Shipping Policy:
Thank you for choosing Ella’s Magical Garden. We strive to provide efficient and reliable shipping services to ensure your order arrives in a timely manner. Please read the following shipping policy carefully:
- Order Processing Time:
- We aim to process and package all orders within 3-5 business days from the date of purchase. This time frame allows us to carefully handcraft and prepare your candles for shipment. The processing time is subject to availability and may take longer during peak seasons.
- Special orders will be shipped within the agreed time periods after the order is completed and approved by the customer.
- We offer standard shipping for all orders, which typically takes 3-7 business days for domestic delivery, depending on the destination.
- Please note that delivery times may vary during peak seasons or due to unforeseen circumstances beyond our control, such as weather conditions or carrier delays.
- Our shipping rates are based on the weight and destination of the package. The exact shipping cost will be calculated and displayed during the checkout process.
- We may offer free shipping promotions from time to time, subject to specific terms and conditions.
- To ensure the safe delivery of your candles, we use appropriate packaging materials and take extra care in handling fragile items. Our packaging is designed to protect the candles during transit and minimise the risk of damage.
- We accept returns and provide refunds only for faulty or defective items. If you receive a damaged or faulty candle, please contact our customer support within 48 hours of receiving the order.
- To initiate a return, please provide us with photographic evidence of the damage or defect, along with your order details. We will assess the situation and guide you through the return process.
- Please note that we do not accept returns or offer refunds for special orders or customised candles unless they are faulty or defective.
- All return or refund enquiries should be sent to our email address: [email protected]
- It is the customer's responsibility to ensure that the shipping address provided during checkout is accurate and complete. We will not be held liable for any delays or undelivered packages resulting from incorrect or insufficient shipping information.
- If you need to make any changes to the shipping address after placing an order, please contact our customer support immediately. We will do our best to accommodate your request if the order has not been shipped. If you need to make changes to the shipping address please send your request to our email address: [email protected]
- We reserve the right to update or modify our shipping policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. We encourage you to review the shipping policy periodically for any updates.
If you have any further questions or concerns regarding our shipping policy, please contact our customer support. We value your satisfaction and will be happy to assist you.
Liability Policy for Products Sold Online:
At our online store, we prioritise the safety and satisfaction of our customers. We take great care in producing and delivering high-quality products. Please read our liability policy below to understand the responsibilities and obligations associated with purchasing and using our products:
- Product Quality and Compliance:
- We ensure that all our products meet the highest standards of quality and comply with applicable laws and regulations.
- Our products undergo thorough quality control checks before they are packaged and shipped to customers.
- We strive to provide accurate and detailed descriptions of our products, including their features, materials, dimensions, and usage instructions.
- While we make every effort to ensure the accuracy of the information provided, slight variations may occur due to factors such as lighting, screen resolution, or handcrafted nature of the products.
- It is essential to follow the provided instructions, warnings, and precautions when using our products.
- Customers are responsible for using the products as intended and in a safe manner, taking into consideration any personal allergies, sensitivities, or individual requirements.
- We do not take responsibility for any product that may cause harm or injury to customers when not used as intended. If the product seems defective, stop using it immediately.
- In the event of a product defect or fault, please contact our customer support immediately to report the issue and initiate the appropriate resolution process.
- We shall not be held liable for any indirect, incidental, consequential, or special damages arising from the use or misuse of our products.
- Our liability is limited to the purchase price of the product in question.
- Customers are responsible for providing accurate and up-to-date shipping and contact information during the ordering process.
- It is the customer's responsibility to inspect the received products upon delivery and report any damage or issues to our customer support within a reasonable timeframe.
- If a customer receives a defective or damaged product, we will work towards providing a suitable resolution, which may include replacement, repair, or refund, based on the nature of the issue and product availability.
- We do not accept returns or provide refunds for products that have been used, except in cases of defects or damages covered by our warranty. We may ask for proof of defect to be provided.
- We reserve the right to modify or update our liability policy at any time without prior notice.
- Any changes made to the liability policy will be effective immediately upon posting on our website.
Please note that this liability policy is a general outline and may not cover all specific circumstances. We encourage our customers to read and understand the policy before making a purchase. If you have any questions or concerns regarding our liability policy, please contact our customer support for further assistance.
Privacy Policy:
This Privacy Policy describes how we collect, use, and protect your personal information in compliance with UK and European rules and regulations, including the General Data Protection Regulation (GDPR). We are committed to ensuring the privacy and security of your personal data. Please read this policy carefully to understand how we handle your information:
- Data Controller:
- Ella’s Magical Garden LTD, located at 84 Truro Tower, Ledbury Close, Birmingham, UK, is the data controller responsible for the collection and processing of your personal data.
- We may collect the following personal information from you:
- Contact information (such as name, email address, phone number, and shipping address) provided during the ordering process.
- Payment information (such as credit card details) securely processed through our trusted payment service providers.
- Communication preferences, such as your subscription to our newsletters or marketing communications.
- Any other information you voluntarily provide to us through forms or interactions on our website.
- We collect and process your personal data for the following purposes:
- To fulfil and deliver your orders, including order processing, shipping, and customer support.
- To communicate with you regarding your orders, updates, and any inquiries or requests you may have.
- To send you marketing communications, newsletters, or promotional offers (with your consent, which you can withdraw at any time).
- To improve and personalise your website experience based on your preferences and browsing behaviour.
- We rely on the following legal bases for processing your personal data: contract performance, legitimate interests, consent, and legal obligations.
- We will retain your personal data only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, or as required by applicable laws and regulations.
- If you have subscribed to our newsletters or marketing communications, we will retain your data until you unsubscribe or request its deletion.
- We may share your personal information with trusted third parties to fulfil the purposes mentioned above, such as shipping carriers, payment service providers, and marketing platforms. However, we will only share the necessary information required for their services, and they are prohibited from using your data for any other purposes.
- We may disclose your personal information if required by law or to protect our rights, safety, or property.
- Your personal information may be transferred and processed in countries outside the European Economic Area (EEA) if necessary for the purposes stated in this Privacy Policy. In such cases, we will ensure appropriate safeguards are in place to protect your data in accordance with applicable laws.
- You have the following rights regarding your personal data:
- The right to access, correct, or update your personal information.
- The right to request the erasure of your personal data, subject to legal obligations and legitimate interests.
- The right to withdraw your consent for marketing communications.
- The right to object to the processing of your personal data based on legitimate interests.
- The right to request data portability of your personal information.
- To exercise your rights, please contact us using the information provided in this policy.
- We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, or alteration.
- We use secure connections (HTTPS) and encryption technologies to transmit sensitive information.
- We may update this Privacy Policy from time to time to reflect changes in our data practices or legal requirements. Any updates will be posted on our website, and the revised version will be effective as of the date of posting.