Shipping Policy
Shipping Policy
Shipping & Returns Policy
Shipping Information
At Dancing Flame, we aim to dispatch all orders quickly and securely from our UK premises.
Delivery Charges
* Orders under £40.00: £6.00 delivery charge
* Orders over £40.00: FREE UK delivery
Dispatch Times
* Orders are usually dispatched within 1-2 working days.
* Orders placed on weekends or bank holidays will be processed on the next working day.
* During particularly busy periods, dispatch times may be slightly longer.
Delivery Services
We use trusted delivery partners, including Royal Mail Tracked services, to ensure your order arrives safely and securely.
Where applicable, tracking details will be provided once your order has been dispatched.
Delivery Areas
We currently deliver throughout the United Kingdom.
If you require delivery outside the UK, please contact us before placing your order.
Order Accuracy
Please ensure that your delivery address is correct when placing your order.
Dancing Flame cannot be held responsible for delays, non-delivery, or additional costs arising from incorrect address details supplied by the customer.
Returns Policy
We want you to be completely satisfied with your purchase.
Your Right to Cancel
Under UK consumer legislation, you have the right to cancel your order within 14 days of receiving your goods.
To exercise this right, you must notify us within the 14-day cancellation period.
Items must be returned unused, unopened where applicable, and in their original packaging.
Engraved & Personalised Items
Orders for engraved or personalised products cannot be cancelled once production has commenced.
Customers are responsible for ensuring that all engraving details, including names, dates, spellings, punctuation, and messages, are correct at the time of ordering.
Dancing Flame will engrave the information exactly as supplied by the customer and cannot accept responsibility for any spelling mistakes, grammatical errors, incorrect dates, or other inaccuracies provided during the ordering process.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.
We may request photographs of the item and packaging to help us resolve the issue quickly.
Where a product is confirmed as faulty, damaged, or incorrectly supplied, we will offer a replacement, repair, or refund as appropriate.
Non-Returnable Items
The following items cannot be returned unless faulty:
* Personalised or engraved products
* Custom-made items
* Products altered to your specification
* Consumable products that have been opened or used
Additional Hygiene & Fragrance Products
For hygiene and quality control reasons, the following products cannot be returned once opened, used, or unsealed unless they are faulty:
* Incense sticks
* Incense cones
* Smudge products
* Palo Santo products
* Candles
* Wax melts
* Fragrance oils
* Any other scented or consumable products
Please ensure you are happy with your purchase before opening the packaging.
This does not affect your statutory rights.
Return Postage Costs
If you are returning an item because you have changed your mind, return postage costs are the responsibility of the customer.
If the return is due to our error or because an item is faulty, damaged, or incorrectly supplied, we will cover the reasonable return postage costs.
Refunds
Refunds will be processed within 14 days of receiving and inspecting the returned goods.
Refunds will be made using the original payment method wherever possible.
Lost or Delayed Deliveries
If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate with the delivery carrier and provide any available tracking updates.
Royal Mail and other delivery carriers have specific timeframes before an item can be officially classed as lost. Unfortunately, we are unable to accelerate or bypass these procedures and must follow the carrier’s claims process.
In our experience, items occasionally arrive after being reported as delayed, and in some cases after replacement items have already been dispatched. For this reason, we are unable to issue replacements or refunds until the delivery carrier’s official lost-item timeframe has been reached.
Once the carrier confirms that an item is lost, we will work with you to provide a suitable resolution, which may include a replacement or refund at our discretion.
Contact Us
If you have any questions regarding shipping, returns, or your order, please contact us using the contact details provided on our website.
We are always happy to help and will do our best to resolve any issues quickly and fairly.
Thank you for shopping with Dancing Flame.