Delivery and Returns

Delivery Information

Following lockdown and restrictions in the UK, deliveries seem to be back to normal. However, there are still some slower deliveries internationally, depending on your country. The below information is a guide, as delivery can sometimes can be slower than expected. Please contact me if you have a specific query and I can help advise more information based on recent deliveries to similar destinations.

UK deliveries

Standard second class Signed For delivery: £4, approx. 1-2 days after dispatch
Free UK standard delivery on all orders over £100

I send all UK orders via Evri or DPD. Please check individual candle listings for expected dispatch times. I work in batches, so each design is different.

I will let you know via email when your order has been dispatched, along with a tracking number, which you can track via the link on your dispatch email.

I keep packing materials to a minimum but due to the delicate nature of candles, I ensure there is enough packing for them to arrive safely (often to the other side of the world!). All materials are recyclable, and I use recycled materials where possible. Please reuse or recycle the packaging at home!

If your delivery is taking longer than expected, or think a delivery is lost please contact me via email with your order number and I'll look into it from this side.

hello@orna.uk

International deliveries

International shipping is Royal Mail, unless specified on your tracking number.

Deliveries take between 7–14 working days to arrive, but may take up to one month depending on your location.

Customers with shipping addresses outside of the UK are responsible for all applicable duties, VAT and local import taxes. These are not included in the shipping costs. European customers please note you may now occur additional import costs due to Brexit following 1st July 2021, when these charges were implemented.

Refusal to pay taxes or duties, does not mean the package will be returned safely to me. Refunds will not be issued in this instance and I can not be held liable.

If you have any other questions, please email hello@orna.uk

Returns

As each candle is painted specifically for you, I want you to be delighted with your purchase. If you are unhappy please contact me at hello@orna.uk to arrange a return or exchange within 14 days of receiving your order. All returned candles will need to be in their original packaging in saleable 'as new' condition.

If your item was damaged or broken in transit, please contact me at hello@orna.uk within 2 days of receiving your purchase and include images of the damage.

If a refund is agreed, to return an item the product must be returned within its packaging within 14 days of confirmation of return.

I reserve the right to refuse to exchange or refund items that are not damaged or broken beyond their description, or the issue is not highlighted within 14 days of delivery.

Any refund will be made using the original payment method and only once your item has been returned by post.

I cannot accept liability for returned goods lost or damaged in transit therefore strongly recommend that you obtain proof of posting. I advise you to send the goods by Royal Mail Signed For or similar. I cannot be held responsible for returned items that do not reach me. Unfortunately, we cannot cover the cost of return postage.

If you are returning goods from outside the UK you must attach a customs declaration describing the goods as ‘BRITISH RETURNED GOODS’ stating that products are returned as they are unwanted or faulty. Any return forms included with your shipment, such as a CN23 or CN22 form (but not restricted to), must be correctly completed and attached.

Payment will be refunded within 14 days, of satisfactory receipt of your returned items . (Please note that refund times are dictated by your card issuer and are outside my control).

Please note that in the nature of handmade items, there may be slight differences and colour variables or minor imperfections different to the image displayed on the website. This is due to the hand painted element, and part of the hand painted process.

Gift wrapping is not eligible for a refund.