TC updates
12/04/2024 – Here, we describe recent changes (only) to the Terms and Conditions and other policies. We have marked them in bold and highlighted yellow colour. The changes mainly concern the introduction of the Online Safety Act, the need to clarify previous arrangements and correct previous linguistic errors (these last we didn’t mark bold☺).

TERMS AND CONDITIONS – full version here

My daughter’s name is Karolina, and she is the copywriter and editor of Floral Flames.

Etsy: https://www.etsy.com/uk/shop/FloralFlamesCandles

(Mon:12pm-5 pm or Tue-Sat: 9 am-6 pm) or by Facebook Messenger (we will respond as fast as possible).

*We have temporarily suspended our newsletter, so you’ll only be notified by email if you have a registered account on our website.

Actions that are not permitted on our sites:
-breaking into user accounts or using malware against our site;
-posting any links, to other sites for example, in your comments or feedback, posting any pictures without our permission;
-copying any of the content or images contained within our web pages for commercial purposes without our written consent;
-copying, editing, changing, and removing watermarks from our pictures or disseminating under a different brand than Floral Flames;
using our website in any way that undermines the credibility of Floral Flames or harms it in any way.

These products are 100% handmade and most of them are made with:
• 85% high-quality paraffin wax, with an oil content of 0.5% or less (some products up to 1%),
and 12-15% of stearic acid.
• or 100% high-quality paraffin wax (oil content 0.5%);
• or 100% of soy wax.
• or a blend of soy wax and paraffin wax.
• and best quality WEDO wicks certified according to EN ISO 9001:2008 (candles).

This card can be used for a partial or full purchase, and the remaining balance will stay until the next purchase or when it expires.

The repair service includes:
-refilling larger candles (1-2 kg) up to 3/4 of the candle;
-repairing cracks on the outside of accidentally broken large candles and securing them;
-painting naturally faded dry flowers with coloured wax and more (please ask).

You can buy our products by either purchasing:
-on our FLORAL FLAMES website shop (1);
-via Facebook Page / Instagram account (2)
-visiting local markets that we attend (3).
-in our shop on Etsy ‘FloralFlamesCandles’(4)

(2) Via our Facebook Page/Instagram account: scan the barcode on the cover or click the link in our bio, and you will be redirected to the ‘handy links’ page first, then click the shop button.

If you order one product, we assume you have the right to use the photograph. However, if the Commission includes more than one product, we require a statement from you to accompany the images to state that you are the owner of said images/photos.
E.g. ‘I am the owner of the following pictures/images.’ We will ask you about this in the message.

By sending the picture, you agree that it is edited, if necessary, to make essential corrections e.g. removing the background to light up or sharpen the image.

We have the right to refuse orders with obscene/offensive pictures, messages, or pictures of which you are not the owner (multiply commission order if no accompanying statement is provided with the image).

IMPORTANT! If the order is refused, the payment made for the order will be refunded but, in the amount, reduced by the payment card service fee.

If the pictures require corrections, we will send you a message with the details and ask for your approval.

If you’re purchasing using our Etsy shop, we accept payments by credit/debit cards following the displayed instructions. You’ll then receive a confirmation of your order in the email you have given.

OSA (Online Safety Act) – full version here

RETURNS – full version here

Under Consumer Rights 2015, you won’t get 14 days when you buy an item that was personalised or custom-made for you (non-refundable unless faulty). Therefore, our personalised products (candles, lanterns, or decorations) are non-refundable unless faulty.

Be aware that putting the ‘Fragile’ warning label visible on the outside of the addressed box is not enough for mail services and won’t guarantee that the item is delivered undamaged.

We take responsibility for delivering you a full-value product (including a gift box) however it would be difficult for us to prove that damages were made by mail services and not you if you don’t notify the courier about said damages.

SHIPPING – full version here

use Royal Mail SignedFor® service 2nd Class or Tracked48 2nd Class with Signature.

Direct home deliveries to an address in the area of Melksham-Bowerhill-Berryfield are available at checkout at a substantial discount. The option will pop up after you input your address and once your order is ready, we’ll email or text you to schedule a delivery time between Mondays 9:30 am – 12:30 pm or Fridays 4:00 pm – 6:30 pm. There are also other postage options in our website shop.

Collecting items is free and is available only after a written agreement (including date and time slots) of both sides (you and us) – twice a week either on: Monday 9:30 am – 12:30 pm or Friday 4:00 pm – 6:30 pm. During checkout, when you input your address and live close enough, an independent collection option will pop up. Choose this option for zero charge and after you check out, you’ll receive an email or text from us asking to schedule a collection time.

PRIVACY POLICY – full version here

We also collect the entire mutual conversation between us and the customer, when you send any direct messages to us (social media, mobile, WhatsApp, email, Etsy chat) and when you provide feedback.

All this information has digital and paperwork versions and is kept highly secure. REMEMBER: We don’t store nor use sensitive data such as e.g. medical information from you. However, if you mention anything personal during our conversation, know that the third-party platforms on which the conversation occurs may store certain information on your behalf e.g. Facebook.

We will do all that we can to ensure that these pages always show the most up-to-date information. We may notify you of such changes by uploading the revised Privacy Policy on the Floral Flames website and to your email address if you have a registered/subscribed account on our website (https://floralflames.co.uk/updates-tc-policies/

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