We have tried to make purchasing online with Candle and Blue as easy as possible. If you prefer to order over the phone, or are experiencing difficulties then do not hesitate to contact us either by e-mailing firstname.lastname@example.org or telephoning 01284 624078 (Please note that this call can be recorded for security and training purposes).
If goods are damaged or lost in transit please notify us immediately by telephoning us on 01284 624078. A customer advisor will be able to take your call Monday to Friday from 9.00am until 5.00pm.
Alternatively you can email us at email@example.com
If you would like to return an item to us that is faulty, which you did not order, or for any other reason that is our fault, we will also pay for the cost of the return postage (up to a maximum of the amount you originally paid when ordering from us). No other costs are considered. If this happens, please contact us first and we will arrange a convenient time to have the parcel collected.
Please have your order confirmation number available at the time of telephoning. We will offer you the choice of a replacement or refund. Any refunds given will be made to your credit card account. Under no circumstances will a cheque, credit note or cash be issued by way of refund.
We want you to be delighted with your order and the service you receive from Candle and Blue. However, for your extra peace of mind all purchases (excluding Made to Order Furniture & Upholstery) are covered by our 14-day Exchange or Refund Promise. If you are not entirely satisfied with your purchase you can return your order, in full or part, and we will refund the full cost (We do not offer a free returns service.) or, if you prefer, provide an exchange of equal value.
To receive a refund or exchange, email us at info@candleandblue in the first instance stating your order number, name and contact details and whether you would like a refund or exchange. Then simply return the goods to us, in their original condition including tags and packaging, within 28 calendar days of receipt of goods.
It is always advisable to obtain a proof of postage certificate, as you will be responsible for the item or items until they reach us. We advise taking out postal insurance to cover the cost of the items value.
We are unable to process refunds until we receive the goods.
Returning Items, faulty or not, once you have taken receipt of delivery by a logistics firm, manufacturer or via a pallet network.
No items can be returned with a driver/courier/logistics firm without signing the relevant returns form for the item/s. The returns form will be provided at the time of collection. Please retain a copy for your records. This is proof the item has been collected from you and is in the process of being returned back to Candle and Blue or the manufacturer.
A refund will not be processed until after all goods being returned have reached the manufacturer or Candle and Blue and have been checked.
Failure to comply with this procedure will result in items not being refunded or replaced.
All breakages need to be notified within 2 days of receipt. We are unable to issue refunds or replacements after this time.
Please keep all packing until you have checked and are happy with your order.
Our returns address is:
Candle and Blue
St Andrews Castle
St Andrews Street South
Bury St Edmunds
This is an office address and only small items/packet can be returned to this address.
Tel: 01284 624078