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4.8 stars over the past 12 months
4.8 stars over the past 12 months (2,887 ratings)

Frequently Asked Questions

Frequently Asked Questions

Below is a list of frequently asked questions. However, if your query is not answered then please do not hesitate to contact us directly and we will be happy to help. We will endeavour to get back to you within 24 hours.

Placing an order

Is it safe to order online?
All orders can be processed online in an entirely secure environment. We use Sage Pay as our payment provider.

What are your payment methods?
All the major cards are accepted. We accept Visa, Delta, Mastercard, Switch, Visa Electron and Solo. There is a standard charge of 1.9% when using credit card but no charge when using a debit card.

How do I know if an item is out of stock?

The website carries current stock levels but we will contact you by phone if any of the items on your order are out of stock.

Can I change or add to an order?

Yes. Just call us on 0844 800 9969 and we will be more than happy to help.

Delivery

How long will my order take to be delivered?

Standard delivery is time is 1-2 working days on our courier service and 2-4 days on our Royal Mail packet post service However, Casa Candles cannot be responsible if this expected delivery time is exceeded.

Can I have my order delivered to a different address?

Yes. When you place your order you can add a different delivery address. If the billing address is different to your delivery address the invoice will always be sent to your billing address.

How much will my delivery cost?

Please see our delivery page for full details of delivery costs.

Can I cancel my order?
If you wish to cancel your order, you must inform us immediately. If the order has already been despatched you will be responsible for returning the goods in the condition they were originally sent and paying for the delivery charges.

Returns

What should I do if the goods I received were damaged?

If you receive damaged goods, you must inform us immediately via email or telephone (the details of which can be found on our homepage) within 2 days of delivery. Any damaged goods must be returned to us, there are no exceptions to this rule. We do not accept any goods with visible or obvious damages. If you desire a refund, you will be refunded the full amount including the original delivery charges. 

What do I do if I wish to return my product?

If you are not happy with your purchase, you may return your goods to us within 7 days of receipt of delivery. We must receive the goods in perfect condition and in their original packaging. We will not accept refunds if the products have been used or have been sent in an unsuitable condition.

When items are returned you will be issued a refund for the products but not for the original delivery charges. When returning items you are recommended to keep a proof of posting. However, proof of posting will not be accepted as proof of delivery. We will not accept responsibility for lost or damaged parcels.

Detailed Seller Information

  • VAT Number: GB106554920

Casa Candles - Details

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    About Casa Candles

    Casa Candles is committed to providing each customer with the highest standard of customer service.

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    Casa Candles Delivery Rates



    Listed below are delivery details for Casa Candles, including the geographies delivered to, the service level offered, and the prices charged. Note that media rates are based on dispatching a single item Purchasing multiple media items results in multiple delivery charges.

    Delivery rates for all products (excluding Books, Music, Video and DVD)
     
    Standard
    Expedited
    UK/GB excluding BF address StreetETA3 - 5 days1 - 2 days
     per Item£1.99£1.99
     per Weight (kgs)£0.00£0.00
     per Shipment£0.00£7.50
    Europe Zone 1ETA3 - 7 days---
     per Item£9.99---
     per Weight (kgs)£0.00---
     per Shipment£0.00---
    Europe Zone 2ETA3 - 7 days---
     per Item£9.99---
     per Weight (kgs)£0.00---
     per Shipment£0.00---
    Europe Zone 3ETA8 - 12 days---
     per Item£9.99---
     per Weight (kgs)£0.00---
     per Shipment£0.00---
    North AmericaETA6 - 10 days---
     per Item£17.00---
     per Weight (kgs)£0.00---
     per Shipment£0.00---
    JapanETA6 - 10 days---
     per Item£20.00---
     per Weight (kgs)£0.00---
     per Shipment£0.00---
    Australia and Far East AsiaETA8 - 12 days---
     per Item£30.00---
     per Weight (kgs)£0.00---
     per Shipment£0.00---
    M@ UK - Rest of World (ROW)ETA8 - 12 days---
     per Item£35.00---
     per Weight (kgs)£0.00---
     per Shipment£0.00---


    * Delivery Rates for Books, Music, Video and DVD
    UK
    3 - 12 days
    Express Delivery - UK
    24 hours
    European Union
    5 - 12 days
    US (include US Protectorates) and Canada
    5 - 12 days
    Rest of World
    7 - 35 days
    Books £2.80 £8.98 £4.02 £6.94 £7.00
    CDs £1.26 £8.98 £1.82 £3.08 £3.58
    Videos £2.80 £8.98 £4.02 £4.94 £5.94
    DVD £1.26 £8.98 £1.82 £3.08 £3.58


    * Marketplace orders are only accepted for delivery to Supported Countries.


    * Your delivery fees when buying Books, Music, Videos and DVDs at Amazon Marketplace are fixed according to the type of product you purchase.
       Rates are based on dispatching a single item. Purchasing multiple items results in multiple delivery charges; there are no "per delivery" and "per item" charges, as there are when you buy directly from Amazon.co.uk.

    Region Key
    UK Street England,Wales,Scotland,Northern Ireland,Channel Islands and Isle of Man,excluding BFPO and PO Boxes.
    UK Off-Mainland *DISABLED* This ship option has been DISABLED and is no longer available to customers for new orders. Previous jurisdiction has been incorporated into 'UK Street'.
    UK P.O Box P.O Boxes in England,Wales,Scotland,Northern Ireland,Channel Islands and Isle of Man.
    BFPO English Forces Post Office
    Europe Zone 1 Belgium,Denmark,mainland France,Germany,Republic of Ireland,Luxembourg,Monaco,Netherlands
    Europe Zone 2 Greece,Italy,Portugal,Spain
    Europe Zone 3 Albania,Andorra,Armenia,Austria,Belarus,Bosnia & Herzegovina,Bulgaria, Cape Verde,Croatia (Hrvatska),Cyprus,Czech Republic,Estonia,Faroe Islands, Finland,Georgia,Gibraltar,Greenland,Hungary,Iceland,Latvia,Liechtenstein, Lithuania,Macedonia,Malta,Moldova,Norway,Poland,Romania,Russian, Federation,S Georgia& S Sand Is,San Marino,Slovak Republic,Slovenia, Sweden,Switzerland,Turkey,Ukraine,USSR (former),Vatican City State.
    Australia and Far East Asia Australia, Brunei Darussalam, Cambodia, Cayman Islands, China, Christmas Island, Cocos (Keeling) Isls, Cook Islands, East Timor, Fiji,French Polynesia, Guam, Hong Kong, Indonesia, Kuwait, Laos, Macau, Malaysia, Mexico, Micronesia, Mongolia, Myanmar, New Caledonia, New Zealand, Niue, Norfolk Island, North Korea,Papua New Guinea, Philippines, Pitcairn, Samoa, Singapore, Solomon Islands, South Korea, Taiwan, Thailand, Tonga, Tuvalu, Vanuatu, Vietnam, Wallis & Futuna Isls.
    North America Canada,United States.
    Japan Japan
    Rest of World Rest of the World.

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    Casa Candles Dispatch Policies

    At this very busy time of year we will still be adhering to the estimated shipping date layed out by Amazon.

    Please email us or call 0844 800 9969 if you require any additional information.

    Casa Candles
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    Casa Candles Tax Information

    Prices are displayed inclusive of any applicable VAT.
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    Privacy & Security

    Amazon knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. By visiting Amazon.co.uk, you are accepting the practices described in Amazon.co.uk's Privacy Notice.

    In addition, we want you to be aware that Amazon.com will provide Casa Candles with information related to your transactions involving their products (including, for example, your name, address, products you purchase, and transaction amount), and that such information will be subject to Casa Candles's Privacy Policy.

    Casa Candles's Privacy Policy

    Privacy and Data Protection
    Casa Candles respects your privacy and will treat all information confidentially.

    Collecting data
    We require to collect certain personal information, which may include: Name, Address, Telephone number, Email address, Password and Payment details. We will not pass on your information to third parties.

    Using your personal information
    We will use your information for the following:
    1. To process orders
    2. To contact you about Casa Candles promotions and services (with your consent only)
    3. To maintain and improve the content of our website
    4. Complaint handling and enquiries 

    See Amazon.co.uk's Privacy Notice

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    Returns and Refunds

    Please refer to the Amazon.co.uk Return Policy. Please contact Casa Candles to get information about any additional policies that may apply:

    Contact this seller Phone: 08448009969

    To initiate a return, please visit Amazon’s Online Return Center to request a return authorization from the seller.

    For questions about a charge that has been made to your credit card, please contact Amazon. For questions about how to place an order, search Amazon Help.

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    Gift Messages

    You can add your personal message at the check out and we'll print it onto our white or buff luggage swing tag. When you select any of our gift wrap options a gift wrap message and card is offered automatically and at no extra cost.

    Gift Wrapping

    During the checkout process you will have several options to choose from to make your parcel perfect. We use block coloured papers with real grosgrain ribbons in three different colours and styles  to make sure you can create exactly the right look for your gift. Of course there are no visible tapes and the parcel is wrapped with love and care - we would never send a gift wrapped present out if it didn't reach our exacting standards. All this care is finished off with a buff or white swing tag with your personalised message. The purchase receipt is never sent with the gift. You can look over all the 'Wrap It Up' photos in our dedicated gift wrap page.