How much is delivery?
We offer free first class shipping within the UK. Fees for international shipments are calculated at checkout.
What shipping company do you use?
Your candle will be shipped using a Royal Mail First Class service. We pack it in a sturdy cardboard box that does not reveal its contents.
When can I expect my order?
We generally aim to fulfil the order within 24 hours and delivery within the UK usually takes 1-2 working days after dispatch. Please check the product page for further details.
Please send an email to firstname.lastname@example.org if your order has not arrived within 10 working days.
I will not be in on the day of delivery.
The carrier will leave a note at your address. The parcel will then be taken to a Post Office or collection point near you. Please bring your photo I.D. when collecting your parcel.
How do I return my order?
Return faulty or damaged items
If there is a fault with your item please contact us at email@example.com as soon as your order has arrived. Contacting us straight away allows us to validate that there is a fault with the item that has not occurred through usage. Please contact us within 14 days to alert us of any potential faults. We will then supply the delivery address to send your item to and will thoroughly check any potential faults before confirming a replacement or refund.
If any of our products arrive damaged then we will replace them free of charge. In the case that the damaged product(s) needs to be returned, we will cover the costs of the postage.
As long as your item has not been used, we will issue a replacement or refund once the item has been received and checked. Kahale cannot be held responsible for any returns that are lost in the post, and we strongly recommend using a signed for service when posting returns to us.
Return for other reasons
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery your candle can not show any signs of usage and needs to reach us in fully saleable condition. You will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We accept returns for items up to 14 days after delivery - If we receive a cancellation request before dispatch, then we will do our very best to cancel the order and issue a full refund.
Please ensure that all returns reach us in a saleable condition. For example, please do not affix any stickers to the packaging. The item can not show any signs of usage, as this will not allow us to resell the product (if there is no fault). If we feel that the product has been used in any way, we will not be able to issue a refund.
When will I get my refund?
If you require a refund for a defect or faulty item we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within fourteen (14) days of receiving your returned goods, provided that you have returned the goods to us within 14 working days of delivery to you or your notifying us of cancellation.
If you cancel your order but do not return such goods to us within 14 working days of notifying us of cancellation, we shall be entitled to withhold payment of any refund.