Delivery and Returns

Delivery and Returns
General Customer and Trade Customers

Delivery is automatically calculated at checkout based on location, order weight, and total spend. We aim to dispatch orders within 1-3 days (2-4 weeks for trade)

Please allow us the time to be busy in our candle kitchen making, preparing and packing your orders on top of the shipping delivery service. We aim to dispatch all orders within 3 working days (B2C), if your order is urgent please contact info@norfolkmeltingpot.co.uk. Thank you!

Shipping ZonesCustomer: Royal Mail and UPSTrade/Wholesale: UPSMainland UK and Ireland

• Free Standard Delivery on orders + £30
• Royal Mail Tracked 48 = £4.95
• Royal Mail Tracked 24 = £5.95
• UPS Next Day = £6.00
• Free Delivery on orders + £350 (trade)
• Orders under £350 = £12.00 (trade)

Ireland, Belgium, France, Germany, Luxembourg, Monaco, Netherlands, Czechia 

• UPS Delivery = £10.50
• 0-10kg = £8.00
• 10-20kg = £10.50
• 20-30kg = 20.00
• 30-40kg = £30.00
• 40kg + = £40.00

United States, Canada, Mexico

UPS Delivery

• 0-2kg = £17.00
• 2-5kg = £27.00
• 5-10kg = £45.00
• 10-20kg = £55.00
• Delivery quote will be calculated manually. We will be in touch to confim.

Guernsey, Iceland, Jersey, Norway, Switzerland

• UPS Delivery = £20.00
• Delivery quote will be calculated manually. We will be in touch to confim.

International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.

Returns and Exchanges

We are sorry that you need to return your order.

We are happy to refund your products within 14 days of purchase. Simply send your items back to us in 'NEW CONDITION' and we will refund your original payment method within 7 working days. If your items are not in like new condition, we reserve the right to partially refund. We will not accept any products that have been used. Unfortunately we will be unable to accommodate any refund if it appears that your candle has not been burnt correctly in line with our candle care instructions. We strongly advise that these are read upon purchasing to ensure the best possible burning experience. We do not take responsibility for return postage costs, and initial postage costs will not be refunded. 

HOW TO RETURN YOUR ITEMS -

1. Contact us to talk about what you are returning and your reasons for the return to info@norfolkmeltingpot.co.uk.
2. Send your return to 18 New North Road, Attleborough, Norfolk NR17 2BJ
3. We will refund your original payment method in line with our RETURN POLICY terms.

International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.

TRADE RETURNS 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, items must be in the same condition as received, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@norfolkmeltingpot.co.uk If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@norfolkmeltingpot.co.uk

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right where possible. We will ask for evidence of damaged items in the form of an image to be able to issue a refund or exchange for the product.

Exchanges
The fastest way to ensure you get what you want is to return the item you have once you have contacted a member of the team, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Any claims regarding damages, exchanges, or refunds must be requested within 7 days of items received. 

International orders - Any additional Duty, Customs or VAT will be payable by the receiver. Due to the current cost of postage fees, Vat and Duty. We can only offer a refund for any damages made during transit. We will not be able to send replacements to any international addresses.