Important Customer Information
Right to Cancel and Delivery Information
Delivery Charges for non furniture/lighting and garden items is Free.
Furniture and Lighting Items - Free Delivery To Most Postcodes - We aim to dispatch furniture items within 14 days.
Made to order furniture - delivery may be between 3-6 weeks, approx. delivery times are indicated on the website. You will also be notified of approx. delivery times at the time of ordering. Delivery times may vary if Items are sent directly to you from the manufacturer, or we are waiting for your furniture to be delivered to us before dispatching it with our logistics firm.
All orders received will be dispatched on a next working day subject to availability. We are unable to send orders to PO Box addresses.
During the Christmas period, please allow 4-6 days for delivery. In the event of any items being out of stock we will inform you and give you an estimated delivery date. Goods will be delivered through Royal Mail or courier.
Delivery will be to a UK address only. Please note delivery to the Channel Islands, Isle of Wight, Isle of Scilly, Northern Ireland and Scottish Highlands and Islands are excluded from this price.
Postcodes excluded from these services include: AB, CF, DD, DG, EH, FK, G, IM, IV, JE, GY, KA, KW, KY, LD, LL, ML, TD, ZE, BT, PA, PH, KA, KY.
Please call for a delivery price if you would like to enquire if we are able to deliver to the above addresses.
UPDATE - Due to the current situation we are offering free delivery postcodes AB, CF, DD,DG, EH, FK, G, IV, KA, LD, LL, ML, TD, PA, PH, KA, if your order is £1645.00 and above for furniture and small garden sculptures.
Candle and Blue are only able to deliver to the postal delivery address you have entered on your order, unfortunately due to the risk of loss or damage we cannot leave goods in other locations outside your address, including porches, garages, sheds etc. Should you decide to amend the delivery location with the courier firm after it has been dispatched it is your responsibility in the event the item goes missing.
Candle and Blue can only be held responsible for goods signed for by a person at the postal delivery address. All goods must be signed for by an adult aged 18 years or over, and if no one is available at the address at the time of delivery, the driver will retain the goods.
We cannot be held responsible for another person at your postal address signing for a parcel on your behalf, or be held responsible for a parcel that goes missing once signed for.
Delivery of furniture is into a downstairs room of your choice.
Smaller items will be sent by courier i.e. Parcelforce, UPS or Myhermes. Tracking information will be sent to the email you have left when you placed the order. This is to the threshold of the property.
Please note that delivery can take place any time up to 5.30 p.m., we are unable to offer timed deliveries.
All orders delivered by a logistics firm that require a signature on receipt need to be checked before being signed for. Please notify us that they have arrived damaged within 2 days of receipt.
All days are calculated as working days.
You may choose to pay via PayPal, Opayo, Stripe or Over the Phone. Your card will be charged at this point. As part of processing your payment, you will be transferred to their fully secured site whilst they interface with your bank. All your details are kept on that site and are not accessed by us.
All Credit Card transactions are either handled by a third party or on a secure server using a minimum of SSL/128-bit encryption.
If you prefer, we do accept payment for orders over the telephone, all major cards are accepted.
Phone lines are open between 9.00am to 5.00pm Monday to Friday.
Tel: 01284 624078
Returns, Faulty or Damaged Goods
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 email@example.com 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 firstname.lastname@example.org
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, do not return the product, please contact us first. We are entitled to deduct monies from refunds where goods show unreasonable use leading to diminished value.
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 and Cushions, Seat and Cushions Pads, and Cushioning Element) 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, the consumer need not use the Cancellation Form below, but if the consumer does we will acknowledge receipt of the cancellation on a durable medium without delay. You can email us at email@example.com or phone 01284 624078 within 14 days of receiving your order, 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. Even if an item arrives faulty or damaged, please do not throw away any of the packaging as this may affect the value of the refund.
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 item's value.
No items delivered by the manufacturer, logistics firm or via a pallet network can be returned with a driver/courier/logistics without signing the relevant complaint form for the damaged item/s. Please retain a copy for your records. This is proof the item has been returned. A refund will not be posted until after all goods are collected at which our drivers will only make two attempts to collect. A refund will be raised if Candle and Blue makes agreements for the customer to dispose of the damaged goods. Failure to comply with this procedure will result in items not being credited 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.
Smaller items will be sent by courier i.e. Parcelforce, UPS or Myhermes. Tracking information will be sent to the email you have left when you placed the order. This is to the threshold of the property. Please check and notify within 2 days of receipt in the event the item has arrived damaged.
**IMPORTANT INFORMATION** All orders delivered by a specialist logistics firm must be inspected upon delivery, before signing to confirm on the delivery note that the items have arrived in satisfactory condition. The driver is allocated a 20 minutes loading/unloading time of which the recipient should remove all packaging and inspect the goods to ensure there is no damage.
In the event of damage being found, a description of the damage must be made on the delivery note. We would advise you to call us, if possible at this time to notify us of the damage.
We do not accept claims for damages if you have used your own courier.
Once items are accepted and signed for, neither the logistics firm, nor Candle and Blue will be held responsible for any loss or damage. No claim for loss or damage will be accepted after this time.
All goods must be signed for by a person of minimum age of 18 years old.
If you have received goods in connection with the contract
If you requested to begin the performance of services during the cancellation period, you shall pay us an amount that is in proportion to what has been performed until you have communicated to us your cancellation from this contract, in comparison with the full coverage of the contract.
The Right To Cancel
‘You have a right to a cooling off period of 14 calendar days after the date on which you have received the Goods to cancel the Contract, and a further 14 days to return the Goods at your cost and receive a full refund of the purchase price. You do not need to give a reason. Refunds will be made within 14 calendar days of receiving the goods back. With the exception of upholstered furniture see section 7, to which statutory cancellation rights do apply. This does not apply unless they are faulty, damaged or missing.
We are entitled to deduct monies from refunds where goods show unreasonable use leading to diminished value.
‘The cancellation period expires after 14 calendar days.
To exercise the right to cancel you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter, email or by post). You may use the attached cancellation form, but are not obliged to do so. The burden of proof for cancellation lies with the consumer so please keep a copy for your records.
‘Goods must be returned complete and undamaged with all accessories and instructions. The original packing must be returned in reasonable condition.
‘If you cancel this contract, we will reimburse to you all the payments received from you, including the delivery cost (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than
(a) 14 calendar days after the day we receive back from you any goods supplied, or
(b) (if earlier) 14 calendar days after the day you provide evidence that you have returned the goods.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of reimbursement.
‘The right to cancel this contract will not apply in respect of
Made to order Furniture and Cushions/Seat Pads including pads, Cushioning Element, and Upholstery.
‘Personalised Goods or Goods made to your specification:
‘Audio, video recordings (including DVDs) or computer software you have unsealed.
‘Betting games or lottery services.
‘Newspapers and magazines.
‘Food, drink or other Goods intended for everyday consumption.
See terms and conditions for goods returned outside of this time period.
In the unlikely event of not being able to resolve an issue with an online purchase, please see the link below.
Candle and Blue are committed to providing a high quality of service and are registered as a trader on the ODR platform
Our returns address is (small items only) Candle and Blue St Andrews Castle, St Andrews St South, BSE, Suffolk, IP33 3PH Tel: 01284 624078 E: firstname.lastname@example.org
Hereby give notice that I cancel my contract of sale of the following goods:
Ordered on/received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer (only if this form is notified on paper):
By placing an Order and purchasing goods from Candle and Blue, whether you order over the phone, or you buy through our website www.candleandblue.co.uk, you enter into a legally binding agreement with us. By using our website, even if you do not buy anything, you also agree to the Terms and Conditions. See www.candleandblue.co.uk for Terms and Conditions, or contact us for a hard copy. If you do not agree to be bound by these terms and conditions you may not access or use this website.
You should read and understand these Conditions because they affect your rights and liabilities.
All design and imagery on candleandblue.co.uk is the copyright of Candle and Blue. The site may not be altered in any way or republished without permission from Candle and Blue.