FAQ

 

ORDERING

How long is your lead time?

Although we are a small business we are proud to offer fast, easy service. Orders placed will often be despatched the same day (Monday - Friday). If not, the next working day should see your order leave us. During our peak times this may be extended but shouldn't exceed 3 working days at the absolute maximum.

If you're in a hurry for your items we would encourage you to upgrade to a First Class or Next Day delivery service. 

Are your products suitable for vegans?

All of our soy candles are made with 100% soy wax flakes and either pure essential oils or high grade perfume oils. We don't test on animals and the ingredients we use are also cruelty free. 

Where are your candles made?

We make every single candle by hand in our studio in The New Forest. The whole process is done in-house by our team of 12.

Are your candles made with essential or perfume oils?

We use both essential and perfume oils in our blends. This allows us to get a great range of scents and also makes our candles excellent value for money. We include a list of the ingredients on each product page to help you make the best choice for your preferences. 

Who will deliver my parcel?

We use Royal Mail for the vast majority of parcel deliveries. We also use DPD Local for larger orders, and for those who've upgraded to next working day delivery.

How will I know when to expect my parcel?

You will be sent an email when your parcels leaves us. For Tracked 48 orders being delivered by Royal Mail we estimate a delivery lead time of 2-3 working days. Tracked 24 orders can usually be expected within 1-2 working days. Royal Mail parcels are sent on a signed-for service and you will be able to check on the status of your delivery via a link in your despatch notification. 

DPD Local orders are next day if ordered before 12 noon. You will be sent a tracking link if you selected DPD Local delivery. 

What if I'm not home when my parcel is delivered?

Royal Mail - If you are out when your parcel is delivered your parcel will either be left safe on your property, with a neighbour or taken back to the sorting office if neither of those options is possible. You will be left a card with details to arrange re-delivery or collection from the sorting office. 

DPD Local - If you miss your DPD Local delivery the driver will either leave the parcel with a neighbour or return it to the delivery depot. You will normally be given the option to reschedule delivery by text or email. We request a signature upon delivery for all DPD Local deliveries, so sadly they cannot be left safe. 

What shall I do if I'm having problems with my delivery?

If your delivery isn't going to plan then please contact us right away. We are here to help sort out the issue and will do everything we can to get your parcel to you. Email us at hello@thenewforestcandlecompany.co.uk

My parcel was damaged, what shall I do?

If you've received your order and something has been damaged during delivery please let us know right away. Please email us with details of your delivery, what's damaged and a photo if possible. We will arrange replacements or a refund, depending on the situation and what you'd prefer. We request that all damages are reported within 48 hours of delivery. 

Something is missing from my parcel, what shall I do?

We are only human and very occasionally we may miss something out of your parcel. If this has happened please let us know and we will get the missing item to you while apologising profusely! 

Stockist & Supplier Enquiries

Can I become a stockist?

We are currently taking on new stockists and would you to complete a new stockist application form. Please note that we are only accepting stockists with bricks and mortar shops at this stage. We are unable to take on any new stockists wishing to retail our products online or as part of subscription and gift box services. 

Stockist applications are reviewed as quickly as possible but this can take up to a week and possibly longer during busy times.

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Can I become a supplier?

If you make or sell a product that you feel would be the right fit for us then we'd love to hear from you. Please email us at hello@thenewforestcandlecompany.co.uk and we will be in touch.