Last Updated: June 2026

    Returns & Refunds

    At Candle Thread UK Ltd, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our returns and refund policy below.

    Returns Eligibility

    Products purchased from Candle Thread UK Ltd may be returned within 30 days of delivery provided that:

    • The item is defective, damaged, or faulty upon arrival.
    • The item is unused and in its original condition.
    • The item is returned with all original packaging, labels, and accessories.
    • Proof of purchase is provided.

    We reserve the right to refuse returns that do not meet these conditions.

    Non-Returnable Items

    The following items cannot be returned unless they are faulty or damaged:

    • Cut-to-length products
    • Custom-made or personalised items
    • Clearance or sale items
    • Products that have been used, altered, or damaged after delivery

    Bundle & Multi-Item Purchases

    Items purchased as part of a bundle, set, or promotional package may only be returned for a full refund if all items included in the bundle are returned together and in their original condition.

    Partial returns from bundles may not be eligible for a refund.

    How To Request A Return

    To initiate a return, please contact our customer service team with your order details.

    Email: orders@candlethreads.co.uk
    Phone: +44 7477 088499

    Please include:

    • Order Number
    • Full Name
    • Reason for Return
    • Photographs (if the item is damaged or faulty)

    Once approved, we will provide instructions for returning the item.

    Return Shipping

    Customers are responsible for return shipping costs unless:

    • The item is faulty
    • The item arrives damaged
    • We have sent the incorrect product

    We recommend using a tracked delivery service, as we cannot be held responsible for returned items lost in transit.

    Refund Process

    Once your returned item has been received and inspected, we will notify you of the outcome.

    If approved, refunds will be processed to the original payment method within 5–10 business days, depending on your payment provider or financial institution.

    Exchanges

    If you have received a faulty, damaged, or incorrect item, we will happily arrange a replacement where stock is available.

    Please contact us within 7 days of receiving your order to arrange an exchange.

    Damaged or Incorrect Orders

    If your order arrives damaged or you receive the wrong item, please notify us within 48 hours of delivery by emailing orders@candlethreads.co.uk.

    Photographic evidence may be requested to assist with the claim.

    Cancellation Rights

    If you change your mind about your purchase, you may cancel your order before it has been dispatched.

    Once an order has been shipped, it must be returned in accordance with this policy before a refund can be issued.

    Contact Us

    If you have any questions regarding returns, refunds, or exchanges, please contact us:

    Candle Thread UK Ltd

    📍 Units 5-7 Blackhorse Street, Bolton, BL1 1SY, United Kingdom

    📧 orders@candlethreads.co.uk

    📞 +44 7477 088499