Shipping & Delivery Policy (B2C + Trade)

This Shipping & Delivery Policy applies to orders placed on parkscandleslondon.com (the “Website”). Some sections apply to all customers, and some apply only to Consumers (B2C) or Trade Customers (B2B).

1) Order processing

·      Orders are processed Monday to Friday (excluding UK bank holidays).

·      We aim to dispatch orders as quickly as possible. Dispatch times may vary during peak periods, promotions, or where additional checks are required.

·      If an item is out of stock or there is a delay, we will contact you using the details provided at checkout.

2) Delivery options, costs, and estimates

·      Delivery options, costs, and estimated delivery times are shown at checkout.

·      Estimated delivery times are not guaranteed and begin from dispatch (not from the date the order is placed).

3) UK delivery

·      We deliver across the UK.

·      Where offered, any free-shipping thresholds or promotional delivery offers will be displayed at checkout.

4) International delivery

·      We may offer international delivery to selected destinations.

·      International delivery options, costs, and estimated delivery times will be shown at checkout (where available).

4A) Duties, taxes, and import charges (international)

·      If you are ordering for delivery outside the UK, your order may be subject to import duties, local taxes, customs fees, and/or handling charges.

·      Unless we state otherwise at checkout, these charges are your responsibility and are not included in the product price or delivery cost.

·      We cannot control or predict these charges.

5) Delivery address and access

·      You are responsible for providing a complete and accurate delivery address, including company name (where relevant), safe-place instructions (if applicable), and any access information.

·      If a delivery fails due to an incorrect or incomplete address, or because no one is available to receive the parcel, we may charge for re-delivery.

6) Split shipments

·      If your order contains multiple items, we may dispatch items separately.

·      Where possible, we will notify you if your order will be split.

7) Tracking

·      Where tracking is available, we will provide tracking details by email or via your account.

·      Tracking updates are provided by the courier and may not update immediately.

8) Receiving your delivery and inspections

Please inspect your delivery as soon as possible after it arrives.

8A) Consumers (B2C)

·      Risk passes to you when you (or someone you nominate) takes physical possession of the products.

8B) Trade Customers (B2B)

·      Risk passes to you on delivery to the address you provide.

·      You should check cartons and contents promptly to ensure the order is complete and in good condition.

9) Damaged parcels, missing items, or incorrect deliveries

If your order arrives damaged, incomplete, or incorrect:

·      Contact us as soon as possible with your order number and photos of:

o   the outer carton/packaging (including any damage)

o   internal packaging

o   the affected item(s)

o   the shipping label

9A) Reporting timeframes

·      Trade Customers (B2B): Please report damage or missing items within 48 hours of delivery, and incorrect items within 5 working days.

·      Consumers (B2C): Please report issues within a reasonable time so we can investigate quickly with the courier.

We may ask you to keep all packaging until the issue is resolved.

10) Lost parcels / “delivered” but not received

If tracking shows your parcel as delivered but you have not received it:

·      Contact us promptly so we can investigate with the courier.

·      We may request confirmation from the delivery address and/or additional information.

11) Delivery delays

Sometimes deliveries are delayed due to circumstances outside our control (for example, severe weather, courier disruption, peak seasonal volumes, or customs delays).

·      We will do what we can to support you and liaise with the courier.

·      Where a delay is significant, we will contact you with options where possible.

12) Refused deliveries and return-to-sender

If a parcel is refused, unclaimed, or returned to us due to an incorrect address:

·      We may refund the order value minus any delivery and return charges incurred, or

·      We may offer re-delivery (additional charges may apply).

13) Trade deliveries (additional notes)

·      Trade orders may be shipped in outer cartons suitable for transit and warehouse handling.

·      Palletised delivery (where offered) and any specific delivery requirements will be confirmed at checkout or in writing.

14) Contact

For shipping queries, please contact us using the details provided on the Website and include your order number.

15) Policy updates

We may update this policy from time to time. The version published on the Website at the time you place your order will apply to that order.