Shipping & Returns
The time I take to prepare and dispatch an item varies up on the product, at the moment I am working at a 2-4 week dispatch time. Themed boxes and mini sets may have longer dispatch times due to items being made to order. Please see individual items for more information or message me if you have any questions.
I offer worldwide shipping! I post parcels using Royal Mail, all shipping costs are out of my hands and reflect the cost of posting + the cost of the packing materials. I make no profit on shipping costs.
I now offer the option to upgrade shipping from standard to tracked (or signed for in UK). If you are at all concerned about the your parcel reaching you, I encourage you to upgrade to tracked.
If your order is delayed or lost and you have selected standard shipping, I can not track your item or find out any information regarding its status. If after the designated time it still has not arrived, I can then get in touch with the mail carrier to inquire about compensation.
If you have selected tracked and your parcel is delayed or lost, I can locate it much easier.
Your shipping price is calculated based on the weight of your order. When a parcel goes over 2kg, the shipping price jumps, it may be beneficial to put through 2 separate orders in order to keep postage prices low.
All US and Australian orders will automatically receive tracked shipping on all orders.
Customs and import taxes
Due to Brexit, international orders may now be subject to customs and import taxes. This is out of my control. Buyers are responsible for any customs and import taxes that may apply.
I am not responsible for any delays due to customs.
Return & Exchange Policy
Unfortunately, I do not offer refunds or exchanges on items.
If you place an order and wish to cancel, please contact me within 24hrs of purchase.
If an order arrives damaged, please take photos of the item and the packaging. Without these, I can not put in a compensation claim with the mail carrier to receive a refund. If you provide photos, I am happy to replace or refund the damaged item.
Customer care is one of my top priorities, without you I wouldn't be able to run Ember Stag Candles. It is my aim to give you the best experience when purchasing from my store. That includes using the best base ingredients to make the candles and wax melts and sourcing from a great supplier for your tea.
All candles are made using a blend of eco, vegan coconut soy wax, I use the highest quality fragrance oils, dyes and eco wicks. My jars can be reused after your candles have burned. I also try hard to use all biodegradable packing, recycling newspaper to pad your boxes and biodegradable bubble wrap. If you receive packing peanuts in your order, these have been reused from orders I have received.
If you ever have any questions or concerns about my products, your order or just want to reach out please do not hesitate to contact me!
Privacy & Safety
Personal information is never used for anything other than to send your orders and contact you regarding the status of your order.
It is stored securely and only accessed by myself.
If you have any questions or concerns, please do not hesitate to contact me!
I am more than happy to accept wholesale enquiries and do offer wholesale/bulk discounts depending on the number you require.
If you require an exclusive design for your order this will have an impact on the time it takes me to fulfil the order.
If you would like more information or have any questions regarding wholesale orders, please reach out to me!
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