Shipping Policy
At OWL, we believe the arrival of your package should be the beginning of a ritual. Each candle is hand-packed with care to ensure it journeys safely from our studio to your sanctuary.
1. Dispatch & Processing
Because our candles are artisanal and poured in small batches, we take extra time to inspect each one before it leaves us.
Standard Processing: 3 business days.
Peak Seasons: During holidays or new collection launches, please allow up to 3 business days for dispatch.
Tracking: You will receive a notification with a tracking link as soon as your OWL candle begins its flight.
2. UK Shipping Options (Royal Mail 2026)
We utilize Royal Mail to provide reliable delivery across the UK. The OWL is using 2nd Class Royal Mail Tracked 48 Delivery aim 2-3 working days (Mon- Sat)
3. Safe Passage (Fragile Items)
Candles are beautiful but delicate. We use reinforced, eco-conscious packaging to protect the glass and wax from temperature shifts and transit bumps.
Damaged Goods: In the rare event that your candle arrives cracked or damaged, please contact us within 48 hours of delivery. Include a photo of the damaged item and the box, and we will arrange a replacement immediately.
4. Shipping Rates
Calculated at Checkout: Rates are based on the total weight of your order to ensure you pay the fairest price.
Free Shipping: Enjoy complimentary Tracked 48 shipping on all orders over £50.
5. International Orders
Currently, OWL only ships within the United Kingdom. We are exploring international shipping options to bring our light to the rest of the world soon.
Refund Policy
Absolutely. Here is the professional English version of the Refund & Returns Policy for OWL, tailored for a marketplace setting and compliant with 2026 UK consumer standards.
OWL Refund & Returns Policy
At OWL, we strive to ensure every candle brings wisdom and tranquility to your space. If you are not entirely satisfied with your purchase, we are here to help.
1. The 14-Day Guarantee
In accordance with UK Consumer Rights, you have the right to change your mind:
Notification Period: You have 14 days from the date of delivery to notify us that you wish to return your item.
Return Period: Once you have notified us, you have an additional 14 days to ship the item back to our studio.
2. Condition of Returns
To be eligible for a refund, your OWL candle must be in the same condition that you received it:
Unused & Unlit: The candle must be unlit with the wick untrimmed.
Original Packaging: The item must be in its original box with all protective inserts and labels intact.
Exclusions: We cannot accept returns on used candles, digital gift cards, or bespoke/custom-blended scents unless they arrive damaged.
3. Damaged or Defective Items
We take great pride in our "Safe Flight" packaging, but we understand that glass and wax can be fragile during transit.
Report within 48 Hours: Please inspect your order upon arrival and contact us within 48 hours if the item is defective or damaged.
Proof of Damage: To expedite a replacement or refund, please attach a photo of the damaged item and the shipping box to your email.
Resolution: Once verified, we will send a replacement immediately at no extra cost to you, or issue a full refund.
4. Refund Process
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–10 business days.
5. Return Shipping Costs
Change of Mind: For standard returns, the buyer is responsible for paying the return shipping costs. We highly recommend using a trackable shipping service (like Royal Mail Tracked 48), as we cannot guarantee that we will receive your returned item.
Faulty Items: If the return is due to a mistake on our part or a defective product, OWL will cover all shipping costs.