Your rights to return goods are protected under the EU Distance Selling Directive.
You are entitled to cancel your order and return the goods within 7 working days for a full refund, including the cost of delivery, provided that the goods are returned to us in the same condition that they were originally sent. Simply contact us by email or telephone quoting your order number. Your refund will be paid within 30 days. We recommend that you post your parcel via the post office, using a tracked delivery service. For larger parcels, you may find it cheaper to use an online service such as Parcels2Go. We also suggest that you use a service offering adequate compensation – this will ensure that you are covered in the unlikely event that your parcel goes missing in transit. Make sure you keep any postal receipts as this will ensure that you are covered in the unlikely event that your parcel does go missing. XOXCandles cannot be held responsible for any returns lost in the post.
This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or wrongly described.
If our products arrive damaged, photographs will very useful and help us to deal fully with your complaint. A refund or a replacement product will be offered to you.
For the return of goods other than those reported as damaged on delivery or goods sent incorrectly, the cost of returning the goods will be at your own expense. Initial charges for shipping to U.K and EU addresses will be refunded. The cost of shipping to other destinations may be refunded in accordance with relevant legislation.
If an incorrect product has been sent, we will happily refund the cost of your postage of the item and send out a replacement upon receipt of your return. Goods returned should be unused and in a saleable condition.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder
Sending it back to us?
Please email us for a reference number in the first instance, along with photographs if goods have been damaged, then return the goods along with your full name and address details to :