Shipping policy

Last updated: 19 October 2026

1. Key Information

Order cut-off time: 2:00 PM (UK time)
Processing time: 1 - 2 days (Monday to Friday)
Transit time: 2 - 3 days (Monday to Friday)
Total delivery time: 3 - 5 days (Monday to Friday)
Shipping cost: Free on every order - no minimum spend, no surcharges
Shipping area: United Kingdom only
Delivery: To the customer's address
Carrier: Royal Mail Tracked
Tracking: Every order is tracked - Track Your Order

2. Where We Deliver

Crestony delivers exclusively within the United Kingdom (England, Scotland, Wales and Northern Ireland), to the delivery address you enter at checkout. We do not ship to addresses outside the United Kingdom, to the Channel Islands or the Isle of Man, to BFPO addresses or to freight forwarders.

Delivery is free to every UK address we serve. Some remote areas (for example the Scottish Highlands and islands, the Isles of Scilly and Northern Ireland) may sit at the top of our delivery window.

3. Processing and the 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. Orders placed after the cut-off, at the weekend or on a UK bank holiday begin processing the next day (Monday to Friday).

Processing - checking, wrapping each candle and ceramic piece in protective packaging, and booking your parcel with Royal Mail - takes 1 - 2 days (Monday to Friday). Every order is dispatched from Leicester.

4. Delivery Costs

Destination	Carrier	Delivery time	Cost
United Kingdom	Royal Mail Tracked	3 - 5 days (Monday to Friday)	Free

There is one delivery option and it is always free: you will never see a delivery charge at checkout.

5. Shipping Process

After you place an order you receive an order confirmation e-mail with a summary of your purchase. We then process your order within 1 - 2 days (Monday to Friday).

As soon as your order is dispatched you receive a second e-mail with your Royal Mail tracking number. Transit takes 2 - 3 days (Monday to Friday), so the total estimated delivery time is 3 - 5 days (Monday to Friday) from the day processing begins.

You can follow your parcel at any time on our Track Your Order page using your order number and e-mail address, or through the tracking link in your dispatch e-mail.

Delivery times are estimates and can be affected by circumstances outside our control, such as severe weather, carrier disruption or peak periods. If your order is delayed beyond the estimated window, we will e-mail you with an update.

6. Undeliverable Parcels and Incorrect Addresses

Please check your delivery address before completing your order. If a parcel is returned to us because the address was incomplete or incorrect, we will contact you to arrange redelivery; the actual Royal Mail cost of a second delivery may be charged. If the error was ours, we cover every cost.

7. If Your Delivery Is Late

If your order has not arrived after the maximum delivery time, please allow 2 extra days (Monday to Friday) and check your tracking link. If it has still not arrived, contact us at contact@crestony.shop or +447838802143 with your order number. We open a trace with Royal Mail and send a replacement or a full refund if the parcel cannot be found - you never have to deal with the carrier yourself.

8. Cancellations Before Dispatch

To cancel an order before it ships, contact us as early as possible at contact@crestony.shop. Orders that have not been dispatched are cancelled and refunded in full. Once dispatched, you can still cancel under our Refund Policy, including your statutory 14-day right to cancel.

9. Damaged, Broken or Incorrect Items

Glass and stoneware are packed with care, but if anything arrives chipped, cracked or broken, or you receive the wrong item, photograph the packaging and the item and e-mail us the photos as soon as possible after delivery. After review we send a replacement or a full refund at no cost to you, and we provide a prepaid return label for anything that needs to come back. This never limits your rights under the Consumer Rights Act 2015.