Terms & Conditions

Welcome to Poppy and Wicks. By accessing or purchasing from our website, you agree to the following Terms & Conditions. These guidelines ensure clarity, fairness, and a smooth experience for every customer.

Handcrafted Nature

All Poppy and Wicks products are made by hand in small batches. Variations in colour, texture, or appearance are natural and part of the artisanal process. These variations do not affect performance or quality.

Ordering & Payment

Orders are confirmed once payment has been successfully processed.
We reserve the right to refuse or cancel an order if an item is unavailable, incorrectly priced, or if fraudulent activity is suspected.
Prices may change without notice, but confirmed orders will always honour the price paid at checkout.

Shipping

All orders are dispatched from the Surrey Hills.
Estimated delivery times are provided at checkout but may vary due to courier delays or seasonal demand.
Once dispatched, responsibility for the parcel transfers to the courier.
Customers are responsible for providing accurate delivery information.

Returns & Exchanges

We want every purchase to delight you. Should you need to return or exchange an item, the following guidelines apply:

Eligibility: Only products purchased directly through our website may be returned or exchanged. Please contact us at poppyandwicks@gmail.com to start your return
Condition: Returned items must be unused, and in their original packaging. Proof of purchase is required. You are responsible for return shipping fees. We do not accept returns for used candles or items damaged through misuse.
Damaged items: If your order arrives damaged, we kindly ask that you notify us within 48 hours of receipt and provide supporting photographs. Upon verification, we will be delighted to arrange either a full refund or an exchange, processed exclusively to the original method of payment used at the time of purchase.
Refunds: Once your return has been received and carefully inspected, we will notify you of the outcome. Should your refund be approved, it will be issued automatically to your original method of payment. Kindly note that processing times may vary, and it may take a short while for your bank or card provider to complete the transaction and reflect the funds
Timeframe: Our return policy allows 14 days from receipt of your order to request a return. Please retain proof of delivery until your return has been received and processed.

Candle Safety

For safe use of Poppy and Wicks candles, customers must follow the safety instructions provided on product labels and on our website. We are not responsible for damage caused by improper candle care or unsafe burning practices.

Product Safety

All candles must be used in accordance with the safety instructions provided on the product label and website.
Poppy & Wicks is not responsible for damage caused by improper candle care or unsafe burning practices.

Intellectual Property

All content on the Poppy and Wicks website — including text, photography, branding, product descriptions, and design — is protected by copyright. No content may be copied, reproduced, or distributed without written permission. Some images have AI generated backgrounds but the candle image itself is our own product

Privacy & Data Protection

We are committed to safeguarding your personal information.

Changes to Term

Poppy and Wicks may update these Terms & Conditions at any time. Continued use of the website indicates acceptance of the latest version.