Shipping & Returns
SHIPPING POLICY
At Diamond Empire Candles, we are committed to providing efficient and reliable shipping services for our valued customers in the UK. Please review our shipping policy below:
Shipping Methods and Delivery Timeframes:
We offer shipping via trusted carriers to ensure timely and secure delivery of your orders. The estimated delivery time for standard shipping is typically between 3 to 5 business days within the UK. Please note that these timeframes are approximate and may vary depending on the destination and any unforeseen circumstances.
Order Processing:
We strive to process and ship all orders as quickly as possible. Every Diamond Empire product is handmade freshly on order and for this reason, please give us 2-4 business days (only from Monday to Friday, excluding public holidays) from receiving the order for the time of making your special products. Once your order has been shipped, you will receive a confirmation email with tracking information to monitor the status of your delivery.
Shipping Fees:
We offer free standard shipping on all orders over £49 within the UK. However, standard and expedited shipping options may be available at an additional cost, which will be clearly displayed during the checkout process. Any applicable shipping fees will be calculated and displayed before you finalize your purchase.
International Shipping:
Shipping costs vary according to the weight of the package and country. Customers outside the United Kingdom will also be liable for any customs / import duty, quotas, permits, product restrictions and other local requirements. The recipient of the parcel must pay these charges. Customs policies vary widely from country to country; therefore you are advised to check the latest applicable local requirements in your country before placing an order.
Order Tracking:
Once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to monitor the progress of your shipment through the carrier’s website.
Shipping Address:
Please ensure that you provide an accurate and complete shipping address during the checkout process. We are not responsible for any delays or delivery issues resulting from incorrect or incomplete address details provided by the customer.
Delays and Exceptions:
While we make every effort to ensure prompt delivery, there may be unforeseen circumstances such as adverse weather conditions or carrier delays that can impact the estimated delivery timeframes. In such cases, we appreciate your patience and understanding.
RETURN & EXCHANGE POLICY
At Diamond Empire Candles, we want you to be completely satisfied with your purchase. If you need to return or exchange a product, please review our policy below:
Eligibility for Returns and Exchanges:
We accept returns and exchanges within 30 days from the date of purchase. To be eligible for a return or exchange, the item must be unused, in its original packaging, and in the same condition as when you received it.
Return Process:
If you wish to return or exchange a product, please contact our customer service team within the specified timeframe at [email protected]. They will guide you through the return process and provide you with the necessary instructions and a return authorization number, if applicable.
If you would like to return an eligible item, please follow these steps:
- Contact our customer support team at [email protected] to initiate a return request.
- Provide the order details and reason for the return. Our team will guide you through the return process.
- Once the return request is approved, you will receive instructions on how to proceed with the return, including the return address.
- Please ensure that the item is securely packaged to prevent any damage during transit.
- We recommend using a trackable shipping service to return the item, as we cannot be held responsible for any lost or undelivered returns.
- Once the returned item is received and inspected, we will process the refund to the original payment method within 7 business days.
Return Shipping:
The customer is responsible for the return shipping costs, unless the return is due to a defect or error on our part. We recommend using a trackable shipping method to ensure that the returned items reach us safely. Once the return is received and inspected, we will process the refund or exchange accordingly.
Refunds:
Refunds will be issued to the original payment method used during the purchase. Please allow up to 7 business days for the refund to reflect in your account, depending on your bank or payment provider.
Exchanges:
At Diamond Empire Candles, we understand that sometimes you may wish to exchange an item. We offer an exchange policy to accommodate such requests.
If you wish to exchange a product, please indicate the desired item during the return process. We will do our best to accommodate the exchange based on product availability. If the desired item is not available, a refund will be processed instead.
Eligibility for Exchanges:
To be eligible for an exchange, please ensure that:
- The item is unused, in its original condition, and in the original packaging.
- The exchange request is initiated within 5 days from the date of delivery.
- The item is not listed under our non-exchangeable items (e.g., personalized items, sale items, etc.), which are excluded from this policy.
Exchange Process:
If you would like to exchange an eligible item, please follow these steps:
- Contact our customer support team at [email protected] to initiate an exchange request.
- Provide the order details, reason for the exchange, and the desired replacement item (including any applicable variations such as color, size, etc.).
- Our team will guide you through the exchange process, including any additional payment or refund adjustments if applicable.
- Once the exchange request is approved, you will receive instructions on how to proceed with the exchange, including the return address.
- Please ensure that the item is securely packaged to prevent any damage during transit.
- We recommend using a trackable shipping service for the exchange, as we cannot be held responsible for any lost or undelivered packages.
- Once the returned item is received and inspected, and the replacement item is available, we will process the exchange and ship the replacement item to you within 7 business days.
Jewellery Replacement:
We only replace your jewellery if the one you received is an order error or the jewellery is damaged. We DO NOT replace if you have selected the incorrect size or jewellery type or received a jewellery with the same design (our jewellery reveals are luck of the draw).
We ensure that all of the jewellery surprise that we place inside our products have undergone rigorous quality check for any manufacturing faults. We highly recommend you inspect the jewellery surprise within 60 days from purchase date in case there are any issues/faults that might arise. Manufacturing defects/faults are covered with our 60 Day Jewellery Guarantee. Our jewellery guarantee covers manufacturing defects, this does not include neglect, loss of item, general wear and tear, chain breakage and tarnishing. The warranty is voided if the jewellery has been bent, engraved, altered and modified, damaged by accident, misuse, and discolouration caused by foreign substances. All metals tarnish over time, however, contact with foreign substances such as hand sanitiser, cleaning agent, soap, cosmetic products, and acidic skin types can cause discolouration much faster. Tarnishing and discolourations caused by the above reasons will not be covered under this warranty.
Scratches are not considered a manufacturing defect, meaning it is not covered under warranty as they occur from everyday wear. This includes the wearing down of plated surfaces. Physical contact and friction against other hard and, or rough surfaces will cause the plated layer to wear. This is considered a general wear and tear and will not be covered under warranty. For any jewellery exchange requests, please contact our online customer service team who will be able to assist you.
Order Cancellation:
You may cancel your order up till your order has been picked and processed for delivery. After this, your order is not able to be cancelled. For any order cancellation requests, please contact our online customer service team at [email protected] who will be able to assist you.
Non-Returnable Items:
For hygiene and safety reasons, certain items such as candles that have been lit or used, personalized products, and gift cards are not eligible for return or exchange unless they are defective or damaged upon arrival.
Damaged or Defective Items:
If you receive a damaged or defective item, please contact our customer service team immediately. We may request supporting documentation, such as photos or a detailed description, to assess the issue. We will then provide further instructions for the return or exchange of the damaged or defective item.
Please note that this shipping, return, and exchange policy is subject to change without prior notice. We encourage you to review this policy periodically for any updates. If you have any questions or require further assistance, please don’t hesitate to contact our customer service team at [email protected].
