Terms of service
Terms & Conditions
Last updated: 28 of August 2026
These Terms & Conditions apply to purchases made from Ankerwycke Candles Limited through our website.
Please read them before placing an order. By placing an order with us, you agree to these Terms & Conditions.
1. About Us
Ankerwycke Candles Limited is a company registered in England and Wales.
Company number: 12852865
Registered office: 5 Arnold Road, Staines-upon-Thames, Surrey, TW18 1LY
Email: wendy@ankerwyckecandles.co.uk
2. Our Products
We make and sell home-fragrance products including candles, wax melts and car diffusers.
Many of our products are handmade in small batches. As a result, there may be slight variations in colour, finish or appearance between products and batches.
Natural wax can also develop characteristics such as frosting or slight variations in its adhesion to a candle container. These are normal characteristics and do not necessarily affect the performance of the product.
We make every reasonable effort to display and describe our products accurately. However, colours may appear slightly different depending on your screen or device.
Fragrance is subjective and may also be perceived differently depending on factors including room size, temperature and airflow.
Nothing in this section affects your statutory rights where a product is faulty, not as described or otherwise does not conform to your legal rights.
3. Product Use & Safety
Our products must be used only for their intended purpose and in accordance with the care, use and safety instructions supplied with them.
Candles should never be left burning unattended and should be kept away from children, pets, draughts and flammable materials.
Wax melts should only be used with a suitable wax melter. Where a tea-light melter is used, we recommend standard 4-hour tea-lights and not larger 8-hour tea-lights.
Car diffusers should be kept upright and securely positioned. Diffuser liquid should not be allowed to come into contact with vehicle surfaces, including dashboards, plastics, leather, fabrics or other interior finishes, as fragrance oils may mark or damage some materials.
Please keep all home-fragrance products out of reach of children and pets.
4. Placing an Order
When you place an order through our website, you are making an offer to purchase the products in your basket.
You will receive an electronic acknowledgement after placing your order. This does not necessarily mean that we have accepted your order.
We reserve the right to decline or cancel an order before dispatch where, for example:
a product is unavailable;
there is an obvious error in the price or product description;
we are unable to authorise or process payment;
we cannot deliver to the address provided; or
we reasonably suspect fraudulent or unauthorised activity.
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order.
5. Prices & Payment
All prices are shown in pounds sterling (£).
The total price of your order, including any applicable delivery charges, will be shown before you complete your purchase.
Payment must be made using one of the payment methods available at checkout.
We may change our prices at any time, but changes will not affect orders already accepted by us.
If a pricing error is obvious and could reasonably have been recognised as an error, we may contact you before fulfilling the order and give you the option of purchasing the product at the correct price or cancelling the order.
6. Promotions & Discount Codes
From time to time, we may offer promotional codes, discounts or special offers.
Unless otherwise stated, promotional codes:
cannot be exchanged for cash;
cannot be used retrospectively on an order already placed;
may have an expiry date or other conditions;
may apply only to selected products; and
may not be used in conjunction with another promotional code.
We reserve the right to withdraw or amend a promotion where reasonably necessary, but this will not affect an order that has already been accepted using a valid promotion.
10% First Order Discount
Where offered, our 10% first-order discount is available to eligible new customers on their first qualifying order.
The discount code must be entered at checkout where required and cannot be applied retrospectively.
Additional exclusions or conditions will be displayed with the promotion where applicable.
7. Gift Cards
Electronic Ankerwycke Candles gift cards are valid for 12 months from the date of purchase.
Gift cards can be redeemed against eligible purchases through our website.
If the value of an order exceeds the available gift-card balance, the remaining amount can be paid using another payment method available at checkout.
Gift cards cannot be exchanged for cash.
Your statutory rights are not affected.
8. Delivery
We currently deliver to UK addresses only.
We aim to dispatch orders within 2–3 working days of receiving your order.
Available Royal Mail delivery options and their charges will be displayed at checkout.
Orders over £50 qualify for free Royal Mail 2nd Class delivery.
If your order qualifies for free 2nd Class delivery but you would prefer Royal Mail 1st Class, you may select the available 1st Class option at checkout and pay the applicable delivery charge.
Our 2–3 working day timeframe relates to dispatch, not the time it takes Royal Mail to deliver your parcel after dispatch.
Please see our Delivery Policy for further information.
9. Delivery Delays
We will make reasonable efforts to dispatch orders within our stated timeframe.
Occasionally, delays may occur because of circumstances outside our reasonable control, including disruption to postal services, severe weather or exceptionally busy periods.
If there is a significant problem affecting your order, please contact us and we will do our best to assist you.
Nothing in these terms affects any statutory rights you may have regarding delivery.
10. Incorrect Delivery Information
Please check your delivery details carefully before completing your order.
If you notice an error, contact us as soon as possible at wendy@ankerwyckecandles.co.uk.
We cannot guarantee that an address can be changed once an order has been prepared or dispatched.
11. Your Right to Cancel
If you are a consumer purchasing online, you will generally have the legal right to change your mind and cancel your order within 14 days of receiving the goods, without giving a reason.
To exercise this right, you must tell us clearly that you wish to cancel within the applicable cancellation period.
Please see our Returns & Refunds Policy for full details about cancellations and returning products.
Certain statutory exceptions to cancellation rights may apply to particular types of products, including certain goods made to a consumer's specification or clearly personalised. We will make any applicable restriction clear before purchase.
12. Faulty, Damaged or Incorrect Products
We take great care when making and packing our products.
If an item arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us at:
wendy@ankerwyckecandles.co.uk
Please include your order number and, where possible, photographs showing the problem and any damage to the packaging. Photographs can help us investigate damage in transit quickly, but this does not remove any statutory rights you may have.
Your statutory rights under UK consumer law are not affected.
13. Returns & Refunds
Change-of-mind returns and refunds are subject to our Returns & Refunds Policy.
Where you exercise your statutory right to cancel a qualifying online purchase, you are responsible for the direct cost of returning the goods to us unless we agree otherwise.
Different arrangements apply where goods are faulty, damaged, incorrect or not as described.
14. Our Liability
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful for us to do so.
This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory rights as a consumer.
We are not responsible for losses that were not reasonably foreseeable when the contract was made.
We are also not responsible for business losses arising from products purchased by a consumer for personal use.
15. Intellectual Property
All content on our website, including our branding, product photography, written descriptions, graphics and other original material, belongs to Ankerwycke Candles Limited or is used by us with permission, unless otherwise stated.
It may not be copied, reproduced, distributed or used commercially without our prior written permission.
16. Website Availability
We aim to keep our website available and accurate, but we cannot guarantee uninterrupted access at all times.
We may update, suspend or withdraw parts of the website where reasonably necessary.
17. Changes to These Terms
We may update these Terms & Conditions from time to time, for example to reflect changes to our products, services or applicable law.
The terms that apply to your purchase will be those in effect when your order is placed.
18. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
If you are a consumer resident elsewhere in the UK, you will also retain any mandatory protections and rights available to you under the laws applicable where you live.
19. Contact Us
If you have a question about these Terms & Conditions or an order, please contact:
Ankerwycke Candles Limited
5 Arnold Road
Staines-upon-Thames
Surrey
TW18 1LY
Email: wendy@ankerwyckecandles.co.uk
Company number: 12852865
Registered in: England and Wales
Ankerwycke Candles Limited