Terms & Conditions



Customers have the right to a refund on the following conditions excluding personalised items (please see section below)

  • We receive the returned product within seven working days following the date of delivery of the product
  • The returned product is unused, in its original packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new
  • You comply with the returns procedure and;
  • None of the exclusions set out below apply.

Personalised Items - Returns

  • The return of personalised items will not be accepted unless the mistake is ours (so please check all spellings and dates where applicable), where we will offer you a full refund on your order or send a new and corrected order with the cost of the return postage once we have received the goods
  • Returns will not be accepted just because you do not like the finished product
  • Please note that all personalised gifts are meant for decoration purposes only but if you wish to burn your candle remove all outer packaging, ribbons and attached embelishments first, the personalised art work is safe to burn with the candle.  Check out our candle safety page

Returns Procedure

In order to take advantage of your rights under this returns policy, you must:

Contact us by email (candles48@yahoo.co.uk) with the problem, and we will do our utmost to sort it out quickly and fairly. Once agreed by Willow Candles (we may ask for photographic evidence of a damaged item rather than asking for it to be returned, but this is at our sole discretion), you will be given permission to return the product to us via a method where upon you will need a signature by us to the following address:

C Merrett

33 Badger Close




You will be responsible for paying postage costs on returned items unless the goods were received damaged.


The following kinds of products may not be returned under this policy:

  • Products liable to deteriorate
  • Any products made to order
  • Any products personalised for you
  • Gift vouchers


We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy including the original delivery charges and excluding the costs of returning the product to us. The cost of return post is only returned to you if the return was made in line with our returns procedure and the reason for the return was because of damage

We will usually refund any money received from you using the same method, for example PayPal but that is not always possible

We will process the refund due to you as soon as possible and, in any event, within 28 days following the day we received your returned product

Improper Returns

Where you return a product without prior agreement from us (and where you do not have any other legal right to return the product): 

  • We will not refund or exchange the product
  • We may retain the returned product until you pay to us such additional charges we may have incurred including for re-delivery
  • If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we reserve the right to dispose of the returned items as we see fit and without any liability to you

We will do our best to describe all products to enable you to make an informed choice

We reserve the right to cancel an order - if we cannot obtain authorisation for your payment or the product is out of stock

Personalised Items

  • Willow Candles cannot be held responsible for customer's spelling mistakes on personalised items, so please check all wording at time of ordering

  • All candles are ivory church pillar candles made in Germany, sizes are approximate in inches height x width

  • All candles are personalised by hand, a frame is added where possible to photo's that are supplied to enhance the picture.  Each candle is gift wrapped and finished with a ribbon - please see individual item for full details. You choose the colour of the ribbon/bag to match your theme.  All personalised keepsakes are carefully packaged with bubble wrap and placed in a strong cardboard box with packaging for safe delivery.  We do try and recycle all our packaging where possible

  • If you do not want your own photo or prefer to add one to your gift you can choose a graphic from the selection in the image gallery (click here for gallery), just remember to enter the code when ordering.  Please pop back to take a look at the gallery as it is updated regularly to give more variety.

  • The choice is yours from photos to words and we are sure that for whom ever you give one of these beautiful gifts to, will treasure it for ever

  • Where the customer supplies their own art work, the customer undertakes to indemnify us against infringement of any patent, registered design, trade mark or copyright and any loss, damage or expenses which Willow Witchrafts may incur. So please make sure the art work you supply is your own

  • All orders are accepted subject to availability of stock/items.  If your order cannot be fulfilled for any reason you will be informed within 24 hours

  • Willow Witchrafts will not be held responsible for any loss or delay beyond our control once passed to Royal Mail or Courier Service

  • Photos for inclusion on personalised items are to be emailed to candles48@yahoo.co.uk  Photos posted will be returned with the finished order

  • All orders are processed only upon receipt of payment in full where you are also accepting these terms and conditions

How to Order

  • Please order and pay on-line then email me your photo at candles48@yahoo.co.uk entering your invoice number in the title of the email so I can tie up your order

  • Lead time is usually between 7-10 days but could be longer for larger orders.  You will be kept informed of any changes

  • Please make sure you have checked the wording carefully before completing your order as refunds are not offered on personalised items unless the mistake is mine

  • For orders that are required by a certain date please let us know and we will see what we can do for you

If you have any questions regarding any of the above. contact us via the contact page or if you would prefer to talk then please call on 07702154860 (if we are unavailable leave a message and we will get back to you as soon as possible)