Terms and Conditions

Last updated: 3 August 2026

These Terms and Conditions apply when you purchase products through www.simonejonescandlecompany.co.uk.

Please read them before placing an order. Nothing in these terms limits the rights given to you by UK consumer law.

1. About us

The website is operated by:

Simone Jones trading as Simone Jones Candle Company, a sole trader.

Business and postal address:
Waltwood Park Drive
Underwood
Newport
NP18 2HF
United Kingdom

Email: support@simonejonescandlecompany.co.uk

Throughout these terms, “we”, “us” and “our” refer to Simone Jones trading as Simone Jones Candle Company. “You” and “your” refer to the person placing the order.

2. Who may place an order

You must be at least 18 years old and legally capable of entering into a contract to place an order.

By ordering, you confirm that the information you provide is accurate and that you are authorised to use the selected payment method.

3. Products

We take reasonable care to describe and photograph products accurately. However:

  • Colours may appear differently depending on your screen

  • Handmade products may have small variations in colour, finish, fragrance or appearance

  • Packaging may change from time to time

  • Product measurements and burn times are approximate

  • Fragrance perception varies from person to person

These minor variations are part of the nature of handmade products and will not normally mean that a product is faulty.

All products are subject to availability.

4. Candle safety

Candles are products involving a naked flame and must be used carefully.

You agree to follow all safety and care instructions supplied with the product, including instructions to:

  • Never leave a burning candle unattended

  • Keep candles away from children and pets

  • Keep candles away from draughts, furnishings and flammable materials

  • Place candles on a stable, level and heat-resistant surface

  • Keep the wax pool free from matches, wick trimmings and debris

  • Trim the wick as instructed before burning

  • Observe the recommended maximum burn time

  • Stop using the candle when the label or container instructions tell you to do so

  • Allow the container to cool before touching or moving it

We are not responsible for damage resulting from failure to follow the supplied safety instructions, except where liability cannot legally be excluded.

5. Prices

Prices are shown in pounds sterling and include applicable UK taxes unless stated otherwise.

Delivery charges are displayed separately before you complete checkout.

We may change prices at any time, but changes will not affect orders that have already been accepted.

If a pricing error is discovered, we will contact you before dispatch. You may confirm the order at the correct price or cancel it for a full refund.

6. Placing an order

After placing an order, you should receive an electronic acknowledgement. This acknowledges receipt but does not necessarily mean that the order has been accepted.

A binding contract is formed when we send confirmation that the order has been accepted or dispatched, whichever occurs first.

We may decline or cancel an order where:

  • A product is unavailable

  • Payment cannot be authorised

  • The price or description contained an obvious error

  • We suspect fraud or misuse

  • Delivery cannot reasonably be made to the address supplied

  • The order breaches these terms or a purchase restriction

If payment has already been taken for an order we cannot fulfil, it will be refunded.

7. Payment

Payment must be made at checkout using one of the available payment methods.

Payments may be administered by Squarespace Payments, PayPal or their processing partners. Their own terms and privacy policies may also apply.

You remain responsible for any charges imposed by your bank or payment provider.

8. UK delivery

We currently deliver within the United Kingdom only.

Available methods, charges and estimated delivery times are displayed at checkout. Delivery estimates are not guarantees.

Please ensure that the delivery address is complete and accurate. We are not responsible for delays or additional costs caused by an incorrect or incomplete address supplied by you.

We will take reasonable steps to meet the estimated delivery timeframe. However, delays may occur because of courier disruption, adverse weather, peak seasonal demand or circumstances outside our reasonable control.

If delivery is significantly delayed, please contact us. Your statutory rights concerning late delivery remain unaffected.

Risk in the products passes to you when they are delivered to you, or to a person you have identified to receive them. Ownership passes once full payment has been received.

9. Local collection

Where local collection is offered at checkout, we will contact you or provide instructions confirming when and where the order can be collected.

Please do not arrive before receiving confirmation that the order is ready.

You may be asked to provide:

  • Your order number

  • The name used for the order

  • Confirmation of purchase

If another person will collect the order, please tell us in advance.

Orders must be collected within the stated collection period. If you cannot collect your order, contact us so that alternative arrangements can be discussed.

Risk in the products passes to you when the order is collected.

10. Your right to cancel

For most products purchased online, you have the right to change your mind and cancel from the date the contract is formed until 14 days after the day you receive the goods.

To cancel, email support@simonejonescandlecompany.co.uk with:

  • Your name

  • Order number

  • The products you wish to return

  • A clear statement that you are cancelling the contract

You do not have to use any particular wording or provide a reason.

UK distance-selling rules require customers to be informed of this cancellation right. UK Government online-selling guidance

11. Exceptions to cancellation rights

The change-of-mind cancellation right may not apply to:

  • Products made to your specifications

  • Clearly personalised or custom-made products

  • Sealed products that are not suitable for return for health-protection or hygiene reasons, once unsealed, where the legal exception applies

  • Products that have been inseparably mixed with other items after delivery

An item is not automatically excluded merely because it was handmade. The exception normally applies only where it was made to the customer’s specifications or clearly personalised.

Your rights concerning faulty, damaged or misdescribed goods are not affected.

12. Returning change-of-mind purchases

After telling us that you wish to cancel, you must return the products within 14 days.

Unless the product is faulty, damaged, incorrect or otherwise not as described:

  • You are responsible for the direct cost of returning it

  • You are responsible for packaging it securely

  • We recommend obtaining proof of postage

  • Products should be returned unused and in their original packaging where reasonably possible

Contact us before sending a return so that we can provide the correct return instructions.

You may handle products only as much as would reasonably be permitted in a shop. We may reduce the refund to reflect a loss in value caused by unnecessary handling.

Burning or extensively using a candle will generally go beyond what is necessary to inspect it.

13. Refunds following cancellation

Where you validly cancel the whole order, we will refund:

  • The product price

  • The standard outbound delivery charge

If you selected a more expensive delivery method, we are not required to refund the amount above the cost of the least expensive standard option.

We may withhold the refund until we receive the returned products or you provide evidence that they have been sent back, whichever happens first.

Refunds will normally be issued within 14 days of that date, using the original payment method unless otherwise agreed.

14. Faulty, damaged or incorrect products

Products must be of satisfactory quality, fit for their normal purpose and as described.

Please inspect your order promptly and contact us if an item is:

  • Faulty

  • Damaged in transit

  • Incorrect

  • Missing

  • Materially different from its description

Email support@simonejonescandlecompany.co.uk with your order number, an explanation and, where reasonably possible, clear photographs of the product and packaging.

We will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include replacement, repair, price reduction or refund.

If the goods are faulty or incorrect, we will cover reasonable return costs or provide suitable return arrangements.

Nothing in these terms removes your rights under the Consumer Rights Act 2015. The Government’s summary of the applicable return and refund rules is available in its consumer refund guidance.

15. Delivery damage

If a product arrives broken or damaged, please:

  • Avoid using it

  • Retain the product and packaging

  • Photograph the damage and outer packaging

  • Contact us as soon as reasonably possible

Do not handle broken glass with bare hands.

16. Gift cards

Where gift cards are available:

  • They may be used only through Simone Jones Candle Company

  • They cannot normally be exchanged for cash

  • No cash change will be given

  • Any expiry date or additional restrictions will be stated when the gift card is purchased

  • Your statutory rights remain unaffected

If the value of an order exceeds the gift-card balance, the remaining amount must be paid using another accepted method.

Gift cards should be treated like cash. Please contact us promptly if a digital gift-card code is received by the wrong person or is believed to have been compromised.

17. Discount codes

Discount codes:

  • Must be entered at checkout

  • Cannot be applied retrospectively

  • May have an expiry date or minimum order value

  • May be limited to particular products or customers

  • Cannot be exchanged for cash

  • Cannot usually be combined unless stated otherwise

We may withdraw or refuse a code where it has expired, been used contrary to its conditions or been obtained through fraud or misuse.

18. Product availability

If a product becomes unavailable after an order is placed, we will contact you. We may offer:

  • A reasonable alternative

  • A revised delivery date

  • Cancellation of the unavailable item

  • Cancellation of the whole order

We will not substitute a product without your agreement.

19. Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, such as courier disruption, severe weather, fire, flooding, industrial action, public-health emergencies or interruption of essential services.

We will contact you where appropriate and take reasonable steps to reduce the effect of the delay. This does not affect rights that cannot legally be excluded, including certain rights relating to seriously delayed delivery.

20. Our responsibility to you

We do not exclude or limit liability where doing so would be unlawful, including liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Breach of rights that cannot legally be excluded

  • Defective products where applicable law imposes liability

We supply products for domestic and private use. If you use them for commercial or resale purposes without a separate wholesale agreement, we are not responsible for commercial losses such as loss of profit, revenue or business opportunity, to the extent permitted by law.

21. Website information

We aim to keep the website accurate and available, but cannot guarantee that it will always be uninterrupted or error-free.

We may update, suspend or remove website content without notice. This does not affect orders already accepted.

22. Intellectual property

Unless otherwise stated, the website’s text, branding, photographs, graphics, product designs and other original content belong to Simone Jones Candle Company or are used with permission.

You may use the website for personal shopping purposes. You may not reproduce, sell, publish, modify or commercially exploit its content without written permission.

23. Privacy

Personal information is handled in accordance with our Privacy Policy, available on the website.

24. Complaints

If you have a complaint, please contact:

Email: support@simonejonescandlecompany.co.uk
Address: Simone Jones Candle Company, Waltwood Park Drive, Underwood, Newport NP18 2HF, United Kingdom

Please include your name, order number and an explanation of the issue. We will aim to acknowledge and resolve complaints fairly and within a reasonable period.

25. Changes to these terms

We may update these terms from time to time. The terms applying to an order will be those published when the order was placed.

26. Severability

If a court finds that part of these terms is invalid or unenforceable, the remaining provisions will continue to apply.

27. No waiver

If we do not immediately enforce a provision of these terms, that does not mean we have waived the right to enforce it later.

28. Third-party rights

These terms are between you and us. No other person has a right to enforce them, except where the law expressly provides otherwise.

29. Governing law

These terms are governed by the law of England and Wales.

If you live in England or Wales, the courts of England and Wales will have jurisdiction. If you live elsewhere in the United Kingdom, you may also bring proceedings in the courts of the part of the UK in which you live.