and essential oils. None of our products are tested on animals, and we ensure all our suppliers comply with our policies and ethos.
How do reed diffusers work?
Carefully place the reed sticks into the diffuser bottle, avoiding skin contact with the reed oil. The reeds will draw up the oil and diffuse the fragrance into the air.
You can flip the reed sticks initially to disperse the fragrance sooner. To refresh, flip the reeds and place the dry ends back into the fragrance.
Can I re-use my diffuser reeds?
No, unfortunately once reeds are used they cannot be used again. You will need new reeds for new scents otherwise you won’t enjoy the pure smell and notes of the new fragrance through the reeds.
Safety & care tips to enjoy your reed diffusers
At The Country Candle Co. we take great care in producing high quality scented diffusers that throw fragrance beautifully around your home.
Carefully place the reed sticks into the diffuser bottle, avoiding skin contact with the reed oil. The reeds will draw up the oil and diffuse the fragrance into the air.
You can flip the reed sticks initially to disperse the fragrance sooner. To refresh, periodically flip the reeds and place the dry ends back into the fragrance.
IMPORTANT REED DIFFUSER SAFETY
-Keep out of reach of children and pets.
-Do not allow the oil to come in contact with polished, painted or synthetic surfaces.
-Ensure the reeds cannot touch other materials such as wallpaper or curtains as this may cause staining.
-Keep diffuser away from sources of heat, naked flames and direct sunlight.
-Not for consumption.
- IF ON SKIN: Wash with plenty of soap and water.
-If skin irritation or rash occurs: Get medical advice/attention.
Safety & care tips to enjoy your scented candles
At The Country Candle Co. we take great care in producing high quality fragrance candles that burn beautifully.
We've put together our top candle tips to improve the quality of your candle burn and explain some of our safety guidelines. With the right care our candles will burn cleaner and last longer.
- Trim your wick! Keep your wick trimmed to 5mm with a wick trimmers. This will give a much cleaner burn and help prevent the candle from creating soot.
- Keep your candles away from drafts to keep the flame steady. An unsteady flame can cause soot and also is a hazard to other objects nearby.
- The first time you burn your candle, allow the wax pool to fully melt to the edge of the vessel before extinguishing. By doing this you’ll be able to enjoy the fragrance a lot longer as the candle will burn without tunnelling.
- Use a candle snuffer to extinguish your candle. Candle snuffers prevent excess smoke escaping when the wick is being extinguished.
- When your candle reaches approx 5mm from the bottom, unfortunately it's time to say goodbye! Leaving any candle to burn right to the bottom can cause the container to become very hot when there is little wax left.
IMPORTANT CANDLE SAFETY
- Never leave candles unattended
- Keep candles on a heatproof surface.
- Keep the wick trimmed to 5mm.
- Never handle candles that are burning/in use.
- Keep candles away from drafts.
- Keep out of reach of children and pets.
- Keep candles away from flammable surfaces.
- Do not place multiple candles less than 5cm apart.
- Keep away from other sources of heat.
- Extinguish using a candle snuffer.
- Do not drop matches or any other objects into the wax.
RETURNS & REFUNDS
Returns
We take great care when producing and packaging our products so they arrive to you in top condition. If you do however receive your item damaged or faulty we will endeavour to resolve this as quickly as we can.
If you believe your item to be faulty, you are not 100% happy with your order and would like a replacement or refund, please get in touch with our team.
We may ask for photos of the item in the first instance.
Full Returns Policy
The item(s) must be returned back to us within 60 days of purchase. Once received, the goods will be checked by a member of our team to authorise the replacement or refund.
Items no longer required must be returned at your cost - we are unable to cover the postage costs of returns if the items are not faulty.
Please note: Items must be returned in a re-sellable condition with original packaging within 14 days of purchase in order to qualify for a refund. The cost of the goods will be refunded to you once product(s) have been returned and approved for refund by a member of our team.
For items not purchased directly though The Country Candle Company:
We are unable to refund or accept returns for any items purchased through a third party such as other online platforms or independent retailers. If you are not 100% happy with your items, please direct any enquires to the place of purchase. If you are unsure contact a member of our team who will advise you.