Refunds & Damaged
We make every effort to check items before dispatch, however the suppliers do most of the quality control. Due to the nature of the products we sell, some of these products may become damaged or faulty in transit. If an item is delivered to the buyer damaged or faulty, Oak Candles Ltd will make every effort to resolve the matter fast and in accordance with the terms and conditions outlined on this page. Please note, Oak Candles ltd. Ltd do not offer monetary or non-monetary compensation (i.e. in the form of goods or services) for the loss of potential sales due to damaged/ faulty/ missing/ incorrect items delivered or delays in delivery. Due to the health and safety reasons, we do not accept returns of earrings, unless they are unopened, in original packaging and have never been used.
1. Item(s) damaged/ faulty on receipt.
Please inform us of any damages/ missing items/ faulty items within 3 business days from the receipt of your order. If an item is damaged on receipt, please contact us via , email or online chat to report the issue.
In most cases:– We will request for a photograph of the item to be emailed to us (including the item code ).
– We will not ask for the item(s) to be returned. We will credit the account for the value of the damaged item(s).
On occasion, we may request for the item(s) to be returned to us. In such cases we will provide you with a copy of a Returns Form for you to fill in and further instructions on how to return the item(s), which depend on the value/ size of the return.
Please note: credit, rather than refund or replacement will be offered for damaged/ faulty items. We do not, as a rule, send out credit notes.
2. Items missing from order.
If an item is missing from your order and it is not marked as ‘out of stock’ on your invoice, please contact us via the telephone, email or online chat stating your invoice number and the item code. Please make sure you report missing items within 3 business days from the delivery date of your order. We will credit the account for the value of the missing item(s). Please note: credit, rather than refund or replacement will be offered for missing items. We do not, as a rule, send out credit notes.
3. Items sent in error by Oak Candles
If you have received any items you have not ordered, please inform us of this as soon as possible. In most cases we will be able to arrange a collection for the items. If you have been charged for the items sent in error by Oak Candles Ltd, we will process a refund for the goods.