Policy and Standards Articles



Here you will find all the information you need about our policy regarding various things such as security, privacy, site usage, postage, returns etc.


Privacy Policy 1. We NEVER share your details with any third party so you will never get spam etc. as a result of the information you provide us......
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Security Policy Security is always a fraught subject when it comes to the internet. However, we approach it using current best practice and listed below are a few of the things we do to ensure the evil forces out there don't get access to any information you provide......
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Postage Postage is based on weight and the best way to find out what you would be charged is to add items to a shopping basket - postage is always displayed in the basket summary and is updated every time you add a new item so there are never any surprises......
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Returns Policy We pride ourselves on only selecting quality products, providing you with detailed descriptions and photographs so you can see what you are buying and making sure everything we send out is properly packaged to protect it, so we virtually never get customers asking to return something......
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Credit Card Safety Our backend systems integrate seamlessly with the very well respected Payment Service Provider Protx who employ rigorous levels of physical and internet security as well a various anti-fraud devices to keep your information very safe......
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Delivery Once the Order is in the postal system we lose control of it. We always maintain certificates of posting so we can demonstrate to the postal services that we did our bit and to be fair, the Royal Mail is very good when you consider the job they have to do - very few packages actually go astray......
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Delivery outside the UK We have the capability to ship anywhere in the world although not every country appears on our shipping list. If you don't see your country and you want to place an order, just drop us a line and we can add it very easily. Shipping Times:.....
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3D Secure The Major card schemes have set out to tackle online Card Fraud and have introduced something akin to Chip and Pin for use by online merchants like us. Eventually all affiliated card issuers (there are thousands of them world-wide) will be enforcing one or the other of these schemes and since we always want the best possible security for our customers, we've introduced the service on our site already......
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Site Terms of Use We do our very best to ensure the site is free from errors and that facilities which require it (such as the purchasing process), are as secure as we can possibly make them.....
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Safe Shopping We have taken every precaution possible to ensure your shopping experience with us is both pleasant and safe. Our websites are hosted on our own dedicated servers which are located in a very secure, purpose designed data center which is manned around the clock 365 days a year......
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Cookies Policy Like most other websites we use cookies to give you the best possible experience while browsing and shopping. Cookies are small text tokens stored by your browser to aid the smooth operation of our site. They contain no personal information whatsoever......
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Click And Collect Although we do not have a showroom like a high street shop, we are nevertheless able to offer a very fast service for local shoppers. .....
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PRICES We aim to offer you very competitive pricing and our prices are shown inclusive of VAT where it is applicable. So, there are no surprises at the checkout......
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Customer Service We've been in business a long time and the provision of great Customer Service is a founding principle by which we operate. Great Customer Service doesn't happen by accident......
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OUR CUSTOMERS SAY
M H - 21/02/2017
I just wanted to say 'Wow' ! As a new customer I am absolutely delighted with your service. The items I ordered were packaged superbly and have arrived so quickly . Absolutely fantastic . Keep up the great service and work. You will definitely be my supplier of choice and I will recommend you.
S F - 20/02/2017
Fantastic customer service from Paula today !
R M - 17/02/2017
Always a very friendly and helpful service, thank you!
G R - 16/02/2017
Always buy from you and am very happy with the service. I was a little worried when the product I buy was out of stock for a while. However when I called, your sales assistant was very apologetic. She explained what the problem was and assured me that it would be in stock soon. She offered to let me know when the item was back in stock and I received an email today so, I would like to thank Paula for the email and the rest of the team for great customer service. Thank you.
H S - 15/02/2017
This is definitely the best UK site I've found for candle making. I haven't made them before and lack of options was making me hesitant to try this. But I found your site and I'm definitely going to try it, I've wanted to do it for ages and was held back by high delivery prices and prices of oils. So I'm very grateful to have found your site and will most definitely use it again!!
J S - 14/02/2017
I had to telephone your customer services for assistance and Paula was extremely helpful. She was polite, friendly and helped me get exactly what I needed without rushing me or making me feel I was a pest! Thank you so much, I will be back for more products without a doubt!
L F - 13/02/2017
awesome scents, highly recommend!!!!
K P - 13/02/2017
Very easy to use the website and when I have called for advice, I have always found staff to be extremely friendly and helpful. Thank you!
R D - 11/02/2017
Very efficient and friendly staff and very quick deliveries with no problems
D G - 07/02/2017
Thank you for a very helpful site.
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