Fragrant Flame 

ORDERING

How long is your lead time?

Although we are a small business we are proud to offer a fast, easy service. Orders placed will often be despatched the same day (Monday - Friday). If not, the next working day should see your order leave us. During our peak times this may be extended but shouldn't exceed 3 working days at the absolute maximum.

If you're in a hurry for your items we would encourage you to contact us via info@fragrantflame.uk 

Are your products suitable for vegans?

All of our soy candles are made with 100% soy wax flakes and either pure essential oils or high grade perfume oils. We don't test on animals and the ingredients we use are also cruelty free. 

We may occasionally stock other candles or homewares that use beeswax, honey or leather, but these will be clearly described. 

Where are your candles made?

We make every single candle by hand in our home studio based in Basingstoke, Hampshire. The whole process is done in-house.

Are your candles made with essential or perfume oils?

We use both essential and perfume oils in our blends. This allows us to get a great range of scents and also makes our candles excellent value for money. We include a list of the ingredients on each product page to help you make the best choice for your preferences. 

DELIVERY

How much is delivery to the UK?

Delivery in the UK starts from just £1.95 and is calculated on the contents of your basket. We also offer Next Day Delivery and FREE standard shipping within the UK when you spend over £50 online. 

Do you deliver internationally?

We are able to ship to some European countries, America, Canada and Australia.

You will need to check with us beforehand, so that we can give you a shipping cost.

I need a parcel tomorrow, can you do that?

If you order before 12 noon we offer next working day delivery (Monday to Friday) to mainland UK addresses with either UPS or DPD Local. Please select that delivery method when placing your order. 

Who will deliver my parcel?

We use Royal Mail for the vast majority of parcel deliveries. We also use UPS and DPD Local for larger orders and for those who require next working day delivery.

How will I know when to expect my parcel?

You will be sent an email when your parcel leaves us.  For Tracked 48 orders being delivered by Royal Mail we estimate a delivery lead time of 2-3 working days. Tracked 24 orders can usually be expected within 1-2 working days. Royal Mail parcels are tracked and you will be able to check on the status of your delivery via a link in your despatch notification. 

UPS and DPD Local orders are next day if ordered before 12 noon. You will be sent a tracking link if you select either of these couriers.

What if I'm not home when my parcel is delivered?

Royal Mail - If you are out when your parcel is delivered your parcel will either be left safe on your property, with a neighbour or taken back to the sorting office if neither of those options is possible. You will be left a card with details to arrange re-delivery or collection from the sorting office. 

UPS/DPD Local - If you miss your UPS/DPD Local delivery the driver will either leave the parcel with a neighbour or return it to the delivery depot. You will normally be given the option to reschedule delivery by text or email. 

What shall I do if I'm having problems with my delivery?

If your delivery isn't going to plan then please contact us right away. We are here to help sort out the issue and will do everything we can to get your parcel to you. You can call us on 07914 076969 or email us at info@fragrantflame.uk. 

My parcel was damaged, what shall I do?

If you've received your order and something has been damaged during delivery please let us know right away. Please email us with details of your delivery, what's damaged and a photo if possible. We will arrange replacements or a refund, depending on the situation and what you'd prefer. We request that all damages are reported within 48 hours of delivery. 

Something is missing from my parcel, what shall I do?

We are only human and very occasionally we may miss something out of your parcel. If this has happened please let us know and we will get the missing item to you as soon as possible.