Terms & Conditions

Wicks Of Water Orton appreciate and value all of our customers and a positive customer experience is our number one aim. However, we are required to have terms and conditions which are detailed below.  By reading this you accept all Terms & Conditions stated here. If you do not agree then you should not use our website.

We reserve the right to make changes to our Terms & Conditions at any time without warning or prior notification. You should make note of our Terms & Conditions prior to making each new purchase on our website.

DATA PROTECTION

Wicks Of Water Orton will respect customer privacy at all times and we will never share your information with a third party. Your confidence is guaranteed.

DATA COLLECTION

As part of the order process, it is necessary for us to collect some personal information from you. This may include your name, address, phone numbers, email addresses and payment details.

We may use your personal information:

  • To process your order
  • To send you information about our special offer, promotions and updates (if you tick the box to express your interest in this)
  • To communicate with you regarding enquiries, complaints or sales

INTELLECTUAL PROPERTY

The content of our website, social media, promotional materials and emails including all text, trademarks, logos and any other design are protected by copyright laws in the UK.  Wicks Of Water Orton do not allow any unauthorised attempt to copy, modify, distribute or reproduce any content from our websites or social media outlets.

ORDERS

Once you have placed your order, we will package and post your item to the delivery address specified during your purchase. Please note that we cannot accept any responsibility for address mistakes. We ask that you check the address before completing your payment, especially where the delivery address is different to the billing address.

It can take up to 7 working days to process your order, during peak times. You will receive an email stating when we have received your order and another email once your item(s) have been dispatched.

PAYMENTS

Payment can be made via PayPal in their secure environment.  Please note that we do not accept cheques as payment. Paypal will accept Visa, Delta, Electron, EuroCard, MasterCard and Maestro (Switch) on our behalf.  Order requests will only be accepted should the payment transaction be completed with full payment.  Non-payments will result in order cancellation. No compensation will be offered for any payment fail situation.

DELIVERY

Wicks Of Water Orton use several different types of postal service providers, including the Royal Mail, DPD and Hermes.  We reserve the right to make the final decision on postal service provider used.

It can take up to 10 working days to receive your order, during peak times.  You will receive an email stating when we have received your order and another email once your item(s) have been dispatched. Your chosen delivery method will be on your email that you receive from us.

If it has surpassed the 10 working days from the point of order – please contact us as soon as possible. The tracking available to us as a company via the courier is only live for 3 months. If this has expired and you have failed to contact us within the 3 month time frame then we will be unable to assist you in your enquiry any further.

LIABILITY

By using this website or any of our products, you agree that you are at your own risk when using any Wicks Of Water Orton product.  We are not liable to any party in contract, tort or negligence for death, personal injury, damage, claim, loss or expenses (for example data, reputation, revenue, profit, business or contacts).

From time to time, our website or associated social media pages may contain links to other sites.  Wicks Of Water Orton assumes no responsibility for the content of such.

WARRANTY AND GUARANTEE

Due to the nature of our products, we do not guarantee any of our products or the information provided on our website and/or social media.  This includes candles/wax burner burn times (these can vary depending on the environment), burning tips, instructions and safety.  These points (including all others not mentioned here) are for guidance only.  We cannot and will not accept any responsibility for any misuse of our products.  Ultimate responsibility remains with the consumer for safe operations of candles and products.

CANDLE CARE

The Candle Care section of this website forms part of the Terms & Conditions of Wicks Of Water Orton.  By accepting the Terms & Conditions, you accept that the information contained within the Candle Care section has been read, understood and followed.  Furthermore, you agree to follow the safety instructions indicated on every product, and on additional leaflets given.

OUR WEBSITE

We will always try to allow access to our online services 24 hours per day however; we do reserve the right to close our site for essential upgrades at any time. We cannot guarantee the website will be fully functional at all times however, we will work to remedy any problems as they arise.

OUR MAILING LIST

Should you purchase one of our items and/or supply an email address to us at any time, we will store that information in our customer database.  We reserve the right to contact you until you ask us to stop.  Should you wish to be removed from our mailing list, please contact [email protected] and ask to be removed.  Please note that we will remove this for you as soon as possible therafter.

COMPLAINTS

Should you have any complaints or suggestions then please email us at [email protected] thank you.

Returns Policy

Please check your order and report and damage or discrepancies within 3 days of receipt.

We will accept returns on unopened, unused products that are in resalable condition up to 14 days from the point of purchase.  Return postage is at the customers own expense.

Please securely wrap and box up the items you wish to return (along with a note of your name, order number, returned item list and reason for return) and send to:

RETURNS, Wicks Of Water Orton, Cedar House, Coton Lane, B76 0DS

Once the return is received into our office, a member of staff will check each item returned.  Where your order was paid by credit/debit card, a refund can only be issued to the card used to make the purhcase.  Refunds can take 3-5 working days from the point of processing to clear into your account.  Orders paid for via PayPal will be refunded via PayPal.

If the package is lost or stolen on its way back to us, you are responsible for claiming compensation from the delivery provider responsible.

Items returned to us that arrive damaged or lost will not be credited.