We will accept cancellation of an order, if requested within 24 hours of the order being placed.
We use a mix Royal Mail and private courier to fulfil our delivery requirements.
We use Royal Mail, Hermes and UPS to fulfil our delivery requirements.
Europe - delivery estimated between 7-14 working days
Elsewhere - delivery estimated between 10-20 working days
Tracking information will be provided where applicable via shipping notifications sent to the email address provided when ordering. Please check your inbox before contacting us.
Please note that it is the buyer's responsibility to ensure they provide correct shipping address & instructions upon purchase. ECC cannot accept responsibility for order lost/misdelivered due to incorrect information provided at the time of ordering.
Our courier will attempt multiple deliveries of your order. If you miss taking delivery of your order the package may be returned to us and you will be liable for a second delivery charge for your items to be redelivered.
International Customs - Please note orders shipping outside the UK may be subject to import taxes, customs duties, and/or fees imposed (e.g. handling fees) by the destination country. The buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees.
If you have any delivery queries, please contact us.
Just contact me within: 3 days of delivery
Ship items back to me within: 7 days of delivery
Request a cancellation within: 24 hours of purchase
But please contact me if you have any problems with your order.
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
As all our candles are made to order specifically to your individual choices, we regret we can only accept returns if you have received your items damaged or faulty through shipping.
You MUST notify us via Etsy before returning ANY item. Please state in the message:
Reason for returning the item/s
Whether you would like an exchange or refund
Please ensure all damaged items are returned, we will refund your return postage and packing costs.
On receipt of the returned item/s, we will issue you a refund within 7 working days. You will receive your refund via the original method of payment.
This does not affect your statutory rights.
To get the best out of your Ember Candles follow these tips:
Remember to place your candle on a plate or candle tray when burning as our wee skull guys can get a little messy when burning.
Never move or leave candles unattended while burning.
Keep the wick trimmed to ¼ inch to prevent smoking and carbon mushrooming.
Re-trim the wick before every use.
Burn in a draft free area clear of combustible material such as curtains, books, baskets, etc.
Candles should be spaced apart while lit to prevent uneven burning.
Keep candles out of direct sunlight and away from heat sources.
Always place candles on or in a non-combustible, heat-resistant base set on a level stable surface.
Extremes of heat and cold should be avoided. Do not store candles near heaters and never leave them in a hot car.
SOY CANDLE INFO...
MY CANDLE LOOKS FROSTY ON THE OUTSIDE.....
Frosting is a natural characteristic of soy, and is part of the soy experience! It is not a flaw, and it is strictly unique to pure soy candles. Often times it is called the "bloom." Actually, many customers are concerned if there is not frosting on their soy candles. It is a way that a customer can tell if their candle is really made with pure, all-natural soy wax. To minimize frosting, try to keep your candle out of direct sunlight and fluorescent lighting. It is almost impossible to stop the soy wax from blooming. It's just one of the beautiful and natural features of this wonderful wax.
HOW LONG SHOULD I BURN MY CANDLE?.......
It's good to be concerned about the length of time a candle should be burned. First of all, soy wax has a memory and should be allowed to achieve a full melt pool on it's very first burn. If it is extinguished prior to allowing a full melt pool, all subsequent melt pools will not go past the first one.To create a full melt pool, burn the candle for a minimum of one (1) hour for every inch of it's diameter. All future burns should follow the first one's path and melt fully to the sides. And depending on the diameter of the container, those future burns should be no longer than four (4) hours. Just follow the rule for creating a melt pool to calculate the length of time a candle can burn safely.
MY WICK IS MUSHROOMING.....
A mushroom-type head that forms on a burning wick is a build-up of carbon. When manufacturing candles, candle makers have dozens of choices of wicks to choose from. Certain wicks, tend produce this effect when the candle is richly-scented. Usually, if a mushrooming-type wick is used, there is a greater benefit such as a slower burning candle.There is nothing wrong with a wick of this kind, it just may look a little odd. The size of the wick can be controlled by always remembering to trim the wick prior to burning.As with any wick on any candle, the carbon build-up can eventually fall into the melt pool and sink to the bottom. Allowing this to happen is not proper candle care and may cause a fire hazard. This concern can be eliminated by always keeping candle wicks trimmed to 1/4".
To fulfil your order, you must provide us with certain information (which you authorised Etsy to provide to me), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide us with additional personal information (for a custom order, for example), if you contact us directly.
We rely on a number of legal bases to collect, use, and share your information, including:
as needed to provide my services, such as when we use your information to fulfil your order, to settle disputes, or to provide customer support;
if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
Information about our customers is important to our business. We share your personal information for very limited reasons and in limited circumstances, as follows:
Service providers. We engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. We will share your personal information with these third parties, but only to the extent necessary to perform these services.
Compliance with laws. We may collect, use, retain, and share your information if we have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce our agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of our customers, or others.
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
For purposes of EU data protection law, I, Laura Jenkins operating as Ember Candle Co, am the data controller of your personal information. If you have any questions or concerns, you may contact me at firstname.lastname@example.org. Alternately, you may mail me at:
Ember Candle Co, 48 Croft Road, Glasgow, G728LB, United Kingdom