Help

If you do have any questions regarding delivery, products etc please e-mail us at help@candlelightcraft.co.uk and we will be happy to reply and post the most asked questions in our FAQ

CREDIT CARD PAYMENTS

We are in the process of changing credit card processing companies due to the present company taking longer then we would like to issue refunds, we already have a new processing company lined up but it will take a few days for everything to be in place. Until that time we are unable to take credit card payments. If you paid for an item and are awaiting a refund due to the item being out of stock this will not affect your refund being issued. All refunds will still be issued via our old processing company.

Pay Offline Questions

Q. How much does it cost to make a purchase using PayOffline?
A. Nothing

Q. How do I know the PayOffline web sites are safe?
A. All participating web sites are approved and credit checked by PayOffline prior to joining the scheme so you can be confident that they are genuine sites. Please see our terms and conditions for more details.

Q. I don’t have a printer – how can I use PayOffline?
A. If you don’t have a printer, just make a note of the barcode number and the amount payable that appears on your screen and ask the retailer to key this in manually instead of scanning the barcode.

Q. I’ve lost my barcode – what can I do?
A. You can request for the barcode to be re-sent to you by going back to the site where you have made your purchase

Q. I’ve lost my barcode – am I at risk?
A. Your barcode contains no personal details about you – only your transaction. If someone finds your barcode, all they can do is pay for your purchase.

Q. Does PayOffline delay the completion of my online purchase?
A. Unlike other methods of payment, where a credit or debit card is being used to make an online purchase, your delivery will be dependent on when you make your payment.

General Questions

Q. Do we deliver outside the UK

A. At the moment we only ship to the UK

Please Note we cannot accept cheques or postal orders from outside of the UK, this is because of extortionate bank charges to convert them into UK currency as a result it would either mean charging alot more for international orders who pay by cheque or taking a loss and we are not really prepared to do either, so please either pay by credit card or pay pal if you are outside the UK.

Q How can i pay

A You can pay by pay offline (see above Q & A), cheque (UK only) or postal order (UK only), if you are paying by cheque your order will not be despatched until the cheque has cleared our bank, if paying by postal order we suggest you send it recorded delivery as we cannot take responsibility for cheques or postal orders lost in the post, your order will be placed once we have received the postal orders, all cheques and postal orders should be made payable to Nicholas Roe and posted to the registered Candlelight Craft Ltd address in the contact us section. At the moment we are in the process of changing credit card processing companies until this is sorted we are unable to take credit cards.

Q What if my item is out of stock

A If you have ordered and payed for something that is out of stock we will write to you via e-mail informing you of which item is out of stock and give you the options to either wait for the item to be back in stock, choose another item or give you a refund, if you prefer to choose a different item you should let us know the item number via e-mail so you don't have to pay delivery twice, if the item is more then the out of stock item we will send you a paypal money request via e-mail for the difference, the item will be added to your order once we have received comfirmation off paypal that the money has been received , if the item is cheaper then the out of stock item we will refund the difference. If we do not hear from you regarding the out of stock item within a couple of day we will automatically refund you for that item and cancel it from your order.

Q. What if i can't find what im looking for

A. If you can't find what you are looking for you should e-mail us at help@candlelightcraft.co.uk and we will do our best to find the item/s you require as the website is new there are still lots of items that we will be selling that have not yet been put on the website.

Q. How long does it take for delivery

A. Delivery will vary depending on the items ordered as some will come straight from us and others from our suppliers, so we would advise to allow up to 28 days for delivery, although most things will be delivered long before the 28 days is up.

Q. Can i cancel my order.

A. Yes of course, you can cancel your order at anytime between the time you order and the time your goods are despatched, if money has already been taken you will be given a full refund. If you cancel your order and the goods have already left the premises and are in transit to you, you can return your order within 7 working days of receipts in its original packaging undamaged, so please open your goods carefully as we cannot accept returns under these circumstance if the product packaging or product is damaged as we need to be able to re-sell the product in perfect condition. Once we have received the item in its original condition we will refund you for the cost of the good only and not the postage costs.