Shipping & Returns Policy

Standard Shipping & Returns Policy (UK and International)

Shipping Policy

  • Processing Time: All orders are processed within 3-7 business days from when the order has been placed. Please note that orders are processed subject to UK public holidays and affairs.

  • Delivery Times:

    • Standard Delivery: Delivery within 3–5 working days.

    • Express Delivery: Delivery within 2-3 working days, depending on the service provider.

  • Shipping Costs: Shipping fees are calculated based on your order's weight, size, and destination. We offer free standard shipping on orders over £40. Standard delivery typically costs £4.99 for all UK orders. Shipping costs outside of the UK will vary.

  • Tracking: Once your order has been dispatched, we will provide a tracking number to monitor your shipment.

  • International Shipping: We offer international delivery to most countries at an additional cost. Delivery times vary depending on the destination country.

Returns Policy

1. Returns Eligibility

We accept returns for products that meet the following conditions:

  • Incorrect or Damaged Items: If you received a product that is damaged, defective, or incorrect, we will gladly offer a return or exchange.

  • Received the wrong item/scent: In the unlikely event that you receive the wrong item or scent selection, we will gladly offer a return or exchange.

2. Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following:

  • Opened or Used Candles: Once a candle has been opened or used, it cannot be returned, unless the product is faulty.

  • Scent Discretion: Scent selection is based on consumer preference and will be unfair to pour. to request a return. We advise that you take thorough diligence by reading the scent description to assist with your product/scent selction.

  • Custom or Personalised Candles: Any personalised candles (e.g., custom labels or scents) are non-returnable unless they are defective.

3. Return Period

  • 28 Days: You have 28 days from the date of delivery to initiate a return. After this period, unfortunately, we are unable to process returns or exchanges. Refer to Clause 8 for more information.

4. Return Process

To return an item, follow these steps:

  1. Contact Us: Please reach out to our customer support team at hello@pour-home.co, providing your order number and the reason for the return.

  2. Return Authorisation: We will guide you through the return process and issue a return authorisation if applicable.

  3. Packaging: Please carefully pack the item in its original packaging to prevent damage during the return shipping process.

  4. Shipping the Return: Send the return to the address provided by our customer service team. You will be responsible for the return shipping costs, unless the item is faulty or damaged. We advise you to send your item tracked using a trusted courier such as Royal Mail UK.

5. Refunds

  • Processing Time: Once we receive and inspect the returned item, we will process your refund within 3-5 business days.

  • Refund Method: Refunds will be issued to your original payment method.

  • Shipping Costs: Original shipping charges are non-refundable, unless the item is damaged or faulty upon arrival.

6. Exchanges

Exchanges are only valid in the unlikely event that you have received the wrong item/scent. Please contact our customer services team hello@pour-home.co.

7. Faulty or Damaged Items

If you receive a damaged or defective candle, please contact us immediately with photos of the damage. We will arrange a return and offer you a full refund or replacement at no additional cost.

8. Late Returns

If your return request is made after the 28-day return window, we reserve the right to decline the return unless a fair or valid reason is provided, the pour. team will use reasonable endeavours to assist with your request. We value and honour our customers support and will aim to provide the same back.

9. Contact Us

If you have any questions or concerns regarding your order or the returns process, please do not hesitate to contact us using your select contact preference stated below:

pour.
Email: hello@pour-home.co
WhatsApp Business: 07522 857 313