Candle Subscription

All our products are carefully boxed in sustainable materials and packaged to withstand transportation. Cost of shipping is based on price and weight of our products which can be viewed at checkout. Orders will be delivered by DPD or Royal Mail.

Orders are delivered to the address provided and cannot be changed once information has been provided. You will receive a tracking number via email after checkout.

We also offer local pick-up to which can also be selected at checkout and we will arrange a time/date with you for collection.

Our products are handmade for every order. Orders received are typically processed within 3-5 working days, but we will always aim to process your order as soon as possible. If there is a delay for any reason, we will be in contact with you immediately to inform you of this. 

At Randall & Newson, all of our products are handmade to order and we truly hope you love them. However, if for some reason you do not, we do accept returns. Please submit a return request to hello@randallandnewson.com within 14 days of purchase.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

As we are a small business, Randall & Newson Ltd do no cover the postage cost of returned items. 

If an item is damaged in transit please notify us on receipt. We can exchange the product for the same item you purchased, please provide proof of purchase and images of the damage product with your request.

To start a return, you can contact us at hello@randallandnewson.com. 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 question at hello@randallandnewson.com.

Damages and issues
Please inspect your order upon reception 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.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, 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.