shipping, delivery + damages policy

All of our goods are shipped on a next day, fully tracked service with our courier UPS or Pallet courier - we only send large quantity orders on a pallet and all goods are insured to the value of items. Due to the fragile nature of our goods we will not use any other courier besides UPS, DPD or select pallet courier to ship your items. Packages are insured to the value of contents and you will be notified the day prior to delivery. For full up to date information on the progress of your package please check the tracking information however should you have any issues please let us know as early as possible and we will do our best to help you!

In the very rare circumstance that your package is damaged, missing or broken in transit we ask that you notify us within a 72 hour timeframe so we can speak direct to the courier and attempt to resolve the situation. We kindly ask all customers check their shipping address before ordering to ensure this is correct, for items that are sent to the wrong address and go missing we are unable to issue any refunds for. Damages/loss reported after this stage are not liable for a refund or replacement.

Packaging

All of our packaging used to protect your parcel is entirely plastic free, from the paper tape, to FSC certified boxes, recycled shredded card and biodegradable starch peanuts. We are proud to be an eco friendly company and are always looking for ways we can be more eco conscious. We do when necessary use bubble wrap to best protect items and encourage customers to re-use this.

Surcharge Regions

Should you live in a surcharge region, including but not limited to - Inverness and the Scottish Highlands your goods will be shipped with an alternative service to UPS but still fully tracked. We receive a £20 charge per parcel delivered to these regions. If your area is within this surcharge postcode this will show at checkout.

Damaged Items

Any transit damage must be reported within 72 hours of receiving the item, along with supporting photographic evidence. This timeframe is essential to allow us to file a claim with the courier and investigate the issue. Failure to report transit damage promptly or to provide the required evidence will prevent us from raising a claim with the courier, and as a result, a refund or replacement cannot be processed. Please review our below Damages Policy to see what applies and how we resolve damages. All of our products are QC checked prior to dispatch and any items with damage on receiving is deemed to be a result from the transit process.

If delivery is missed, UPS will attempt delivery up to three times. If the final attempt is unsuccessful, the goods will be returned to us. We will not release the items for re-shipment until payment for the re-delivery is received. If payment is not received within 7 working days, we will cancel the order. Please note, bespoke and custom-made orders are non-refundable as they fall under tailor-made goods and services. We will hold the parcel until you contact us to arrange a re-delivery.

We are not liable for damage that occurs after multiple delivery attempts. We provide tracking information to you once your items are dispatched, so it is your responsibility to ensure that someone is available to accept delivery and to track the progress of your parcel. Additionally, we are not liable for any damages that may occur if goods are returned to us after multiple delivery attempts. Since the goods will be handled several times, any resulting damage is not our responsibility, and we cannot issue refunds for items that arrive broken following these attempts.

We are not liable if you provide an incorrect shipping address. If your items become lost due to an incorrect address, we cannot issue a refund or replacement. Please double-check your address before placing your order. If you notice any errors after placing the order, please notify us as soon as possible, and we will update the address accordingly. Once your goods have been dispatched, we are unable to redirect parcels or make address changes.

Damages Policy

At Own we strive to ensure that every product arrives in perfect condition. However, we understand that damages can occur during transit and are at times completely unavoidable. Below, we have outlined our damages policy which categorises damages into two levels: Minor Damage and Significant Damage and specifies what is covered and the actions we will take to resolve these issues. Please note, damages are assessed on a case by case basis and the outcome will vary dependant on the circumstance. Our damages policy serves as a guide for what to expect if your items arrive damaged.

Minor Damage

Minor damage is defined as superficial or cosmetic issues that do not compromise the product's overall functionality or use. Products deemed as having minor or cosmetic issues are not replaced. Minor damage includes:

  • Small Leakage of Diffuser Bottles (up to 5ml): Replacement oil will be provided to you to fill into the affected product, Our diffusers are typically overfilled and never underfilled.

  • Cosmetic Markings on Labels: Replacement labels will be provided when required and a re-print of these labels will be covered by us.

  • Minor Denting on Boxes/Packaging: Replacement boxes will be provided for the quantity affected.

  • Bent or Damaged Reeds: Replacement reeds will be provided to you.

Significant Damage

Significant damage refers to severe issues that affect the usability of the product. Products with Significant Damage are either partially refunded, fully refunded or a credit voucher is issued. Cases of Significant Damage include:

  • Smashed or Broken Products: Partial Refund, Refund or credit voucher for the affected item will be issued

  • Significant Leakage Resulting in Overall Product Damage: Partial Refund, Refund or credit voucher for the affected item will be issued

  • Chipped or Damaged Glassware/Bottles: Partial Refund, Refund or credit voucher to be issued.

  • The melting of items in transit: Partial Refund, Refund or Credit Voucher to be Issued

Reporting Damages

To process claims efficiently, the following criteria must be met:

  • Photo Evidence - Sufficient photographic evidence of the damage must be provided, failure to provide this evidence will result in us being unable to assist in the damage process.

  • Quantity Confirmation - A clear statement of the total quantity of items affected must be included. Failure to provide this to us will result in us being unable to assist in the damage process.

  • Reporting Timeframe - Damages must be reported within 72 hours of receiving the goods. Reports made after this time are subject to review and may not be considered.

  • Reporting Channel - Submit claims via email at hello@owncandleco.co.uk

Exclusions

Our damage policy applies only to items damaged during transit. The following are not covered:

  • Damage While in Your Care - Items damaged due to improper handling or storage (e.g., exposure to extreme temperatures or humidity) after delivery.

  • Wear and Tear - Natural aging, such as fading labels or minor handling wear, is excluded.

  • Unhappy with Chosen Scent - We recommend testing the product in the chosen format before purchasing a full batch. Oil samples are available for purchase and physical products are available on a quote basis charged at a flat rate. Please email us - hello@owncandleco.co.uk to order physical samples.

  • Label Finish/Design Concerns - All designs are approved by you prior to production. Label finishes and sample packs can be provided upon request.

  • Label Placement Variations - Slight variations in label placement may occur due to the handmade nature of our products and are not deemed a fault or damage.

Shipping & Returns If Required

  • Replacements Shipping Costs: We cover shipping costs for replacement items due to damages reported as per the above criteria.

  • Return of Damaged Items: Return of damaged items is not required unless specifically requested during the claims process.