Policies at Winter Wick

Service as It Should Be!

We want our customers to have the best online shopping experience so we've developed a fair and transparent store policy for our customers when purchasing our products. Read the following sections to find out more about how we ship or exchange products and how we secure your personal data and don’t hesitate to contact us if you have any questions!

Delivery policy

We aim to despatch your order within 2 business days for standard delivery orders.

Next day delivery orders will be despatched the same day for orders received by 2.30pm.

Next day delivery orders received after 2.30pm on a Friday will be despatched on the Monday except in the case of a bank holiday where it will be despatched on the next working day.

If there is a delay to your order in-house we will contact you to advise by telephone or email.

We offer free second class delivery on all orders.

First class and tracked delivery is free on orders over £40.

International delivery is chargeable. Please contact us directly for a quote.

Refund policy

We hope you will be fully satisfied with your purchase. However, if you are not satisfied with your purchase, you can return the product to us for a full refund within 14 days.

Damaged or Faulty Item

If the item is faulty or damaged upon receipt please contact us via the website chat function or email us at winterwickcandleco@yahoo.com with your order number and details of the fault. Please also provide us with a clear photograph showing the damage. We will then either replace the item or issue a refund via the original payment method used for the purchase.

Change of Mind

If you simply change your mind and wish to return the item please contact us via our website within 14 days of the order date. Please return the item unused and in its original packaging ensuring the item is sent to us within 14 days from the date of contacting us.

We recommend using secure delivery involving a signature as we cannot be held responsible for items lost in transit and will not process a refund until item is received.

You are responsible for paying your own postage costs to return the item to us.

We reserve the right to reject any returns or exchanges that do not meet these conditions.

This policy sets out how Winter Wick will manage your personal information.

When using this website you have the right to have your personal information treated in strict confidence. It is Winter Wick’s responsibility to ensure that all personal information is managed in accordance with the Data Protection Act 2018 and we will do this by lawful use of your information to fulfil sales contracts and issuance of marketing communications.

Winter Wick will collect information from you in the following ways:-

When you place an order via the website your information will be used for payment processing and delivery purposes.
When you subscribe to receive updates from Winter Wick your information will be used to send you those updates.
If you contact us via the website we will use your information to reply to your contact request.

Winter Wick will never sell or freely share your personal information with any third party.

Winter Wick will retain your personal information for the purposes of sending marketing information unless you inform us earlier that you no longer wish to receive that information from us.

You have a right to a copy of any information we hold about you. Should you require this please contact winterwickcandleco@yahoo.com.

Further information can be obtained from www.ICO.org.uk.

Updated September 2024.

All sales via this website are undertaken in England and these Terms and Conditions shall be governed, construed and interpreted in accordance with the laws of England and Wales.

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