Here at Village Candle® we are committed to your total satisfaction and want you to know we truly value your business.
If you are not satisfied with your online purchase, you may return unburned, undamaged items to Village Candle for credit or replacement. Shipping costs for returns are the customer’s responsibility.
Burned or damaged candles CANNOT be returned, unless specifically requested or pre-authorized directly by a customer service representative at Village Candle.
If there is a problem with an item received, contact us within 10 business days of delivery of the product. You will need the following information to file a claim:
- Purchasing Source: internet, phone order, mail order, or approved Village Candle® Reseller
- Description of item: Fragrance, Jar Size, Candle Collection
- Date of Purchase
- Invoice Number (online orders only)
- For damaged product(s) Photographic Proof of damage is required for proper processing
To initiate the return process, please use our contact form, call a customer service representative at +44 (0) 1243-780501, Mon-Fri, 8:30 am to 5:00 pm, excluding major public holidays and weekends, or email us at firstname.lastname@example.org.
Please Note: Items purchased from a Retail store (i.e. not via online, mail order, or phone order directly to Village Candle® ) must be returned to the store where it was purchased. You may also email our customer service department with pictures of the candle and your full contact information at email@example.com. A customer service representative will contact you for follow up.
Credit Card Refund Policy
Before we are able to authorize any credits for purchases, unburned, undamaged candles, purchased online only at www.villagecandle.co.uk, must be returned directly to Village Candle®, Unit 2, Plot 11 Terminus Road, Chichester PO19 8TX.
Prior authorization for returns by an approved customer service representative, must be confirmed prior to any and all returns. All credits issued for online purchases will be placed on the credit card used for the original purchase. Please allow 1-2 billing cycles for the credit to appear on your statement. If a valid email address is on file, a confirmation email will be sent, notifying you of the credit. (Many issuing credit card company’s process of returning funds to the purchasing credit card holder, have different return processes in place, which may result in further delays.)
Should you have any questions, comments or suggestions, we appreciate hearing from you. We invite you to contact us by phone Monday through Friday, 8:30 am to 5:00 pm, excluding major public holidays and weekends.
Contact Us At:
+44 (0) 1243-780501
Email Us: firstname.lastname@example.org