Flame Lily Atelier 
Last Updated: 28 March 2026

We are committed to delivering carefully crafted pieces and a considered customer experience. The information below outlines our policies to ensure clarity, quality, and fairness.
 

Order Processing

All standard orders are processed and dispatched within 3 working days (Monday to Friday, excluding bank holidays).

Orders placed after 5pm or on weekends will be processed from the next working day.
 

Candle cakes, soap cakes, and made-to-order items are created upon purchase and require additional production time.
These items will be carefully crafted and dispatched within up to 2 weeks from the date of order.

During peak periods or special releases, processing times may extend slightly. Any significant delays will be communicated.
 

Delivery

Standard UK delivery is charged at a flat rate of £4.99 per order.

We offer free UK delivery on orders of £50 or more (after any discounts are applied).

Delivery timeframes begin once your order has been dispatched and are estimates only.

We are not responsible for delays caused by couriers or circumstances beyond our control.

Customers are responsible for ensuring delivery details are accurate. We are not liable for orders delivered to incorrect addresses provided at checkout.

Risk passes to the customer once the parcel is marked as delivered.
 

Damaged or Lost Items

If your order arrives damaged, you must contact us within 48 hours of delivery and provide clear photographs of:

• The product

• The packaging

• The shipping label

We will assess and arrange a replacement or refund where appropriate.

If a parcel is lost, we will initiate an investigation with the courier. Refunds or replacements will be issued once loss is confirmed.

Returns & Cancellations

Under UK law, you have the right to cancel your order within 14 days of receiving your goods.

To be eligible for a return, items must be:

• Unused and unlit

• In original condition

• In original packaging

Due to hygiene and safety reasons, used candles or soaps cannot be returned.

Customers are responsible for return shipping costs unless the item is faulty.
 

Candle Cakes & Decorative Centrepieces

Candle cakes and sculptural centrepieces are designed as decorative, event-style pieces.

Returns are only accepted if items are:

• Unused

• Unlit

• Undamaged

We do not accept returns for items that have been:

• Lit or melted

• Used for events or display

• Altered in any way
   

Made-to-Order & Bespoke Items

Made-to-order, bespoke, and personalised items are non-refundable and non-cancellable once production has begun.

This includes custom candle cakes, bouquets, and one-of-a-kind commissions.

By placing an order, you acknowledge that production may begin shortly after purchase.
 

One-of-a-Kind Pieces

Certain designs are released as one-of-a-kind creations and will not be replicated.

These items are non-refundable unless faulty.
 

Refund Processing

Once returned items are received, they will be inspected to ensure they meet return conditions.

If approved, refunds will be processed within 14 days to the original payment method.

We reserve the right to refuse refunds or apply deductions where items show signs of use or diminished value.

Original delivery charges will only be refunded where required by law.
 

Candle Care & Safety

Our candles are handcrafted and must be used responsibly.

• Trim wick to approximately 5mm before each burn

• Allow a full melt pool on first burn

• Do not burn for more than 3–4 hours at a time

• Never leave unattended

• Keep away from children, pets, and flammable materials

Decorative elements may affect the burn and should be adjusted if necessary.

We are not responsible for damage caused by misuse or failure to follow care instructions.
 

Soap Use & Skin Care

Our soaps are handcrafted in small batches.

• Review ingredients before use

• Perform a patch test if you have sensitive skin

• Discontinue use if irritation occurs

We are not liable for allergic reactions where ingredients have been clearly listed.

Used soaps cannot be returned unless faulty.
 

Handmade Variation

All products are handcrafted.

Variations in colour, texture, marbling, scent strength, and decorative detail are part of the design and not considered defects.

No two pieces are identical.
 

Storage & Care

Products should be stored in a cool, dry place away from direct sunlight and heat.

We are not responsible for damage caused by improper storage after delivery.
 

Final Notes

Once a product has been used, it is considered accepted and cannot be returned.

This policy does not affect your statutory rights under the Consumer Rights Act 2015.