FAQ

You can place an order in one of two ways, either online or over the telephone.

Online

Shortly after you have placed an order with us by pressing the ‘Place Order’ button an email will be sent to you acknowledging the exact details of your order. Should you not receive an acknowledgment within 24 hours, please contact us on 01223 872002. Lines are open Monday to Friday 9.00am – 5.30pm (closed Saturday and Sunday),
or via email on info@nvcandles.co.uk

Over the Telephone

A member of our team will be delighted to help you place an order over the telephone, advise you on the range we offer on our website and help you with queries about payment.

We are available Monday to Friday 9.00am – 5.30pm (closed Saturday and Sunday). Please call 01223 872002.

Non-acceptance of an order may be a result of one of the following:

• The product you ordered being out of stock
• Our inability to obtain authorisation for your payment
• The identification of a pricing or product description error
• Failure to meet the eligibility to order criteria set out in the Terms and Conditions

We aim to dispatch your order within 2-3 working days. Orders will be dispatched by Royal Mail or Courier depending on size and weight. You should receive any standard delivery orders within 5-8 working days, which exclude Saturdays, Sundays and UK Bank Holidays. During busy periods and postal strikes this may take longer. Please note that at present we only ship within the United Kingdom.

We take payment from your card at the time we receive your order, once we have checked your card details and stock availability. Payment must be made with a valid credit or debit card acceptable to us. The address at which the card is registered must be the same as your billing address. The card associated with a given order cannot be changed once you have checked out. All credit cards and card holders are subject to validation checks and authorisation by your bank or card issuer. If the issuer of your payment refuses authorisation for payment of your order, we are not liable for any delay in processing your order.

Provided that we have processed and received payment in full for the products, ownership of an item will pass to you once we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour). When an item has been delivered, risk of damage to, or loss of the item passes to you. Please note that working days for us are Monday – Friday and do not include national UK bank holidays.

• Cancellations

You have a right to cancel your order placed with us
 until the goods have been packaged by us for despatch. Should you wish to cancel your NV order please contact us number on 01223 872002 or email us at info@nvcandles.co.uk immediately.

• Refunds

For any reason that you are not happy with your NV order, you have the right to return the goods within seven days of receipt.

All goods for return must be returned, unused and with the original packaging. You will be required to arrange and pay for return of the goods. When returning goods please include the packing slip that you received with them, so we can easily find your order and refund you accordingly.

We recommend that you obtain proof of postage, as we cannot accept responsibility for goods lost in transit. We will only refund carriage costs where the item is faulty. Any item sent back that is unwanted we will not refund the delivery costs. All unwanted items must be sent back in good condition and the packaging must not be damaged in any way.

Please note that if you have purchased your products via one of our stockists, you will need to arrange your return or exchange of the item(s) with them directly.

• Faulty and Damaged items

All our products are checked before leaving our premises but as we sell candle products, it is inevitable that items may get broken in transit. If you do find any damage with any items please contact us so that we can arrange a replacement of the damaged item.

If you should receive an item with a fault please call us on 01223 872002 or email us at info@nvcandles.co.uk.‪ Once your item has been returned and the fault confirmed you will be credited with the full purchase price of the item or a replacement sent out to you. If you paid by debit or credit card the card will be credited, you will need to send us proof of postage so that a refund for this can also be made.

If for any reason you have a complaint we will endeavour to do our best and resolve it with you.

• Cancellation by us

NV reserve the right to cancel your order if we have insufficient stock to deliver the goods you have ordered. You will be notified by e-mail and we will re-credit to your account any sum deducted by us from your credit card as soon as possible, but in any event within 30 days of your order.

While you are using this site, and during the ordering process, any information or data collected from you will be used solely for the purpose of processing your order and improving our service to you. We will never sell or disclose information to any third party whatsoever. Any information passed through this website is passed through a secure connection on the internet. If you wish your information to be removed from our database, this should be requested in writing to NV, Newton Hall, Town Street, Newton, Cambridge, CB22 7ZE.