Cleave's Home Fragrance appreciate and value all of our customers and a positive customer experience is our number one aim. However, we are required to have terms and conditions which are detailed in the following text. By reading this you accept all Terms & Conditions stated here. If you do not agree then you should navigate away from this domain.
We reserve the right to make changes to our Terms & Conditions at any time without warning or prior notification. You should make note of our Terms & Conditions prior to making any purchases on our site.
Cleave's Home Fragrance will respect customer privacy at all times and we will never share your information with a third party. Your confidence is guaranteed.
As part of the order process, it is necessary for us to collect some personal information from you. This may include your name, address, phone numbers, email addresses and payment details.
We may use your personal information:
- To process your order
- To send you information about our special offer, promotions and updates
- To communicate with you regarding enquiries, complaints or sales
The content of our website, social media, promotional materials and emails including all text, trademarks, logos and any other design are protected by copyright laws in the UK. Cleave's Home Fragrance do not allow any unauthorised attempt to copy, modify, distribute or reproduce any content from our websites or social media outlets. Likewise, we do not allow any unauthorised attempt to copy our products, branding, style etc.
Once you have placed your order with us, you will receive a confirmation email stating your order details. Following this, you should receive a dispatch email stating that your order has been shipped.
Due to sheer demand, processing time (preparing and packing) can take up to 5 working days, and delivery can take an additional 5 working days - depending on your chosen method of shipping. Therefore, you can expect to receive your order within 1-2 weeks. *Please take note of this waiting time prior to placing an order with us*.
Please do get in touch should you not receive your order within the specified time above.
The address for delivery will be the one you use via your method of payment or the one linked to your account with us. Please ensure you have entered the correct details before placing your order. We accept no responsibility for any spelling mistakes or errors regarding any delivery details you have supplied to us.
We currently ship to any country globally. Cleave's Home Fragrance uses several different types of postal service providers. Residents of the United Kingdom will have the choice of either Royal Mail 2nd Class Signed For, DPD Tracked or Local Collect. Simply select your desired courier at checkout.
All customers that require shipping MUST pay for their shipping in full. Royal Mail is available at a cost of £4.70 or DPD at £7.79. Our "Add to EXISTING order" option at checkout is only for the use of customers who have an existing order with us that they have already paid shipping for. Likewise, "Local Collect" is only to be used if you can physically collect your order from our premises. We do NOT offer Free Shipping. We reserve the right to cancel any orders placed on our website that have not been paid for correctly.
For international customers, we will utilise the most cost effective service provider and this may be negotiated between us. However, we reserve the right to make the final decision.
If at any time, a particular order is too heavy to be shipped with the customers' selected shipping method, we may be in touch to request further payment. Any extra payment is expected to be paid in full prior to shipping. We will accept bank transfer (please email us for our details), however our preferred method of payment is via PayPal: firstname.lastname@example.org
Our site uses Paypal provided by Braintree. This allows our customers to pay using a variety of payment gateways and digital wallets. You can easily log-in and pay using your pre-existing PayPal account. Alternatively, you can pay via your credit/debit card, Apple Pay or Google Pay.
Order requests will only be accepted should the payment transaction be completed with full payment. Non-payments will result in order cancellation. No compensation will be offered for any payment fail situation.
Payment is required in full at the time of order. Payment can be made through our direct checkout system. Click the ‘Add to Cart’ button to add products and click ‘Checkout’ when you are ready to purchase. We will then guide you through the check out process.
Prices on our website are INCLUSIVE of VAT. We only charge VAT on UK and EU orders. ROW (rest of world) customers are not required to pay VAT. Prices will adjust accordingly at checkout.
Discount codes must be redeemed using the coupon code box at checkout. You must enter your code into this box and click apply for your discount to work. Entering your code into the order notes/comments section of your order will deem your offer invalid, as we are unable to refund you the percentage once your order has been submitted. To clarify, you must use your code in the relevant box at checkout. If you do not enter it correctly, or if you forget to use it, we cannot be held responsible. We may allow you to use the code against a future order instead, however, we reserve the right to discontinue the code should it's expiry date have already passed.
Damaged Goods and Returns Policy
At Cleave's Home Fragrance, we check every product to ensure that the highest standard has been met on every item prior to dispatch. Should you receive any item that you are not satisfied with, you must contact us within 48 hours. You may contact us via our email address: email@example.com or via our online contact form. We will discuss the available options with you at the time of contact. When you contact us, please ensure that you provide your order reference number and contact details. Furthermore, please submit supporting evidence of any faulty goods.
Returns: Any products that you are unhappy with must be shipped back to us within 14 days of delivery. To return an item, please contact us by emailing us at firstname.lastname@example.org to notify us first. We will then guide you through the returns process. Unfortunately we cannot guarantee we will receive your return, so a tracked shipping service is advisable. Return shipping is covered by the customer. When we receive your returned items, we will notify you via email and proceed with refunding your order. Please allow 7 days of receiving your returned product before the money is returned to your account.
To cover yourself, always ask for a Proof of Posting from the Post Office for any parcels/items you are sending back to us. We may ask to see proof that you have returned said items, should we not receive them when expected.
Should you find the need to cancel your order, you must do so within 24 hours of the order being placed. Once we have been notified that you wish to cancel, you should receive a refund to your original payment method within 2-5 working days. Unfortunately, we cannot offer a cancellation if more than 24 hours have passed since you placed your order - this is due to the fact that your order will most likely already be in the production stage.
Use of Digital Images for Products
On our website, we use digitally generated images for some of our products. This means that the image is not an exact photograph of the product itself, but a representation of what it may look like. We strive to keep our products as close looking visually to the images we place online, however, as our products are handmade, we do not guarantee that the image (colour) you see online is what you will receive. Please be aware that we do use glitter on the majority of our waxes, but the glitter is not shown online. We reserve the right to decline any returns as a result of this and by purchasing on our website, you are already agreeing to these terms.