Shipping & Returns

Shipping

Pure-Light aim to keep postage to a minimum so all Goods within the UK are shipped 1st Class unless you require something quicker then please let us know. Delivery costs are calculated by weight to minimise delivery prices, to find out postage costs please use the "Estimate Shipping" Button when viewing your cart.

UK Shipping

  • Last Ordering Christmas Delivery Dates Please Click Here For Information

  • We aim to send all Engraved goods within a minimum 5 working days of receiving cleared payment, Handmade goods within 14 working days. Owing to Candles being made to order please allow 10 working days for your order to be despatched.
  • We try to give delivery estimates on each product, Next Working Day delivery is guaranteed within the terms and conditions below. All other delivery times are estimates from Royal Mail for first class delivery.

  • Personalised Gift orders are professionally engraved and require between 4-10 working days for engraving and delivery depending on the item. There are Royal Mail estimated delivery periods on each listing as a guide to delivery times although there may be exceptions during busy periods and periods such as Christmas or holidays, or during severe weather. Please contact us first if using non UK or foreign lettering and or non alphabetic symbols (<3 for example) as with some items these are not possible and may be omitted from the finished message and may cause the name or text to be omitted as well. If your item is needed by a special date please add that to the comments box at the checkout and we will do our best to meet that request although we cannot guarrentee any delivery time except next working day delivery. Some Gifts and Gifts ordered with Next Working Day dispatch are sent via courier and will require a signiature upon delivery. For packages returned to us as undeliverable, the customer will be responsible for any re-delivery costs.

  • Next Working Day option. This charge per item covers our engraver's priority order fee for same day work which is necessary for us to post orders in time for Next Working Day courier delivery. It is not a postage charge, we do not charge extra for courier delivery on Next Working Day orders, only normal postage costs are added to your order at the checkout (UK only ).
    Any item ordered for Next Working Day placed before 1 pm are delivered the following working day (any time from 8.30 am to 6.30 pm). Orders placed after 1 pm will be delivered in 2 working days. Orders received after Friday 1pm will be dispatched Monday.
    (During Christmas and other busy winter periods Next Working Day Delivery May take 1 - 2 days depending on the item and the customer's location).

  • Wholesale orders are shipped via courier owing to weight of the order please allow 10 working days for wax products and 14 working days for Body products. Very large wholesale orders may take longer (up to 6 weeks).

  • Any order over 4kg's are automatically shipped using a courier as this is the cheapest way and you can order any amount of products up to 28kg and the courier rate remains the same.

  • 2 Day Dispatch option. This option is available on some items and gives an option to include delivery in 2 days from when the item is completed.
    It is a faster option than standard delivery but does not speed up completion time. The best way to receive items in a hurry is our Next Working Day option.

  • Lost Orders If you suspect your order may be lost please contact us by email to confirm this within 30 days of the order date, or any replacement email or notice. It is the customer's responsibility to notify us by email. If we are not notified by email within this time we may be unable to assist recovery or replacement. It is company policy to send replacements rather than refund if an item is lost. If standard delivery is used a replacement can only be sent after Royal Mail's standard waiting period of 15 days from dispatch and once we have been notified by email of a missing delivery ordered from us with standard postage.

  • Special Items Special Seasonal items such as glass baubles are handmade and engraved for the maximum depth to ensure safety and integrity of the bauble as well as display the message. Please bear in mind glass baubles may not be as deeply engraved as a vase or glass frame where the glass is much thicker and we are able to engrave more deeply. All Baubles are packaged individually, if you require a presentation box or presentation packaging to accommodate a large order to give as a gift, please contact us first, as we cannot supply this option free of charge.

    Damaged Or Broken Items The customer is required to open and review their order upon receipt, if any item is damaged or broken please email us with an order number and photo of the item to receive your replacement. All glass items must be opened and viewed as soon as possible, within a week of delivery for us to best enable any replacements.

    Packaging

  • Unless a gift is stated as being with a Gift or Presentation box, all our gifts are packaged for delivery purposes only. Although upon request gift boxes can be sent with a gift for a small cost.

    Worldwide Shipping

  • We aim to send goods within 5 working days of receiving cleared payment. Items will be sent via Royal Mail Airmail. Delivery times will vary depending the destination of the package but allow between 5-21 days for delivery.

    International Orders

  • International orders are dependent on our ability to safely ship the required gift to the country requested. If due to the item's structure a long journey is not optimal the order may be cancelled. Any items shipped internationally are done at the customer's risk.

    Holiday Deliveries

  • Although we re still available to take orders online, Pure-Light.co.uk will be closed over standard U.K. holidays such as New Years' Day, Easter, May Bank Holiday, Spring Bank Holiday, Summer Bank Holiday (August) and Christmas Holidays from midday 24th December - 31st December.

    Alterations and Cancellation

    When you place an order for an engraved or customised gift please enter it exactly how you'd like the engraving to be as it is usually possible to alter or cancel the gift or engraving order only before any work has begun. So if any changes are to be made please notify us by email to confirm the changes as soon as possible. Our email address can be found on the Contact Us tab. It is solely the customer's responsibility to check that any text is suitable and correctly entered and to check the invoice is correct. Also it is the customer's responsibility to check any alterations given comply with the text allowance for the entry form of the item ordered.

    Returns

    1. If you wish to cancel your order:
    1. you can notify us by email confirmation any time before we have begun working on the engraved item, or before item have been personalised and dispatched to you;
    2. or
    3. where goods have already been dispatched to you, by returning goods to us in accordance with clause 4.2 below.
    2. Ask for a returns number by email before returning any items. You can return goods you have ordered from us for any reason at any time within 14 days of receipt for a full refund less postage or exchange. The costs of returning goods to us shall be borne by you.
    3. Upon receipt of the goods we will give you a full refund of the amount paid less postage or an exchange credit as required.
    4. The rights to return the goods to us as referred to in clause 3
    4.1 Personalised goods can be returned only if damaged, or by our fault wrongly engraved, no returns are accepted without our prior authorisation, so please contact us to arrange a return.
    4.2 We offer a full money back guarantee on items bought up to 14 days of receiving these goods, see point 4.3 and 4.4 for exceptions.
    Goods must returned in their original packaging in the condition they were received.
    4.3 Exception by delivery - While Pure-Light will always try to deliver for any special date required, unless courier or Next Working Day delivery has been purchased we cannot accept a return solely on the grounds that delivery has failed to occur within the requested period, unless this period is more than 10-14 working days after dispatch and a replacement has not been sent or requested.
    4.4 Exceptions Goods- returns will not apply in the following circumstances: -
    1. In the event that the product has been used.
    2. To any products sent that have been engraved or customised specifically for your order, unless damaged or engraved differently to your order without email notice.
    The provisions of this clause 4 do not affect your statutory rights.

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