Delivery & Returns

We totally understand that once you have made that important decision regarding an urn you would like to receive it as fast as possible. Our urns are kept in stock at all times.  If for some reason we are out of stock they will be advertised as a Pre-Order item. 

We only use UPS for our products because we feel that this service is the best! For UK orders the delivery is the next day and for international 2-3 days.

 

Damages

We would be as devastated as you if your item was delivered damage. We take every precaution possible so this does not happen but in the unlikely event it does then we promise to do everything in our power to have this corrected as fast as possible. 

To make a damage claim we would require you to follow the below instructions.

1) Call us!! 01243 967544, we don't want you to wait for your replacement so the quicker we know about it the faster we can act.

2) You will be asked to email us on sales@thecandleurn.co.uk with photos of the damaged item and also the packaging. 

Most parcel damages happen during transport, we use UPS to minimise the risk however accidents do happen. By taking photos of the damaged parcel packaging you help us to claim back the costs from UPS. We aim to send any replacements out within 72 hours of the claim.  

Returning Of Non-Personalised Items

We hope you love our products as much as we do but If you wish to return any non personalised products you must inform us in writing (letter or email) within 14 days beginning on the day after delivery of the products. The date of delivery will be recorded on the original UPS shipping label. Once we have your request for a return our customer services will email you to confirm an authorisation number. Products without a return authorisation number will not be accepted.

Please ensure all goods are returned with their original packaging, complete with all other associated components sent with them. Your item can be sent back to us by your own method of transportation at your own cost but we strongly suggest using a trackable service complete with relevant paperwork and taxes paid, if sending from outside of the United KIngdom. Any items that are lost, held in customs or damaged in transport cannot be refunded.

Your refund will be made within 14 days once the items have been received.

Returning Of Personalised Items

Unfortunately personalised items cannot be returned unless they have arrived faulty or incorrectly engraved. Please triple check spelling and grammar before placing your order.

That being said, mistakes are easily made especially in times of grief, so if you have made a mistake we will try our best to resolve it for you. There may be an extra charge for this service.

If this is the case then please call us on 01243 967544 or email us on sales@thecandleurn.co.uk and we will see what we can do.

 

 

 

 

May 2021

Company Established

August 2021

Affiliation Program Launched

September 2021

Approved By The NFFD

October 2021

Studio Opened

January 2022

Shortlisted For Gift Of The Year 2022

Feburary 2022

Finalist For The Gift Of The Year Awards 2022

March 2022

The Sunday Times Magazine

April 2022

First Pet Cremtion Stockist

May 2022

Partnership With Heart In Diamond