Making A Purchase
Purchasing through our store is easy. Simply add items to your basket and click on checkout where you will be asked for a few details to complete your order.
When confirmation of your order is received, this is to indicate that we are in receipt of your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you a confirmation of despatch email. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Title to all goods remains with Janes Candles until payment is received in full. When there is a dispute over a card payment and the monies are returned to the customer, then title of goods will return to the ownership of Janes Candles and the goods are to be returned or they will be collected.
Shipping And Handling
Our postage rates are charged at a flat rate of £4.00 for customers in UK Mainland, Northern Ireland, Isle of Man, Isle of Wight, Channel Islands and Scottish Highlands inc Islands. We also ship t0 areas of Europe – charges will vary depending on the weight of your parcel and will be calculated when you checkout. Please note due to postal restrictions there is a 2kg limit for parcels to Europe.
All orders received are despatched within 3 days, as all candles are made to order. Please allow up to 7 working days for your parcel to arrive. We reserve the right to use an alternative carrier if required.
If you are not at home when the delivery is attempted and you fail to collect from your local depot your order may be returned to us. Once received, a refund minus the cost of carriage will be issued. If you know that you will not be home then please provide an alternative address during checkout.
Credit Card Security
We use Stripe secure servers to process your credit/debit cards on our behalf. Security is probably one of the most significant concerns for both the shopper and the retailer during an online transaction. In reality, an online transaction is probably more secure than a card transaction in a shop or conducted over the telephone or by fax, as the information transmitted online is strongly encrypted using complicated logarithm combinations. When you pay through Stripe your financial information is never shared with us so you can feel rest assured that your information stays private and confidential. The Stripe payment system monitors every transaction 24/7 to help prevent against fraud, email phishing and identity theft. Every transaction is heavily guarded behind next-level encryption.
We also use Paypal to process card payments for those wishing to use this service, this also allows you to purchase using your Paypal account.
If you need to reach us, please email us or by using the contact us link on our home page, alternatively, you can call on 01623 251606. Our correspondence address is:
6 Nest Avenue
Kirkby in Ashfield
Nottinghamshire NG17 7LU
I’ve changed my mind can I return the items?
Please contact us to cancel your order within 14 calendar days of receipt and we will provide you with a returns number. You then have a further 14 days to return the items to us. Due to the nature of our products we are only able to accept returned goods that are in an unused and saleable condition. A full refund including original postage costs will be offered however the cost of returning the goods is your responsibility. If goods arrive, used, incomplete or damaged then a reduction may be made to the refund offered.
My parcel has arrived damaged, what should I do?
Although we take great care to ensure that your parcel arrives safely, we accept that some things are out of our control. Please contact us immediately and provide photographic evidence of both the outer and inner packaging – this helps us greatly.
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