How long will my order take?

Every candle is handmade to order from scratch for every customer.  We do however, try to get your order to you within 7 days.  If at any time your order is going to take longer to fulfill then we will contact you.

What is your delivery charge? 

For parcels up to 2Kg we use Royal Mail 1st Class.  Parcels over 2Kg will be sent via courier at a cost of £6.50.

What payment methods do you accept? 

Payment can be made by cheque or postal order made payable to Ruby Mole.  Please note that we will process your order upon clearance of funds.

You can also pay by the following credit/debit cards: Visa, Mastercard, Visa Delta, Maestro, Maestro Solo & Visa Electron.
All card payments are processed via PayPal.  PayPal is a very secure payment method.  You don't need to sign up for an account to use PayPal.

Can I order over the phone? 

Yes!  Please call and speak to Ruby on 01268 810201with your order and payment details.  If nobody is available to take your call leave a message and we can then call you back.  Any credit/debit card details taken over the phone will be destroyed once it has been processed through the secure system.  No sensitive details are ever kept. 

I live outside the UK can I still order?

At this moment we accept orders from UK and Europe only.  Deliveries up to 2Kg will be made via Royal Mail Airmail.  If your order is more than 2Kg in weight will be made via courier.  Please contact us and we will notify you of the correct shipping cost.

What is your returns policy? 

If you are in any way unhappy with your order, you may return it within 7 days for a refund (not including postage). Return postage is the responsibility of the customer and returns can only be accepted with prior authorisation.  All returned items must be sent with insurance and proof of posting.  All returned candles must be unlit , undamaged and in its original wrapper.

In circumstances where we are not at fault for a return, i.e. you changed your mind about the order then we may still give authorisation for the return, however delivery charges cannot be refunded and returns in this instance will be subject to a 20% restocking fee less postage. As above, all returns must be unlit and undamaged.

Customised orders may not be returned or exchanged. This does not affect your statutory rights.

What if an item is damaged? 

We do ensure that everything is well packed when they leave our care.  Boxes are well taped and marked fragile, but unfortunately we cannot be held responsible for goods damaged in transit.  We will, or course, happily replace any damaged items free of charge.  The damaged item must, however, be returned back to us so we can make a claim from the delivery company.  Return postage is the responsibility of the customer.

Can I cancel my order? 

Yes you can.  You must notify us by email or telephone within 24 hours of placing your order you will be refunded in full.  After 24 hours your order will have already been started and cancellation will be subject to a 20% restocking fee.

Do you have a shop front?

At this moment we do not have a shop front.  We work soley from home and therefore cannot accept personal visits.  We can, however, always be contacted by phone, email or post.