Frequently Asked Questions

Help Us Help You

To help answer any queries or questions you may have about our online store, services and features we offer, we have compiled a comprehensive list of those most frequently asked questions. We hope you will find the answer you require. If not, please email Customer Services at info@primrosehillcandles.comor phone us at 07984885281.

How do I find the nearest retailer?

Please visit Stockists to find a retailer near you.  

How do I inquire about Corporate Sales?

Please contact us at info@primrosehillcandles.com.

How long do the candles burn?

If burned correctly, our candles burn for approximately 40-45 hours.

Are Primrose Hill Candles made in the UK?

Yes. Our candles are hand poured in the UK.

Terms & Conditions

Ownership Of Rights

All rights, including copyright, in this website are owned by or licensed to Primrose Hill Candles. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without our permission. You may not modify, delete, distribute or post anything on this website for any purpose.

Eligibility

In order to make a purchase through the Primrose Hill Candles website or to use some of the services or features made available to you on our website you will be required to register. When you register, you will be required to provide information about yourself including, but not limited to, your name, telephone number and email address, which is true, accurate, current and complete in all respects. Should any of your registration information change in future you are required to amend your personal online account immediately. We may change registration requirements from time to time. Furthermore, when ordering items, you will be required to provide payment details and you represent and warrant that the payment details you provide on ordering are both valid and correct and you confirm that you are the person referred to in the billing information provided.

The purchase of merchandise through the Primrose Hill Candles website is strictly limited to parties who can lawfully enter into and form contracts on the website in accordance with United Kingdom law.

Sale

All sale and promotional items have been displayed and available to buy at the original, higher price for at least 28 days online before being reduced to the reduced price. Some items within the sale are promotional, therefore the price of these items are subject to change and may increase after the sale period.

Delivery Offers

When offered free delivery applies to Standard UK delivery only; next day, express and international delivery options are excluded from this offer. Delivery of all orders will be within 3-8 working days.

Pricing Policy

We have taken great care in the preparation of the content of this website, in particular to ensure that the details, descriptions and prices quoted are correct at the time of publishing. However, we will only accept orders if there are no material errors in the description of the merchandise or its price as advertised on this website. 

Accuracy Of Content

The packaging may vary from that shown. The weights and dimensions are approximate only. We have made every effort to display as accurately as possible the colour of the products that appear on the website. However, as the actual colours you see will depend on your personal computer equipment, we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the merchandise on delivery. To the extent permitted by applicable law, Primrose Hill Candles disclaims all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website. We are not responsible for the content of any off-website pages or any other websites linked to or from this website. Links appearing on this website are for your convenience only and are not an endorsement by us of the content, products, services or suppliers connected therewith. We shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this website, in any off-website or in any linked websites.

Availability

All items are subject to availability. Validly stated prices on our website remain in effect for so long as the merchandise is available or as otherwise stated on our website. We will inform you as soon as possible if the goods you have ordered are not available.

Ordering Errors

You are able to correct errors on your order up to the point at which you click on ‘submit order’ on the final page of our ordering process.

Delivery

Deliveries can only be made within the UK and Channel Islands. Not all of our delivery options are available to all areas of the UK and Channel Islands. We will deliver the merchandise in accordance with the delivery option selected by you. Whenever referred to, working days exclude Saturday, Sunday and Bank holidays. Upon delivery of the merchandise to you, we will provide you with sufficient information to enable you to exercise your statutory right of cancellation and address any intended cancellation to the correct addressee or to return or exchange your merchandise. For further information please see the returns and the cancellation right sections within these terms and conditions.

Acknowledgement And Acceptance Of Your Order

We will notify you by email as soon as possible to acknowledge receipt of your order and to provide you with an order number. If we are unable to fulfill your order following this acknowledgement, we will contact you by email or telephone advising you of this. Our acceptance of your order will take place upon dispatch of the product(s) ordered. If you require any information concerning your order please email us at info@primrosehillcandles.com quoting your order number. We may not accept your order if an item you have ordered is out of stock, if we have identified a product or pricing error or if we are unable to obtain authorization for your payment. Please note that we reserve the right to reject any offer to purchase by you at any time.

Inspection

You should inspect the merchandise upon receipt and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us upon receipt that there is a problem or you cancel the order in accordance with your cancellation right and/or you return the goods in accordance with our returns policy and procedure. If you fail to take such action, we are not obligated to accept any rejection by you of the merchandise at a later date.

Your statutory rights are not affected.

Payment

Payment can be made by any of the following methods: Visa, Mastercard, American Express and PayPal. Payment will be debited and cleared from your account at the point at which your order is placed. You confirm that the credit or debit card being used is yours. Please note that all credit/debit cardholders are subject to validation checks and authorisation by the issuer of the card. If the issuer of your payment card refuses to pay or does not for any reason authorise payment to Primrose Hill Candles, we will not be liable for any delay or non-delivery of merchandise. We retain the legal ownership of all merchandise until full payment has been made by you and received by us and legal ownership of the merchandise will immediately transfer back to us if we refund any payment for the merchandise to you. Risk in the merchandise transfers to you upon delivery.

Legally Binding Contract

Please remember that when we accept your submitted order for merchandise on this website, there will be a legally binding contract.

Cancellation Right

Under the distance selling regulations you have the legal right to cancel your order within 14 working days from the date of receipt of the goods if you send us a notice of cancellation in writing and return the goods to us in their original, unopened and unused condition. For further details of how to return merchandise please see our returns policy and procedure. Where goods are delivered to a third party you may exercise your right to cancel if you are able to return the merchandise to us. You can submit your cancellation notice by email to our customer services department at info@primrosehillcandles.com or in writing to:

Primrose Hill Candles

26a Elsworthy Road

London

NW3 3DL

Your statutory rights are not affected.

Damage To Your Computer

We make every effort to ensure that our website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it won’t cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website and screen out anything that may damage it. Primrose Hill Candles will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

Limitation Of Liability

Primrose Hill Candles makes no representations or warranties in connection with this website, whether express or implied, including but not limited to warranties of satisfactory quality, non-infringement or fitness for a particular purpose, except to the extent such warranties are not legally excludable. To the fullest extent permissible we will not be liable for interruption of business; loss or damages of any kind incurred as a result of dealings with or the presence of the website or off-website links; access delays or access interruptions to the website; computer viruses, system failure or any malfunction which may occur in connection with your use of our website; any inaccuracies or omissions or misleading, false or deceptive statements in the content; or, any events beyond our reasonable control. Furthermore, to the fullest extent permitted by law we will not be liable for any direct, indirect, special, incidental, consequential or other damages of any kind related to your use of the website and in no event shall our maximum aggregate liability exceed one hundred pounds sterling.

Exclusions Of Liability

Any disclaimers and exclusions of liability in these Terms & Conditions shall not apply to any damages arising from death or personal injury caused by the negligence of Primrose Hill Candles or any of its employees or agents or fraud. These disclaimers and exclusions shall be governed by English law. If any provisions of these disclaimers and exclusions are deemed to be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Complaints & Submission of Information

If you wish to contact us to complain about any matter in regard to the merchandise, please email us at info@primrosehillcandles.com or write to us at:

Primrose Hill Candles

26a Elsworthy Road

London

NW1 8LJ

We welcome your enquiries or feedback on the merchandise you use or might like to purchase. However, it is our policy to decline any unsolicited suggestions or ideas. Any enquiries, feedback, suggestions, ideas or other information you provide to us (‘information’) will be treated as non-confidential and non-proprietary. Subject to our privacy policy, by providing us with any such unsolicited information you hereby grant Primrose Hill Candles a non-exclusive and royalty-free right to use, reproduce, modify, adapt, publish, sell, assign, translate, transfer, sub-license, create derivative works from, distribute and display the information in any form, media or technology and whether alone or as part of other works. You also agree that your information may not be returned and we may use your information and any ideas, concepts or know-how contained therein, for any purpose. Furthermore, if you send us any such information you represent and warrant that you own or otherwise are entitled to any and all rights to the information and that your information does not contain or constitute software viruses, commercial solicitation, chain letters, mass mailings or ‘spam’ in any form. You may not impersonate any person or entity or use any false email address or otherwise mislead Primrose Hill Candles as to the origin of the information submitted and you agree to indemnify Primrose Hill Candles and hold Primrose Hill Candles harmless from and against any claims arising from your claims and/or any third party´s claims to any rights in any such information.

Intellectual Property

The trade marks, logos and service marks (‘intellectual property’) displayed on our website are the registered and unregistered marks of Primrose Hill Candles, our affiliates, our licensors and/or our suppliers and are protected by UK and international trade mark laws. Except in connection with placing an order for merchandise or as required by applicable law, you may not use, reproduce, duplicate, copy, sell, resell, access, modify or otherwise exploit our intellectual property or that of our suppliers without our or their prior written consent.

Non-waiver

No failure to exercise and no delay on the part of Primrose Hill Candles in exercising any right, remedy, power or privilege of Primrose Hill Candles under these terms & conditions and no course of dealing between us shall be construed or operate as a waiver, nor shall any single or partial exercise of any right, remedy, power or privilege preclude any other or further exercise thereof or the exercise of any other right, remedy, power or privilege on the part of Primrose Hill Candles.

Other Legal Notices

There may be legal notices on other areas of this website which relate to your use of this website, all of which will, together with these Terms & Conditions govern your use of this website.

Changes To Legal Notices

We reserve the right to change these Terms & Conditions from time to time and we encourage you to review them as often as possible. Any changes are effective immediately upon posting to the website.

Law, Jurisdiction And Language

This website, any content contained herein and any contracts entered into as a result of usage of this website are governed by English law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

These terms & conditions do not affect your statutory legal rights.

Privacy Policy

Is it safe to give you my email address?

In order to make a purchase through the Primrose Hill Candles website you will be required to register. When you register, you will be required to provide information about yourself including your email address. We will use this information to acknowledge your order and to communicate with you if there is any issue regarding the fulfillment of your order. We will not send you any unsolicited materials unless you indicated that you wanted to receive more details about merchandise, offers and events etc. when you registered. Any information we collect about you is held with the utmost care and security. Please see our Privacy Policy for details.

Why do you want my name, address, email address, telephone number etc?

Primrose Hill Candles asks for these details so we can enhance your experience of using our site, provide you with the goods and services you request, enable us to fulfill your order and make sure it is delivered correctly and to contact you in case there is a problem with your order. If you have agreed, we will contact you to keep you up to date on our latest products, promotional offers and in-store events.

Is it safe to use my credit card on your web site?

We use the latest strong encryption technology to ensure that all transactional information is protected to the highest standard. Transactional information includes any credit or debit card details, your personal contact information, together with any other names and addresses you provide when you place an order for delivery to another address, and your purchasing history. If you have given your consent prior to entering the details required for the ordering process, our web site will retain your account details such as your name, address, email address and purchasing history. Each time you log into your account to create a new order you must re-enter your credit card details. Please see our privacy policy for further details.

Do you use cookies on your web site?

The Primrose Hill Candles online ordering system uses cookies to record a unique reference on your computer. This means that we can recognize your computer when you access www.primrosehillcandles.com and log into your account with your user name and password. We will not use cookies without your prior consent so you have the option of choosing whether or not you would like our website to remember your details before you enter the delivery options section of our ordering process. The use of cookies allows us to remember the goods that you placed in your shopping bag and saves you having to enter the basic contact information that you provided us with on setting up your account. Our cookies do not remember your credit card details.

Will I be able to use your site if I have disabled cookies in my browser?

You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser’s preferences which is usually found in the Edit menu.

What if I have forgotten my password?

Simply click on the Forgot Password link on the register or login page and an email containing your decrypted password will be sent to the email address you originally provided.