Here at Hebridean Candles we always want you to be happy with your purchases, but please remember there are certain terms and conditions that apply to your purchases. We will happily provide an exchange for any item that has been damaged on its way to you. All that we ask is that you provide us with a photo of the damage so that we can assess the damage. We cannot provide any refunds or exchanges for items that you have damaged or used. We provide full safety instructions on each of our candles so please take note of these! Any item that you return is the responsibility of you, until it has reached us. Please use tracked or insured postage to cover yourself! When returning any items, please include a note with your name and contact details as well as your order number. If we receive a blank item we can’t then link this to you. In line with the UK Distance Selling Regulations you can return an item seven working days (not including weekends or bank holidays) after the day on which you receive your goods. If you cancel an item before dispatch, then a full refund will be issued. If your item has already been dispatched and you have cancelled, you will have to return the item to us using our returns address. Email for details. If you are buying outside of the UK there may be customs fees charged on delivery. Please check online to see customs information for you country. The buyer is solely responsible for any custom fee and cannot be reimbursed by Hebridean Candles. If you haven’t received your order yet, please check that you have had a dispatch confirmation email. If you have had this email please wait a week from the date of this email and then contact us if you still haven’t received your item. Overseas items can take a few weeks to arrive so please be patient. Most items will be dispatched using tracked delivery and you will receive the tracking information in an email. If you receive an item that you haven’t ordered, please contact us and we will look into the problem on a case-by-case basis. Payment All payments are secure and made through Paypal.com We do not have access to any of your bank details and no payment details are stored by us. Paypal is one of the safest ways to transfer money online. Please click the PayPal logo below for more information.