FAQ

Money Back Guarantee

 

 

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 (excl. 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.  (excl. Made to Order Furniture & Upholstery and Cushions)

To receive a refund or exchange, email us at info@candleandblue or phone 01284 624078 in the first instance 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 calender 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.

Please read our T & C's for further information on furniture made to your specification. Read more 

For further information and to view our cancellation form click here

Delivery Charges

Free Delivery 3-7 days - Excludes Furniture Minimum Spend £7.50

Standard Delivery 3-5 days £2.50 per order - Excludes Furniture

Expedited Delivery 1-2 days £7.99 - Excludes Furniture.  Please check with us first as not all items are suitable for an expedited service.

Furniture and Lighting FREE DELIVERY TO MOST POSTCODES - Please Allow Approx. 14 Days For Delivery. Delivery will be to a UK address only.  Please note delivery to Channel Islands, Isle of Wight, Isle of Scily, Northern Ireland, Scotland, Scottish Highlands and Islands are excluded from this price. See below for a full list of postcodes we are unable to deliver to.

Postcodes excluded from all our delivery services include: AB, 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 these addresses. Please call for a delivery price if you would like to enquire if we are able to deliver to these addresses. 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.

See Important Customer Information for postcodes not covered by our free delivery service and for further information.

Northern Ireland Unders 2kgs £12.50 - Excludes Furniture.  Please check with us first, most items are not suitable for sending outside the UK.

Delivery of furniture is into a downstairs room of your choice.

EU Under 2kgs £30.00 - Excludes Furniture - Please check with us first, most items are not suitable for sending outside the UK.

International Delivery - Please contact us for a quote, most items are not suitable for sending outside the UK.

Please email info@candleandblue.co.uk or contact us on 01284 624078 for further information on Delivery Charges. All days are calculated as calender days.

 

Delivery Options

Expedited Service

A number of our products can be dispatched on a next day service. This services is subject to stock availability, we will email if we are unable to dispatch on time.

Orders need to placed on the day by 12.00pm. Our courier normally collects from us by 12.30pm. Please check with us first as not all items are suitable for next day service.

Any orders received after this time will be dispatched the following day on a 24 hour service.

Returns and Refunds

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 info@candleandblue.co.uk 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 e-mail us at info@candleandblue.co.uk

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 (excl. 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 calender 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.

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

Suffolk

IP33 3PH

This is an office address and only small items/packet can be returned to this address.

Tel: 01284 624078

Telephone

You can contact Candle and Blue on the number below if you have any questions.

Tel: 01284 624078