Last updated: 9 November 2025

Shipping Policy

Where we ship

United Kingdom: All regions, including Northern Ireland, Highlands & Islands.

International: [EU, USA, Canada] (duties/taxes may apply on delivery).

Processing times

• Orders are typically dispatched in 1–2 business days (Mon–Fri).
• During launches, holidays, or sales, please allow an extra 1–2 days.

Shipping options & estimates (UK)

• Economy (2–4 business days): £[3.99]
• Tracked (1–3 business days): £[5.49]
• Free UK shipping on orders £[70]+ (after discounts).

Courier: [Evri/Royal Mail/DHL]. A tracking link is sent when your order ships.

International estimates

• Europe: 4–7 business days
• USA/Canada: 7–12 business days

Final delivery times vary by customs and local carrier.

Delivery address & changes

Please double-check your address at checkout. If you need to make a change, contact us at info@neluxcandles.com within 1 hour of ordering. Once shipped, we can’t redirect parcels.

Delivery issues

Marked “delivered” but not received? Check safe places and with neighbours, then contact the courier within 48 hours and email us with your order number.

Damages in transit: email photos of the outer box, inner packing, and the product within 48 hours of delivery so we can replace or refund.

Warm-weather notice (candles)

Candles can soften in heat. If your parcel feels warm, let items rest at room temperature for a few hours before opening for best results.

Local pickup (optional)

Free local pickup from Milton Keynes. We’ll email you when your order is ready.

Returns & Refunds Policy

We want you to love your order. If something isn’t right, we’ll help.

Your right to cancel (UK & EU consumers)

Under the Consumer Contracts Regulations (2013), you can cancel within 14 days of receiving your goods for a refund of the product price and the cheapest standard delivery cost offered at checkout.

• Please notify us in writing at info@neluxcandles.com within 14 days of delivery.
• You then have 14 days to send the items back.

Return conditions

• Items must be unused, unopened, and in original packaging.
• You are responsible for return postage (use a tracked service and keep proof).
• Send returns to: [Nelux Candles, Returns Dept, Address, Postcode, Country].
• We process refunds within 14 days of receiving the return, to the original payment method.

Non-returnable items

• Used or burned candles, opened wax melts, or items not in their original condition.
• Personalised / custom products.
• Sale/clearance items: [state policy—refundable or final sale].

Faulty, wrong, or damaged items

If your item arrives faulty, incorrect, or damaged, we’ll put it right. Email info@neluxcandles.com within 48 hours of delivery with your order number, a description of the issue, and photos (outer box, inner packing, product).

We’ll offer a replacement, store credit, or full refund, and cover any return shipping if we need the item back.

Exchanges

Prefer an exchange? Contact us within 14 days. We’ll guide you—exchanges follow the same condition checks as returns.

Lost parcels

If a parcel is confirmed lost by the carrier, we’ll replace or refund.

Incorrect address / undeliverable parcels

If returned to us due to an incorrect or undeliverable address, we can reship (additional postage applies) or refund the product price minus the original shipping.

How to start a return

1. Email info@neluxcandles.com with your order number and reason.
2. We’ll reply with instructions and the return address.
3. Pack items securely and include your order number inside the parcel.
4. Use a tracked service and keep your receipt until we confirm your refund.

Allergies & safety (candles)

Scent components are listed on product pages/labels. Patch test wax melts and keep candles away from drafts, children, and pets. Follow the candle care card for safe burning.

Contact

Email: info@neluxcandles.com
Hours: Mon–Fri, 9:00–17:00 (UK time)

Quick mini version

• Dispatch: 1–2 business days.
• UK delivery: 2–4 days (Free over £[70]).
• Returns: 14-day change-of-mind (unused/unopened).
• Damages: Email photos within 48 hours—replacement/refund provided.
• Support: info@neluxcandles.com

Note: This is general information, not legal advice.