FAQ

Straight answers on delivery, returns, candle care, safety and payments. Can't find what you need? Contact us.

Where do you deliver?
We deliver to addresses in the United Kingdom only - England, Scotland, Wales and Northern Ireland - to the delivery address you enter at checkout. We do not ship outside the UK.

How much does delivery cost?
Delivery is free on every order with Royal Mail Tracked, with no minimum spend and no surcharges.

What is your order cut-off time?
Our order cut-off time is 2:00 PM (UK time). Orders placed before 2:00 PM (UK time), Monday to Friday, begin processing the same day; later orders, weekend orders and bank-holiday orders begin processing the next day (Monday to Friday).

How long does delivery take?
Processing takes 1 - 2 days (Monday to Friday) and Royal Mail transit 2 - 3 days (Monday to Friday), so orders arrive within 3 - 5 days (Monday to Friday). Orders placed before our 2:00 PM (UK time) cut-off, Monday to Friday, begin processing the same day.

Which carrier do you use?
Every order travels with Royal Mail Tracked and is dispatched from Leicester.

How do I track my order?
You receive a tracking number by e-mail when your order is dispatched. You can also follow your order at any time on our Track Your Order page with your order number and e-mail address.

What is your return policy?
You can return any item, faulty or not, within 30 days of delivery for a full refund of the product price, with no restocking fee. Change-of-mind returns must be new - unopened in the original packaging, or never used. This is in addition to your 14-day statutory right to cancel under the Consumer Contracts Regulations 2013.

Can I return a candle I have lit?
A candle that has been lit counts as used, so it cannot be returned for a change of mind under our 30-day policy. If a candle is faulty - for example the wick will not stay lit - you can always return it. Your statutory rights are not affected.

How do I start a return?
E-mail contact@crestony.shop with your order number. We reply within 24 hours (Monday to Friday) with the return address and instructions. Returns are sent back by mail.

Who pays for return shipping?
For change-of-mind returns you pay the cost of sending the item back by mail. For faulty, damaged or incorrect items we cover every cost and send a prepaid label.

When will I receive my refund?
Refunds go back to your original payment method in pounds sterling (GBP) within 5 days (Monday to Friday) of receiving your return, and never later than 14 days. Your bank may take a further 3 - 5 days (Monday to Friday) to show the credit.

Can I exchange an item?
Yes. Contact us within 30 days of delivery to exchange for another scent, colour or item, subject to availability. You send the original back by mail (return postage is paid by you unless the item is faulty or we sent the wrong one) and we dispatch the replacement free of charge.

What if my order arrives broken or damaged?
Glass and stoneware are packed with care, but if anything arrives chipped, cracked or broken, e-mail us photos with your order number as soon as possible after delivery. We send a replacement or a full refund at no cost to you. Your rights under the Consumer Rights Act 2015 always apply.

Can I cancel my order?
Yes. Orders not yet dispatched are cancelled and refunded in full. After dispatch you can still cancel within 14 days of delivery under your statutory right, or return the item within our 30-day returns window.

What wax do you use?
Our three scented candles (Hearth, Bramble and Meadow) are poured with soy wax and burn on a single cotton wick. Our unscented Spiral tapers are a paraffin wax blend and our Ridge pillars a paraffin and soy wax blend. The wax, wick and vessel of every candle are listed on its product page.

How long do your candles burn?
Each candle page gives an approximate burn time - for example around 60 hours for the 300 g Hearth amber glass candle. Burn times depend on wick trimming, draughts and how long each burn lasts.

How should I burn a new candle the first time?
Let the first burn last until the melted wax reaches the edge of the vessel - usually 2 to 3 hours. This stops the candle from tunnelling. Never burn a candle for more than 4 hours at a time.

How do I look after the wick?
Trim the wick to about 5 mm before every burn. A short wick gives a calm, even flame and keeps soot off the glass or glaze.

Are your candles safe to leave burning?
Never leave a burning candle unattended. Keep it away from children, pets, draughts, curtains and anything that can catch fire, and always burn it on a heat-resistant surface. The safety instructions are on every candle page.

Do candle holders and lanterns come with candles?
No. The brass taper holders, the fluted glass hurricane lantern, the stoneware candle plate and the amber tealight holders are sold without candles unless the product page says otherwise. Each page lists the candle size that fits.

Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. Payments are processed securely through Shopify Payments.

Do your prices include VAT?
Yes. All prices are in pounds sterling (GBP) and include VAT. UK delivery is free, so the price you see is the price you pay.

Is checkout secure?
Yes. Checkout runs on Shopify's PCI DSS compliant platform over an encrypted connection. We never see or store your full card number.

How can I contact you?
E-mail contact@crestony.shop, call +447838802143 or use the contact form on our Contact page. Our customer service hours are Monday to Friday 9:00 AM - 5:00 PM (UK time); we are closed on Saturday and Sunday.

Where are you based?
Crestony is based at 22 Brookdale Road, Leicester, LE3 6PU, United Kingdom, and every order is dispatched from Leicester.