CARE

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Upon first use of your candle, burn for at least two (2) hours or until the entire surface has turned to liquid wax. This will help to prolong the life of your candle. Trim the wick to 1/8" before each lighting to maintain an even and clean burn. Do not burn for more than 3-4 hours at a time or all the way to the bottom. When your candle gets to roughly 1/2" of wax left, discard any additional wax or wick and reuse the vessel for your needs. Extinguish your candle if it repeatedly smokes, the vessel gets too hot or the flame becomes too high. The candle isn't burning properly and you may need to trim the wick or it may have been burning for too long.

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Always keep candles in sight when in use. Extinguish your candle flame when leaving a room or going to sleep. Keep all candles out of the reach of children or pets. 

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SHIPPING POLICY

 

DOMESTIC ORDERS

We proudly offer complimentary domestic shipping over $75. Orders under $75 shipped within the United States will be subject to a $5.95 shipping charge. We ship all orders via USPS and include complimentary tracking on all orders. Most orders ship within 3-5 business days. You will receive an email shipping confirmation once your order has shipped along with your tracking number.

 

INTERNATIONAL ORDERS

We offer complimentary shipping on all international orders over $150 USD. Orders under $150 USD are subject to a $15 USD shipping charge. We ship all international orders via USPS and include complimentary tracking. All international customers are responsible for all customs and duty fees if applied. Most orders will ship within 3-5 business days. You will receive an email shipping confirmation once your order has shipped along with your tracking number.

 

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EXCHANGES & RETURNS

 

Due to the nature of our products, we do not accept returns, however, if the item(s) you ordered are determined to be damaged or defective within 7 days of receipt, we will gladly replace your item at no additional charge to you. If you receive an item that is damaged, please contact us within 7 days of receipt of your order at londonwickco@gmail.com with your name, order #, item and any details pertaining to the damaged product along with a photo of the product. We will review your request and contact you within 48 hours of receipt of your email with the steps to repair or replace your damaged item.

 

If you ordered the incorrect item, we will gladly exchange your item for a different item of your choice, however you will be responsible for any price difference and the cost of return shipping. To start your exchange, please contact us at londonwickco@gmail.com within 7 days of receipt of your order and request a Return Authorization (RA) Number. We will review your request and contact you within 48 hours of receipt of your email with the steps to begin your exchange. All exchanges must include the RA# on the outside of your package and on your return receipt. Once we receive your item we will email you a credit to the store for the amount you paid for your items. You will have 90 days to use your store credit.

 

PLEASE NOTE: If you attempt to return an item outside of this process, your exchange/repair may be denied.

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PRIVACY POLICY

 

We receive, collect and store any information you enter on our website or provide to us in any way. In addition, we collect the Internet Protocol (IP) address used to connect your computer to the internet including: login information, email address, password, computer and connection information and purchase history. We may use software tools to measure and collect session information including page response times, length of visits to certain pages, page interaction information and methods used to browse away from the page. We also collect personally identifiable information including: name, email address, passwords, communications, payment details, comments, feedback, product reviews, recommendations and personal profile information.

 

When you conduct a transaction on our website, as a part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons pertaining to your order or interaction with our shop only and will not be shared or sold to any other party.

 

We collect personal and non-personal information for the following purposes:

1. To provide and operate our services;

2. To provide our users with ongoing customer assistance and technical support;

3. To be able to contact our visitors and users with general or personalized service-related notices and promotional messages;

4. To create aggregated statistical data and other aggregated and/or inferred non-personal information which we may use to provide and improve our respective services;

5. To comply with any applicable laws and regulations.

 

PAYMENT INFORMATION

Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind firewalls.

 

All direct payment gateways offered by Wix.com and used by our company adhere to the strict standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help to ensure the secure handling of credit card information by our store and it’s service providers.

 

COMMUNICATION

We may contact you regarding your account to troubleshoot problems, resolve any issue or dispute, in regards to payment issues or monies owed on your account, to poll opinions or send  surveys, to send updates or any other information in regards to our company or as otherwise necessary to contact you to enforce our user agreement, applicable national laws or any other agreement we may have with you. For these purposes, we may contact you via email or postal mail. Neither our company nor Wix.com will ever contact you to collect payment or monies owed via telephone or text message. All contact in regards to your account will be in writing via email or postal mail only.

 

WITHDRAW OF CONSENT

If you would like to access, correct, amend or withdraw any personal information we have about you, you are invited to contact us at londonwickco@gmail.com. Please include your name and email address and include any changes or removal of information you would like. We will send you back a confirmation of your preferred changes.

 

PRIVACY POLICY UPDATES

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make changes to this policy, we will highlight changes or modifications here so that you are aware of information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.  

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COOKIES

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The London Wick website may use "cookies" to help you personalize your online experience. A cookie is a file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you and can only be read by a web server in the domain that issued the cookies to you. 

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One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the web server that you have returned to a specific page. For example, if you register with the London Wick website, a cookie helps to recall your specific information on subsequent visits. This simplifies the process of recording your personal information such as billing addresses, shipping information, etc. When you return to the same website, the information you previously provided can be retrieved so you can easily use the features you have customized.

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You have the ability to accept or decline cookies on our website. Most web browsers will automatically accept cookies but you can modify your browser settings to decline cookies or ask every time if you prefer. To modify your browser, go to your computer settings and click the link for your web or browser settings. If you decline cookies, you may not be able to fully experience the interactive features of specific websites you may visit. 

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