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This Refunds and Returns Policy applies to all purchases made through the Wick & Tallow website, including bespoke candle orders placed via the Studio.
Wick & Tallow specialises in bespoke, made-to-order products. Please read this policy carefully before placing an order.
Bespoke and made-to-order products
All candles created through the Wick & Tallow Studio are bespoke and produced specifically to your order. This includes, but is not limited to:
- Fragrance selection
- Vessel type and size
- Label or vessel artwork
- Box colour and box artwork
- Quantity
Because each product is custom manufactured based on your individual selections and artwork, Studio orders are not eligible for returns, refunds or exchanges.
Once an order has been placed and payment has been received, production is scheduled based on your confirmed specifications.
No cancellation or amendment after order placement
After checkout:
- Orders cannot be cancelled
- Orders cannot be amended
- Artwork and designs cannot be changed
This applies whether production has started or not, as all orders are prepared and scheduled specifically for you.
By placing an order, you confirm that:
- All selections and artwork are final
- You understand the order is bespoke and non-refundable
Statutory rights
Your statutory rights under UK consumer law are not affected.
However, under the Consumer Contracts Regulations, the right to cancel does not apply to goods that are made to the consumer’s specifications or are clearly personalised. Wick & Tallow Studio products fall into this category.
Faulty or damaged items
If your order arrives faulty or damaged due to a manufacturing or handling issue, please contact us within 48 hours of delivery.
To help us assess the issue, please provide:
- Your order number
- A clear description of the issue
- Photographic evidence of the fault or damage
Once reviewed, we may, at our discretion:
- Offer a replacement of the affected items
- Provide an alternative resolution where appropriate
We do not offer refunds for bespoke products unless required by law.
What is not considered a fault
The following are not considered faults and are not eligible for replacement or refund:
- Errors in customer-supplied artwork or spelling
- Colour variations between digital previews and printed output
- Design choices approved at checkout
- Natural variations in fragrance or materials
- Minor variations inherent to hand-poured or bespoke production
- Damage occurring after delivery
Artwork responsibility
Customers are responsible for ensuring that all uploaded artwork:
- Is final and print-ready
- Has been thoroughly reviewed before submission
- Is owned by the customer or used with appropriate permission
Wick & Tallow is not responsible for errors, omissions or intellectual property issues relating to customer-supplied designs.
Delivery issues
If your order has not arrived within the estimated timeframe provided, please contact us and we will investigate with our delivery partners.
Delays caused by third-party couriers or circumstances beyond our control do not automatically entitle a refund.
How to contact us
If you believe your order is faulty or damaged, or if you have questions about this policy, please contact:
Wick & Tallow Bespoke Ltd
Company number: 10756824
Registered office:
4 Putney Common
London
England
SW15 1HL
Email: alice@wickandtallow.com
Policy acceptance
By placing an order through the Wick & Tallow Studio, you acknowledge that you have read, understood and accepted this Refunds and Returns Policy.