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Shipping policy
At FROSTandFLAME, every order is carefully packaged by hand to ensure your candles arrive safely and beautifully. Please read our shipping policy below.
1. Order Processing All orders are processed within 2-3 business days (Monday–Friday, excluding UK public holidays). Orders placed on weekends or bank holidays will be processed on the next working day. You will receive a confirmation email once your order has been dispatched.
2. UK Shipping We currently ship within the United Kingdom. Shipping costs are calculated at checkout based on your delivery address and order weight. Estimated delivery timeframes will be displayed at checkout.
3. Free Shipping We offer free standard delivery on orders over £50. This will be applied automatically at checkout.
4. International Shipping We do not currently offer international shipping. Please sign up to our mailing list or follow us on social media to be notified if this changes in the future.
5. Packaging We take great care in packaging every order to protect your candles in transit. Our packaging is designed to reflect the premium nature of our brand while minimising waste where possible.
6. Damaged in Transit If your order arrives damaged, please contact us within 48 hours of delivery at frostandflame@icloud.com with your order number and photographs of the damage. We will arrange a replacement or refund as appropriate.
7. Lost or Missing Orders If your order has not arrived within the expected timeframe, please first check your tracking information (provided in your dispatch email) and contact your local delivery office. If you are still unable to locate your parcel, get in touch with us at frostandflame@icloud.com and we will do our best to help.
8. Incorrect Address Please ensure your delivery address is correct at the time of ordering. FROSTandFLAME cannot be held responsible for orders delivered to an incorrectly entered address. If you notice an error, contact us immediately at [your email address] and we will do our best to amend it before dispatch.
9. Contact For any shipping queries, please email us at frostandflame@icloud.com or use the contact form on our website. We aim to respond within 2 business days.