Shipping policy

SHIPPING POLICY

Last updated: 4th September 2026

At MELTÉ AND CO, every order is carefully handmade, packaged and prepared with love. Because our candles and candle bouquets are delicate, we take extra care when preparing them for delivery.

Please read our Shipping Policy before placing your order.

PROCESSING TIMES

As our products are handmade to order, please allow 5–10 business days for your order to be made, prepared and packaged before it is dispatched.

During busy periods, launches, holidays or promotional events, processing times may occasionally be longer.

If you require your order by a specific date, please contact us before placing your order. While we will always do our best to accommodate requests, we cannot guarantee delivery by a specific date unless this has been agreed with you in writing.

UK SHIPPING

We offer delivery across the UK.

Once your order has been dispatched, you will receive a shipping confirmation and tracking information where tracking is available.

Delivery times shown at checkout are estimates and are not guaranteed unless a specific delivery date has been expressly agreed with you.

Once your order has been handed to the delivery provider, delays can sometimes occur due to circumstances outside of our control, including courier delays, severe weather, strikes, transport disruption or other unforeseen events.

INTERNATIONAL SHIPPING

We offer international shipping to selected countries.

International delivery times vary depending on the destination and delivery provider. Any delivery timeframe shown at checkout is an estimate.

International orders may be subject to customs duties, import taxes, VAT, handling fees or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

MELTÉ AND CO has no control over customs procedures, charges or processing times and cannot guarantee how long an international parcel may remain with customs.

We are not responsible for delays caused by customs authorities.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your address carefully before completing your purchase.

Once an order has been dispatched, we may be unable to change the delivery address.

If an order is returned to us because the address provided was incorrect, incomplete or undeliverable, the customer may be required to pay the additional postage cost before the order can be resent.

If an order cannot be successfully delivered because of incorrect information provided by the customer, we cannot guarantee a refund or replacement where we are not legally required to provide one.

LOST, DELAYED OR MISSING ORDERS

We take great care when dispatching every order. However, once an order has been handed to the delivery provider, delays, delivery issues or loss can occur that are outside of our reasonable control.

If your tracking shows that your parcel is delayed, please allow the delivery provider’s estimated timeframe to pass before contacting us.

If your parcel appears to be lost or has not arrived, please contact us at Melteandco@gmail.com with your order number and tracking information.

We will do our best to assist you and, where appropriate, contact the delivery provider to investigate the issue.

MELTÉ AND CO cannot be held responsible for delays or non-delivery caused by circumstances outside of our reasonable control, including courier disruption, severe weather, strikes, customs delays, incorrect addresses provided by the customer or other unforeseen circumstances, except where we are legally responsible under applicable consumer law.

Nothing in this policy limits any rights you may have under applicable consumer law.

DELIVERED BUT NOT RECEIVED

If your tracking information states that your order has been delivered but you cannot locate it, please contact us as soon as possible.

We may ask you to check with household members, neighbours or any designated safe place before we investigate further with the delivery provider.

Where appropriate, we may contact the courier to investigate the delivery.

DELIVERY ATTEMPTS

If the delivery provider is unable to deliver your order because nobody is available to receive it, or because delivery instructions cannot be followed, the customer may be responsible for any additional delivery or redelivery charges where applicable.

Please follow any instructions provided by the delivery provider to arrange redelivery or collection.

DELIVERY TO SAFE PLACES

If you provide instructions for your parcel to be left in a particular location or with another person, you are responsible for ensuring that the instructions are suitable and secure.

Where a delivery is made according to instructions provided by the customer, MELTÉ AND CO cannot be held responsible for loss or damage occurring after delivery to the location or person specified by the customer, except where we are legally responsible.

DAMAGED ORDERS

Our candles and candle bouquets are delicate, so we take great care when packaging every order.

If your order arrives damaged, please contact us as soon as possible with:

  • Your order number
  • Clear photographs of the damaged item
  • Clear photographs of the outer packaging
  • Clear photographs of any internal packaging

Please do not dispose of the damaged item or packaging until we have had an opportunity to review the issue.

For further information regarding damaged, faulty or incorrect orders, please see our Returns & Refunds Policy.

HANDMADE PRODUCTS

Every MELTÉ AND CO piece is individually handcrafted.

Because of the handmade nature of our products, preparation times may vary slightly between orders.

Our products are carefully inspected and securely packaged before dispatch, but the delicate nature of certain candles and candle bouquets means that minor changes or imperfections may occasionally occur during transportation.

Where an item arrives damaged or faulty, please contact us so that we can review the issue and provide an appropriate resolution in accordance with our Returns & Refunds Policy and applicable consumer law.

RETURN SHIPPING COSTS

If you choose to return an item because you have changed your mind or no longer want the product, you are responsible for the cost of returning the item to MELTÉ AND CO.

We do not provide free return shipping for unwanted items.

Please use a suitable and secure delivery service when returning your order, as MELTÉ AND CO cannot be responsible for an item that is lost or damaged while being returned to us by the customer.

If an item is returned because it is faulty, damaged, incorrect or otherwise covered by your statutory consumer rights, we will deal with the return costs in accordance with applicable law.

Nothing in this policy affects your statutory rights as a consumer.

SHIPPING ESTIMATES

Any processing or delivery timeframe displayed on our website is an estimate unless we have specifically agreed a guaranteed delivery date with you.

We cannot be held responsible for delays caused by circumstances outside of our reasonable control, including:

  • Courier or postal delays
  • Severe weather
  • Strikes or industrial action
  • Customs delays
  • Transport disruption
  • Public holidays
  • Incorrect or incomplete delivery information
  • Events beyond our reasonable control

We will always do our best to keep customers informed and assist where possible.

CONTACT US

If you have any questions about your delivery or order, please contact us:

MELTÉ AND CO
Email: Melteandco@gmail.com

We are always happy to help and will do our best to resolve genuine delivery issues fairly and professionally.