Refund policy
Once an order is placed, it cannot be cancelled or returned.
However, we do sometimes have the flexibility to accommodate amendments/cancellations of orders if you contact us within 30 minutes of placing your order.
Damaged Orders
In the event of an order arriving in a substantially damaged state, please contact us as soon as possible. This must be within 5 days from the delivery date.
To complete the process, we require photographic proof of the damage. Please do not send your purchase back to the manufacturer or make a claim with the courier as this will invalidate your claim with us.
Please ensure the following photographs are included for any item that arrives damaged in your order:
- Photos of the damaged item
- Photos of the packaging around the damaged item
- Photos of the delivery box interior
- Photos of the delivery box exterior
Subject to the extent of the damage and acceptance of your claim, you will have the option of either a refund or a replacement if available.
You will receive an email to notify you of the approval or rejection of your claim. If it is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Refunds usually take 5-7 days to be processed by our payments processor.
International Orders
Please be aware, orders to outside Great Britain may be subject to import taxes, customs duties and VAT charges in the destination country, payable by the customer. Super Duper Candle Company has no responsibility for these charges.
If an import charge remains unpaid, we can only refund you for the order when we receive your order back at our HQ from customs, and we will deduct any fees from the refund to cover our costs. So, for example, if there is a £20 customs fee on an order, and your order is £30, we can only refund you £10 for your order that has not been delivered.
Offering international delivery is an incredibly difficult service for us to implement as a result of the United Kingdom's exit from the European Union, but we recognise that international customers may really want one of our candles, and that is why we offer the service. But we do encourage you to please read all notices on our site regarding international charges very carefully, as we are only a small business, we are unable to swallow additional costs.
Orders lost in the post
In the unlikely event of an order being lost by the courier, please notify us within 14 days of the due delivery date in order for us to process a refund or issue a replacement if we have available stock.
Orders returned back to the sender
For orders returned back to us, (where the customer was not in to receive the delivery and did not arrange redelivery/collection for the period of time that the parcel is held) we will first contact you to arrange redelivery, you will be responsible for re-delivery costs. If we do not get a response within 14 days, the contents of the order may be listed for resale on our website.