Frequently Asked Questions (FAQs)

Welcome to the Highland Candle Company FAQ page. Here you’ll find answers to some of the most common questions about our products, ordering process, shipping, and more. If you have a question that’s not listed here, feel free to contact us at contact@highlandcandlecompany.com.

General Questions

Q: What makes Highland Candle Company candles special?
A: Our candles are handcrafted using the finest ingredients, ensuring a long-lasting burn and captivating fragrance. We prioritise sustainability and eco-friendly practices in our production process.

Q: Are your candles eco-friendly?
A: Yes, we use sustainable materials and eco-friendly practices to create our candles, including natural waxes, lead-free wicks, and recyclable packaging.

Ordering

Q: How do I place an order?
A: You can place an order directly through our website. Simply browse our products, add your desired items to the cart, and proceed to checkout.

Q: Can I cancel or modify my order after it has been placed?
A: If you need to cancel or modify your order, please contact us immediately at [customer service email]. We will do our best to accommodate your request if the order has not yet been processed.

Q: Do you offer bulk or wholesale orders?
A: Yes, we offer bulk and wholesale orders. Please visit our Stock Our Candles page for more information on how to become a wholesale partner.

Shipping

Q: What are your shipping options?
A: We offer standard and expedited shipping options. Shipping times and costs will be calculated at checkout based on your location and selected shipping method.

Q: Do you ship internationally?
A: Currently, we only ship within the UK. We are working on expanding our shipping options to include international destinations in the near future.

Q: How can I track my order?
A: Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order on our website or the carrier’s website.

Returns and Refunds

Q: What is your return policy?
A: We accept returns within 30 days of purchase. The items must be unused and in their original packaging. Please visit our Returns Policy page for more details.

Q: How do I return an item?
A: To initiate a return, please contact our customer service team at contact@highlandcandlecompany.com with your order number and reason for the return. We will provide you with further instructions.

Q: When will I receive my refund?
A: Refunds will be processed within 5-10 business days after we receive the returned item. You will be notified via email once the refund has been issued.

Product Information

Q: How should I care for my candle?
A: For optimal performance, trim the wick to 1/4 inch before each use and avoid burning the candle for more than 4 hours at a time. Always burn candles on a heat-resistant surface and keep them away from drafts and flammable materials.

Q: Do you offer custom candle orders?
A: Yes, we offer custom candle orders for special events and corporate gifts. Please contact us at [custom orders email] for more information.

Q: Are your candles safe for people with allergies?
A: Our candles are made with high-quality ingredients and are generally safe for most people. However, if you have specific allergies or sensitivities, please review the ingredient list for each product or contact us with any concerns.

Contact Us

If you have any other questions, please don’t hesitate to reach out to our customer service team at contact@highlandcandlecompany.com. We’re here to help!