Shipping policy

Free Shipping Policy

We offer free standard shipping on all orders to UK mainland addresses. International shipping is also provided at no additional cost.

Shipping Methods & Delivery Times

All orders are processed within 2-3 business days (Monday to Friday, excluding UK public holidays and bank holidays).

UK Mainland Delivery:

  • Standard Delivery: 5-7 business days (Royal Mail Second Class)
  • Tracked Delivery: 7-10 business days (Royal Mail Tracked service)

International Delivery:

  • Europe: 10-15 business days
  • Rest of World: 15-25 business days

Please note: Delivery times are estimates only and are not guaranteed. Actual delivery may vary significantly due to factors beyond our control, including postal delays, weather conditions, customs processing, peak seasons (holidays, sales events), carrier staff shortages, or service disruptions. We cannot guarantee delivery by any specific date or time.

Order Processing

Orders are typically processed within 2-3 business days of receipt. During peak periods (November-January, holidays, promotional events), processing may take up to 5-7 business days.

Processing timeline:

  • Orders placed before 12:00 PM GMT on business days will typically enter processing the same day
  • Orders placed after 12:00 PM or on weekends/public holidays will be processed on the next business day
  • You will receive an order confirmation email immediately after purchase
  • You will receive a separate dispatch notification email once your order has been handed to the carrier

Important: Order confirmation does not mean your order has been dispatched. Please wait for the dispatch notification email before expecting delivery timeframes to begin.

Delivery Zones & Restrictions

UK Mainland: We deliver to all addresses in England, Scotland, Wales, and Northern Ireland.

Remote & Special Areas: Deliveries to Scottish Highlands, Islands, Northern Ireland, Isle of Man, Isle of Wight, Channel Islands, and other remote UK areas may require additional delivery time (typically 3-5 extra business days beyond standard estimates).

PO Boxes: We can deliver to PO Box addresses, but delivery times may be extended.

International: We ship to most European countries and selected international destinations. Some countries may have restrictions on importing certain materials. It is the customer's responsibility to verify that products can be legally imported to their destination.

Tracking Your Order

Tracked orders: If tracking is available for your delivery method, you will receive a tracking number via email once your order has been dispatched.

Important tracking notes:

  • Allow 24-48 hours after dispatch for tracking information to become active in the carrier's system
  • Not all delivery methods include tracking
  • Tracking updates may be delayed or incomplete due to carrier system limitations
  • Lack of tracking updates does not necessarily indicate a problem with your delivery

You can track parcels through the Royal Mail website (www.royalmail.com) or the relevant international carrier's tracking portal.

Delivery Address Requirements

Please ensure your delivery address is correct, complete, and includes:

  • Full recipient name
  • Complete street address with house/flat number
  • City/Town
  • Postcode
  • Country
  • Contact phone number (for international orders)

We cannot be held responsible for:

  • Delays or non-delivery caused by incorrect, incomplete, or illegible address information
  • Packages returned due to "addressee unknown" or "refused delivery"
  • Deliveries to old addresses if you have moved since placing the order

Address changes: If you need to change your delivery address after placing an order, contact us immediately at bluepeak.commerce1@gmail.com. We cannot guarantee address changes once an order has entered the dispatch process. Address changes after dispatch are not possible.

Failed Delivery Attempts

If a delivery attempt fails due to:

  • Recipient not available at delivery address
  • No safe place to leave package
  • Access issues (locked building, gated community, etc.)
  • Incorrect or incomplete address

The courier will leave a notification card with instructions for collection or redelivery.

Important information:

  • Parcels not collected within the carrier's specified timeframe (typically 18 calendar days for Royal Mail) will be returned to sender
  • Customers are responsible for arranging redelivery or collection promptly
  • We are not responsible for packages returned due to failed delivery if the address provided was correct
  • Re-shipping returned packages may incur additional charges at our discretion

International Shipping - Customer Responsibilities

Customs Duties & Taxes:
International customers are solely responsible for all customs duties, import taxes, VAT, brokerage fees, and any other charges imposed by their country's customs authority.

These charges are:

  • NOT included in the product price
  • NOT included in the free shipping
  • Determined by the destination country's regulations
  • Payable by the recipient upon delivery or before release from customs
  • NOT refundable if the order is returned

Customs Clearance Delays:
Packages may be held in customs for inspection, which can delay delivery by several days to several weeks. We have no control over customs processing times and cannot expedite clearance.

Customs Declarations:
We accurately declare the contents and commercial value of all international shipments as required by law. We do not mark items as "gifts," undervalue products, or misrepresent contents to avoid customs fees, as this is illegal and constitutes customs fraud.

Prohibited & Restricted Items:
Some countries prohibit or restrict the import of candle making supplies, wax products, essential oils, or other craft materials. It is entirely the customer's responsibility to verify that products can be legally imported to their destination. We are not responsible for packages seized, destroyed, or returned by customs. No refunds will be issued for packages refused or seized by customs.

Delays & Issues Beyond Our Control

We are not responsible for delivery delays or failures caused by:

Carrier-Related Issues:

  • Postal strikes, work-to-rule actions, or labor disputes
  • Carrier staff shortages or operational disruptions
  • Lost or misrouted packages by the carrier
  • Carrier system errors or scanning failures
  • Delays in carrier processing or sorting facilities

External Factors:

  • Severe weather conditions, natural disasters, or acts of God
  • Customs delays, inspections, or holds (international orders)
  • Government restrictions, quarantines, or border closures
  • Public holidays, bank holidays, or peak season backlogs
  • Pandemics, epidemics, or public health emergencies
  • War, terrorism, civil unrest, or force majeure events

Customer-Related Issues:

  • Incorrect, incomplete, or illegible delivery addresses provided by customer
  • Recipient unavailable for delivery or to collect package
  • Customer relocation without notification
  • Refused delivery by recipient
  • Packages held at customs due to customer failure to pay duties/taxes

While we will make reasonable efforts to assist in resolving delivery issues, we:

  • Cannot guarantee delivery by any specific date or time
  • Cannot control or influence carrier operations
  • Cannot expedite customs clearance
  • Cannot be held liable for losses resulting from delivery delays

Lost, Damaged, or Missing Packages

Lost Packages (tracking shows no movement):
If your tracked package shows no movement or updates for:

  • UK orders: More than 15 business days after dispatch
  • International orders: More than 30 business days after dispatch

Please contact us at bluepeak.commerce1@gmail.com with your order number and tracking information.

We will:

  • Initiate an investigation with the carrier
  • Require 15-25 business days for carrier investigations to conclude
  • Provide resolution based on the carrier's investigation outcome

Damaged Packages:
If your package arrives with visible damage to the exterior packaging:

  1. Before accepting delivery: Note the damage with the delivery person if possible
  2. Upon delivery: Take clear photos of the damaged packaging (all sides)
  3. Before opening: Photograph the contents if visible damage has occurred
  4. Immediately contact us: Email bluepeak.commerce1@gmail.com with photos and order number
  5. Retain packaging: Do not discard damaged packaging until the claim is resolved

Missing Items:
If items are missing from your order, contact us within 7 days of delivery with:

  • Order number
  • List of missing items
  • Photos of received items and packaging

Important claim deadlines:

  • Lost packages: Claims must be made within 20 business days (UK) or 40 business days (international) of dispatch date
  • Damaged items: Claims must be made within 7 days of delivery
  • Missing items: Claims must be made within 7 days of delivery

Claims made after these deadlines may not be accepted.

Peak Seasons & High-Volume Periods

During the following periods, delivery times may be significantly extended:

Peak Periods:

  • Black Friday week (late November)
  • Cyber Monday week (late November/early December)
  • Christmas period (December 1 - January 10)
  • Valentine's Day (February 1-15)
  • Mother's Day (March)
  • Easter period

Expected delays during peak periods:

  • Processing time: May extend to 5-7 business days
  • UK delivery: Add 3-5 extra business days to standard estimates
  • International delivery: Add 7-14 extra business days to standard estimates

We will communicate known delays via:

  • Email notifications to customers with pending orders
  • Website banner announcements
  • Order confirmation emails with updated timelines

We strongly recommend:

  • Placing orders well in advance of gift-giving deadlines
  • Not relying on estimated delivery dates for time-sensitive needs
  • Allowing extra time during peak periods

Carrier Strikes & Service Disruptions

In the event of:

  • Postal strikes or work stoppages
  • Severe weather disruptions
  • National emergencies
  • Carrier system failures
  • Other service interruptions

We will:

  • Update our website with current status information
  • Email customers with pending orders about expected delays
  • Resume normal processing once services are restored

Please note:

  • We cannot dispatch orders if carrier services are unavailable
  • We cannot use alternative carriers in most cases
  • Delays may range from several days to several weeks
  • No refunds or compensation will be provided for delays caused by carrier disruptions

Undeliverable & Returned Packages

Packages may be returned to us as undeliverable due to:

  • Incorrect or incomplete address provided by customer
  • Refused delivery by recipient
  • Unclaimed packages (customer failed to collect within timeframe)
  • "Addressee unknown" or "moved, no forwarding address"
  • Customs refusal or seizure (international orders)

When packages are returned to us:

  • We will contact you via email to inform you of the return
  • Original shipping is free, but we are not obligated to re-ship at no cost
  • Re-shipping may be offered at our discretion
  • If re-shipping is declined, a refund may be issued minus a 15% restocking fee
  • Refunds are processed according to our Returns & Refunds Policy

We are not responsible for:

  • Packages returned due to customer-provided incorrect addresses
  • Packages refused by recipient
  • Packages unclaimed by recipient
  • Packages seized or refused by customs

Shipping Exceptions & Limitations

We do not ship to:

  • Active war zones or conflict areas
  • Countries under international sanctions
  • Addresses flagged as high-risk for fraud

We reserve the right to:

  • Cancel orders to addresses we cannot service
  • Refuse shipment to destinations where legal restrictions apply
  • Require additional verification for unusual or high-risk orders

No Guaranteed Delivery Dates

IMPORTANT: All delivery timeframes provided are estimates only. We do not guarantee delivery by any specific date, time, or before any event or deadline.

We are not liable for:

  • Missed birthdays, holidays, or special occasions
  • Financial losses due to delivery delays
  • Inconvenience caused by late delivery
  • Costs incurred due to non-delivery or delayed delivery

If you require guaranteed delivery by a specific date, we recommend:

  • Using a premium courier service (not available through our standard shipping)
  • Allowing significantly more time than the estimated delivery window
  • Having a backup plan in case of delays

Contact Us for Shipping Inquiries

For questions about shipping, tracking, or delivery issues:

Email: bluepeak.commerce1@gmail.com
Response time: Within 48-72 hours on business days (Monday-Friday, 9:00 AM - 5:00 PM GMT)

When contacting us, please include:

  • Your order number
  • Tracking number (if available)
  • Description of the issue
  • Photos (for damage claims)

Please note: We cannot provide real-time tracking updates beyond what is available through the carrier's tracking system. For the most current tracking information, please check directly with the carrier.

Policy Updates

We reserve the right to update, modify, or change our shipping policy at any time without prior notice. Changes will be effective immediately upon posting to our website. Continued use of our services after changes constitutes acceptance of the updated policy.

By placing an order, you acknowledge that you have read, understood, and agree to this Shipping Policy.

Last Updated: January 2025