Customer Service Opening Hours
The Customer Service team is available to assist you via telephone, email and Live Chat from Monday to Friday, between 10am and 4pm UK time (GMT).
Which Credit / Debit Cards Do You Accept?
We accept VISA, Mastercard and American Express, as well as PayPal.
You will be charged a flat delivery/shipping rate which will be applied per order, not per item.
For further details click here.
How Do I Track My Order?
If your order is to the UK, you will receive an email with a unique tracking number once your items have been dispatched. Use this number to follow the delivery status of your order by clicking the tracking link in the email. If your order is to be delivered outside of the UK, you can contact us for the latest tracking details once the items have been dispatched.
How Do I Find Out When New Candles Are Being Launched?
To receive exclusive news and product previews from Scent Luxury Candles, please stay in touch by signing up to our newsletter at the bottom of this page or any other page on this website.
ITEMS PURCHASED ONLINE
You may return items bought at luxescent.co.uk in their original, unused and saleable condition for a refund or exchange within 14 working days from receipt. You are not required to give us any reason for doing so, however proof of purchase (order number) is required. This excludes personalised items which cannot be returned or exchanged unless faulty.
You will be required to organise and pay for the return of the items to us. Before doing so, please contact us for a return reference. Return address is: Ribble Court, Meadway, Padiham, BB12 7NG
If there is a fault with your product, please return it to us for investigation at the above address or bring it into store. Please retain proof of postage so that we can refund you. If the product is deemed faulty, to be decided in the sole discretion of the Company, we will replace the product for you, or if you prefer will refund you the cost of the product plus standard shipping cost, but not the price of any other delivery option chosen by you.
If the items you receive do not match what you ordered, or something has been delivered to you that you did not order, please notify us immediately by contacting Customer Services within 14 days of receipt so that we may check your order. We will then arrange to collect any incorrect items from you and/or organise for any previously missing or replacement items to be sent to you free of charge.
GOODS DAMAGED IN TRANSIT
If your item has been damaged in transit, please contact us immediately and provide photographic evidence via email or post within 14 days of receipt. If on receipt we conclude that the damage was caused in transit, we will replace the item for you.
RETURNING AN ITEM
If you are returning an item to us, please ensure that you include the Dispatch Note in your parcel, pack the items in their original packaging where possible, and write your order number on the address label of your package.
We cannot accept liability for returned goods lost in transit.
If a refund is actioned by us, subject to these conditions, your payment for the goods will be refunded as soon as possible by the original payment method, no later than 14 working days after we have received the goods.
If an exchange has been arranged, this will be processed for dispatch within 7 working days of us receiving your returned goods, and will be delivered via standard delivery. Please note delivery times may vary depending on shipping destination and during busy holiday seasons.