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 email@example.com. or 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 firstname.lastname@example.org.
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.
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.
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.
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.
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.
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.
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.
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 email@example.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.
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 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.
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 firstname.lastname@example.org or in writing to:
Primrose Hill Candles
26a Elsworthy Road
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 email@example.com or write to us at:
Primrose Hill Candles
26a Elsworthy Road
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.
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.
Is it safe to give you my email address?
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?
Will I be able to use your site if I have disabled cookies in my browser?
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.