Shipping & Returns Policy
Shipping Information
Please give 2-4 business days for all orders to be processed and shipped. Orders will be shipped by Royal Mail, Second Class.
Purchases made on weekends and public holidays are processed the following business day. Once your order is dispatched, you will receive your tracking number via the email entered at checkout.
Please note that due to ongoing postal strikes and industrial disputes, Royal Mail is overwhelmed, which may result in some deliveries taking longer than usual.
*Shipping times do not include dispatch times, during high volume periods & sales dispatch times may vary.
Return Policy
We want you to love your purchase. If for any reason you're not completely satisfied, you’re welcome to return your item within 30 days of receiving it for a refund or exchange. To be eligible, the item must be unused, in its original condition, and returned in its original packaging.
Initiating A Return
To initiate a return, please contact us at info@atocandles.co.uk
Once your return has been approved, you will receive instructions on how to proceed with your return.
Refund
Refunds will be issued to your original payment method after we’ve received and inspected your return. Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
Damages
All of our products are carefully inspected before they are shipped and are always adequately packaged with handling & transit in mind. While we do take care when packaging your order, damages can happen. If your order arrives in an unusable state, please contact us at info@atocandles.co.uk with a photo of the damaged product & shipping box within 48 hours of receiving it. A damage claim will be filed with the shipping carrier, and we will work together to find a solution to your damaged product. In most cases, a replacement is sent once the claim has been initiated & approved.
Missing Packages
Once a package has been passed off to the mail carrier, ATO Candles is no longer responsible. If a package is marked as 'Delivered', but you are unable to find it, you must reach out to the mail carrier to assist with tracking it. Unfortunately, we are unable to do anything on our end. The carrier will most likely request that you submit a claim. Should you need any additional information from us to process said claim, we are more than happy to assist.