Returns Policy

Returns policy

Sophie Cole Candles Returns Policy & Procedure.

 

We hope that you are delighted with your Sophie Cole purchase. If for any reason you are not entirely satisfied or you otherwise wish to cancel your order, you may within 14 working days from delivery, return any item, unused in its original condition for a full refund.

Within the external packaging, you will find a Returns Note, with details of your order and a copy of our returns procedure.

If the items listed on the dispatch note do not match those contained in your delivery, please notify us immediately by calling our Customer Services Team on: 07843 984883   (Working hours : Monday - Friday 10am - 4pm, excluding Bank Holidays. If you wish to call at any other time, you may leave a message, with your contact details and we will endeavor to contact you the following morning before 10am or Monday morning if the message is left after 4pm on a Friday).

 

If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.

If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within twenty eight (28) days of receiving your returned goods, provided that you have returned the goods to us at our workshop within 14 working days of delivery to you or your notifying us of cancellation.

 

Refunds will only be made against the original credit/debit card used.

 

If you cancel your order, but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.

Please Note: We will not provide a full refund if goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

 

Customers wishing to return home fragrance items should have regard to any labeling and packaging guidelines produced by Royal Mail or any other courier that is used.

 

Damaged/Faulty/Incorrect Items

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund including the cost of the original postage and the return postage.

Please notify us immediately by calling our Customer Services Team on: 07843 984883   (Working hours : Monday - Friday 10am - 4pm, excluding Bank Holidays. If you wish to call at any other time, you may leave a message, with your details and we will endeavor to contact you the following morning before 10am or Monday morning if the message is left after 4pm on a Friday).

 

To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier. We reserve the right to request a photograph of the damaged items, especially if it is deemed impossible to return.

 

This policy does not affect your rights under law as a consumer, which apply in addition.

 

The Returns Process.

To return your order:

1 - Complete the Necessary Documentation as enclosed in the original packaging.

Complete the Returns Note enclosed in your order with all required information. If you have not received this document, please notify us immediately by calling our Customer Services Team on: 07843 984883   (Working hours : Monday - Friday 10am - 4pm, excluding Bank Holidays. )

 

2 - Returning the Product

Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us at our workshop within 14 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed.

However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.

 

Step Three - Processing the Refund

If you have chosen a refund, we will process the calculated refund within twenty eight (28) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our workshop within 14 working days from delivery. You will receive email notification of your refund from our Customer Service Team.

 

If you have requested an exchange or replacement when ringing the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.