This Privacy Policy describes how your personal information is collected, used and shared when you visit or make a purchase from frostandcandlelight.co.uk (the “Site”).

PERSONAL INFORMATION WE COLLECT

When you visit the Site we automatically collect certain details about your Device and your Order preferences, additionally, as you browse the Site, we collect information about the individual web pages or products that you view.

We collect Information using the following:
“Cookies” - Data files that are placed on your device or computer. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
“Log files” - Tracking actions occurring on the Site, collecting data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
“Web beacons”, “tags”, and “pixels” - Electronic files used to record information about how you browse the Site.

Additionally, when you make a enquiry or attempt to make a enquiry through the Site, we collect certain information from you, including your name, address, email address and phone number, this is “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are refering to both Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfil any orders placed through the Site.  Additionally, we use this Order Information to:

• Communicate with you. 
• Screen our orders for potential risk or fraud
• Provide you with information or advertising relating to our products or services,  in line with any preferences you have shared with us.

The Device Information that we collect helps us screen for potential risk and fraud and provides us the opportunity improve optimisation to our Site.

SHARING YOUR PERSONAL INFORMATION

We do not actively share your personal information unless there is reasonable evidence that the information provided to us is not accurate, in this case we reserve the right to use a third party to investigate legitimacy of any orders or enquiries made. In exceptional cases we may be obligated share your Personal Information to comply with applicable laws and regulations.

If  a review or testimonial is published on our Site or our Social Media Pages, this will be done with your consent and in accordance to your wishes in terms of names, dates and locations.

We reserve the right to feature any arrangement created by our team on the Site and also Frost and Candlelight's Social Media Pages. Personal information will not be displayed unless requested or your consent has been attained.

DO NOT TRACK

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES

We may update this privacy policy from time to time in order to reflect changes to our practices, or for other operational, legal or regulatory reasons.
 

Cookie Policy

We collect cookies, please contact us if your would like us to adjust your privacy preferences.

Cookies we use and what they allow:

REQUIRED

These cookies are necessary for the site to function properly, including capabilities like logging in and adding items to the cart.

PERSONALISATION

These cookies store details about your actions to personalise your next visit to the website.

MARKETING

These cookies are used by us to optimise marketing communications.

ANALYTICS

These cookies help us understand how you interact with the site, we use this data to identify areas to improve.

Terms of Service

When you place an order, you are bound by the Terms and Conditions as outlined below.

PRICING AND INFORMATION

Prices displayed are correct at time of entry and what the law calls an "invitation to treat". You cannot insist that a shop sells you anything at a marked price, whether or not they have made a mistake. Under law, a retailer is entitled to decide the price they want to charge for for goods. Visit http://www.tradingstandards.gov.uk/advice/consumer-advice.cfm for more information from Trading Standards.

If by mistake, we have under priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we despatch the item to you. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to proceed with the order. If you decide not to order the item, we will offer you a refund in accordance with our refund policy.

In the same way you don't have to buy goods from anyone, a retailer is under no obligation to sell you anything.

PAYMENT AND CURRENCY

Upon Confirmation of Order, full payment is required.  If more flexible payment terms are needed, this will need to be arranged and confirmed with us at time of Order.

We accept all major credit and debit cards, you can also pay via Google or Apple Pay at checkout.  When you order with us you'll be charged in Pounds Sterling. 

CARRIAGE/DELIVERY

Carriage will be charged at a predetermined rate at time of Order and will be confirmed in writing.

Delivery should be fast, easy and hassle-free. Orders placed after Friday afternoon, during the weekends/ Bank Holidays will be subject to a slight delay as couriers do not operate a standard service during these periods. Once an order is placed and an item has been dispatched, you will receive a dispatch email. 

Whilst every effort will be made to adhere to delivery dates, we have no liability for delay in delivery, however caused, or of non-delivery caused by circumstances beyond our control. 

Where an order calls for a number of items, we reserve the right to dispatch all or any number of the items as and when available. 

• Goods are at your own risk from delivery
• Goods shall not pass from Frost and Candlelight Ltd until the full price has been paid in its entirety plus VAT at the prevailing rate, with no other sum remains outstanding to Frost and Candlelight Ltd.

DAMAGE OR LOSS IN TRANSIT

DAMAGE

Transit damage must be reported to Frost and Candlelight Ltd upon receipt of goods. Photographic or video evidence of damage is required. Packing and carrier details must be retained for possible subsequent investigation.

LOSS

Transit loss (partial or total) must be reported to Frost and Candlelight Ltd upon the receipt of goods/ non receipt of goods.  Please telephone immediately with consignment details.

COLLECTION

Collection must be agreed at the time of Order and arranged in line with of the Date of Requirement, this will be confirmed in writing. Larger and/or fragile items may be deemed only suitable for customer collection, this will be stipulated at time of Order.

Special Offers 

DISCOUNT , VOUCHER CODES AND SPECIAL OFFERS

On occasion, we may offer a discount on your order or certain items using a promotional code. These codes are applicable for one off purchases and cannot be used in conjunction with any other offer. We reserve the right to end or extend these promotions at any time and without notice.

Discount codes are only available to retail customers choosing to purchase one or more items. Voucher codes may not be used against wholesale, bulk-purchasing or any re-sale environment. A fair usage policy may be implied.

Order Amendments and Cancellations

Any changes or amendments to the Order must be advised by you, to us at Frost and Candlelight Ltd directly, as soon as possible.

Frost and Candlelight Ltd shall at its absolute discretion, amend the Order to incorporate any changes requested and reserves the right to re-quote for any changes. We are under no obligation to charge the same rates as set out in the original Order agreement.

Any cancellation (in full or in part) must be notified to Frost and Candlelight Ltd as soon as possible.  Any cancellation will be effective from the day of Order Confirmation (email is acceptable provided the correct email address is used) and will apply from then and calculated to the Date of Requirement. 

If Personalisation has been applied to an Order that is subsequently cancelled, 100% Cancellation Charge will be payable.  

CANCELLATION CHARGES PAYABLE BY THE CLIENT

• Over 3 months to the Date of Requirement = No Charge / any Deposit will be retained 
• 2 to 3 months prior to the Date of Requirement = 25% Cancellation charge applies
• 1 to 2 months prior to the Date of Requirement = 50% Cancellation charge applies
• 4 to 1 week prior to Date of Requirement = 75% Cancellation charge applies 
• 1 week prior to Date of Requirement = 100% Cancellation charge applies 

An order cancellation can only take place if an item has not been dispatched. If an item has been dispatched in good faith, this will then be classed as a return. Should you wish to cancel your order, please contact us immediately.

Once a refund has been processed, please allow 10 working days for funds to show in your account.

The goods must be returned and received in their original condition with original packaging and fit for resale. You have a duty to take reasonable care of returned products and any refund may be withheld or a charge incurred if you fail to take such care and damage the products.

Please make sure that your return package is packed and sealed securely. We recommend the use of an insured parcel service.

Please retain proof of postage as we cannot issue refunds for items we do not receive. For further information, visit our Returns section.

Returns

RETURNS & REFUND POLICY

If you have changed your mind about a purchase, please contact as soon as possible.  

Your return must be made within 5 days of receiving your delivery. 

The item must be in its original condition with proof the agreed return information.  If 5 days have gone by since the receipt of your goods, we unfortunately cannot offer you a refund or exchange. 

For a return to be approved, the following conditions must be met:

• Your item/s must be in the same condition that you received it.
• Your item/s must be unused.
• Your item must be in the original packaging. 
• Your item/s cannot be personalised

HOW TO RETURN GOODS PURCHASED

To be eligible for a return, please ensure that you contact us either via email hello@frostandcandlelight.co.uk or telephone 07776 350765 to authorise your return.  We cannot accept returns without notification.   

It is important that when returning an item to us, you obtain a proof of shipping and a tracking number in case of any loss by your chosen carrier. We do not cover return costs unless prior agreement has been reached.

Please do not send your purchase(s) back to the manufacturer(s).

NON-RETURNABLE ITEMS:

• Personalised items
• Gift Wrapping
• Delivery costs are not refunded unless we are at fault. 

REFUNDS (IF APPLICABLE)

Once your return is received and inspected we will be in touch to advise you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

We are only able to offer refunds back to the original payment account. 

There are certain situations where only partial refunds are granted (if applicable) such as; any item not in its original condition, items that are damaged or missing parts for reasons not due to our error.

Any item that is returned more than 5 days after delivery will not be eligible for refund.

LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, please firstly check your bank account again.
Next contact your card issuer or bank/building society, it may take some time before your refund is officially posted.
Please note; there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us.

SALE ITEMS (IF APPLICABLE)
Only regular priced items may be refunded, unfortunately final sale or clearance items cannot be refunded.

EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to arrange an exchange for the same item, please send us an email at hello@frostandcandlelight.co.uk

SHIPPING
We will confirm the return address when confirming your return.  

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

It is important that when returning an item to us you obtain a proof of shipping and a tracking number in case of any loss by your chosen carrier.

Depending on where you live, the time it may take for an exchanged product to reach you, may vary.

Illustrations and Specifications

Website and other illustrations and specifications are subject to alteration without notice.  They are not binding and are only intended to represent the type of goods offered, as owing to improvement and change of design and manufacture, products may not conform to them in detail. While every effort has been made to detail accurate technical data, we accept no liability in respect of any contingency arising from any errors or omissions.

Acceptance

An acceptance of our price constitutes an acceptance of our terms. 

Law

English Law shall be the applicable law of the contract.
 

Contact Information

Trading name: Frost and Candlelight Limited

Phone number: 07776 350765

Email: hello@frostandcandlelight.co.uk

Address: Frost and Candlelight Limited 25 Pasture Close, Lower Earley, Reading, Berkshire. RG6 4UY