Definitions

The following definitions apply to these Terms and Conditions:

“Order” means a purchase made by you through our website for one or more Products.

“Personal Information” means the details you provide to us when placing an order or using our website, including your name, email address, billing and delivery addresses, telephone number, and payment information.

“Website” means the online store operated by Flame Lily Atelier Ltd.

“Product” means any item offered for sale on our Website, including candles, soaps, candle cakes, bouquets, and made-to-order or bespoke creations.

“Product Description” means the information provided on the Website in relation to a Product, including but not limited to pricing, images, scent descriptions, dimensions, and any relevant product details.

“Made-to-Order Product” means any Product that is created upon purchase, including custom, personalised, or one-of-a-kind items.

“Terms and Conditions” means these Terms and Conditions together with any additional policies referenced on our Website.

“We”, “Us”, or “Flame Lily Atelier” means Flame Lily Atelier Ltd.

“UK” means England, Wales, Scotland and Northern Ireland.

“You” or “Customer” means any person placing an Order through our Website.

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Use of Our Website

1.1 Access & Use

This Website is provided for personal use only. By placing an Order, you confirm that you are at least 18 years of age and legally capable of entering into a binding contract.

We reserve the right to update or amend these Terms and Conditions at any time. The latest version will always be available on our Website, and continued use of the Website constitutes acceptance of any changes.

We may modify, suspend, or withdraw the Website (or any part of it) at any time without notice. We shall not be liable for any such changes.

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1.2 Intellectual Property

All content on this Website, including but not limited to:

• Product designs

• Candle cakes and bouquet arrangements

• Images and photography

• Text, descriptions, branding, and logos

is the property of Flame Lily Atelier Ltd or licensed to us.

This content is protected by copyright, trademark, and other intellectual property laws.

You may not copy, reproduce, distribute, modify, or use any content without our prior written permission.

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1.3 User Responsibilities

You agree that any information you provide to us is:

• Accurate

• Complete

• Current

You must not use the Website:

• For unlawful purposes

• To submit false or misleading information

• To infringe on the rights of others

We reserve the right to refuse access to the Website or cancel Orders where misuse is suspected.

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1.4 Links to Our Website

You may not create links to our Website in a way that suggests any form of association, approval, or endorsement without our prior written consent.

Our Website must not be framed or embedded within another site without permission.

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1.5 Website Accuracy

We aim to ensure that all information on our Website is accurate and up to date. However, we do not guarantee that all content is free from errors or omissions.

Product images, colours, and descriptions are provided for guidance only and may vary due to the handcrafted nature of our products.

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1.6 Website Availability

We do not guarantee that the Website will be:

• Uninterrupted

• Secure

• Error-free

We are not responsible for any loss of data or disruption caused by use of the Website.

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1.7 Third-Party Links

Our Website may contain links to third-party websites or services.

We have no control over these and accept no responsibility for their content, policies, or practices.

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3. Our Products

3.1 Product Descriptions & Appearance

We take all reasonable care to ensure that Product Descriptions are accurate and up to date.

Due to the handcrafted nature of our products, variations may occur in:

• Colour and tone

• Marbling and texture

• Floral placement and decorative detail

• Overall finish and structure

All images are provided for guidance only. While we aim to display products as accurately as possible, colours and appearance may vary depending on your device or screen.

These variations are part of the design and are not considered defects.

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3.2 Handmade & Made-to-Order Products

Many of our products, including candle cakes, bouquets, and selected items, are made to order.

This means each piece is individually crafted upon purchase and may differ slightly from product images.

By placing an Order, you acknowledge and accept the unique, handcrafted nature of our products.

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3.3 Availability

All Products are subject to availability.

Adding a Product to your basket does not reserve it, and items may be removed or become unavailable before your Order is confirmed.

If a Product becomes unavailable after your Order is placed, we will notify you and issue a refund for that item where applicable.

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3.4 No Substitutions

Due to the bespoke and handcrafted nature of our products, we do not substitute items once an Order has been placed.

Each design is created as described, and any variations will be within the scope of the handcrafted process.

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3.5 Product Use

Our candles and soap products are designed for decorative and personal use.

Candle cakes and sculptural designs are primarily intended as decorative centrepieces and may not burn in the same way as standard container candles.

By purchasing, you acknowledge that:

• Decorative elements may affect burn performance

• Each product is designed with both aesthetic and functional considerations

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4. Pricing

4.1 Pricing

All prices on our Website are listed in British Pounds (£) and include VAT where applicable.

Prices apply to online purchases only.

We reserve the right to update prices at any time. However, any changes will not affect Orders that have already been confirmed.

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4.2 Promotions & Discounts

From time to time, we may offer discounts, promotional codes, or special offers.

All promotions:

• Are subject to availability

• Are non-transferable

• Have no cash alternative

• Cannot be combined with other offers unless stated

Promotional codes must be used within their validity period.

We reserve the right to withdraw or amend promotions at any time without notice.

We are not responsible for discounts or codes issued by third parties that are not authorised by us.

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4.3 Delivery Scope

We currently deliver within the United Kingdom only.

Orders placed with delivery addresses outside the UK will not be accepted.

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4.4 Pricing Errors

While we take care to ensure all prices are accurate, errors may occasionally occur.

If we discover a pricing error:

• We are not obliged to fulfil the Order at the incorrect price

• We reserve the right to cancel the Order

• If payment has already been taken, a full refund will be issued

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5. Product Restrictions

5.1 General Restrictions

We reserve the right to refuse or cancel any Order where it is not possible to fulfil it due to:

• Product availability

• Delivery limitations within the UK

• Suspected misuse, fraud, or policy breach

If we are unable to fulfil your Order, we will notify you as soon as reasonably possible and issue a refund where applicable.

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5.2 Product Use & Responsibility

Our products must be used in accordance with the guidance provided.

By placing an Order, you acknowledge that:

• Candles involve an open flame and must be used responsibly

• Soaps are for external use only and should be used with care

We reserve the right not to accept liability where products are used improperly or contrary to provided instructions.

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5.3 Allergy & Sensitivity Disclaimer

Our soaps and fragranced products may contain essential oils, fragrance oils, and other ingredients that may cause sensitivity in some individuals.

By purchasing, you acknowledge that:

• You are responsible for reviewing product ingredients where provided

• You will perform a patch test where appropriate

• You accept that reactions may vary between individuals

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

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6. Order Process

6.1 Order Security

We take reasonable care to ensure that your Order and payment details are handled securely.

However, unless we are negligent, we are not liable for any loss arising from unauthorised access to your personal or payment information.

For further details, please refer to our Privacy Policy.

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6.2 Placing an Order

The process for placing an Order is as follows:

a) You place an Order by completing the checkout process and confirming payment.

b) You will receive an Order Confirmation email detailing the Product(s) you have ordered.
This email acknowledges receipt of your Order but does not constitute acceptance.

c) A contract between you and us is formed only when we send a Dispatch Confirmation email confirming that your Order has been shipped.

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6.3 Delivery & Transfer of Risk

Once your Order has been delivered to the address provided:

• The Order becomes your responsibility

• Risk of loss or damage passes to you

We are not responsible for loss or theft after confirmed delivery.

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6.4 Made-to-Order Production

For made-to-order, bespoke, or customised items:

• Production may begin shortly after your Order is placed

• Once production has begun, the Order cannot be cancelled

By placing an Order, you acknowledge and accept this.

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6.5 Partial Orders

Where applicable, we may fulfil and dispatch Products from the same Order separately.

If part of your Order cannot be fulfilled, we will notify you and issue a refund for the affected item(s).

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6.6 Refusal or Cancellation of Orders

We reserve the right to refuse or cancel any Order (before or after acceptance) for reasons including, but not limited to:

• Product unavailability

• Payment authorisation failure

• Pricing or product description errors

• Suspected fraud or unauthorised activity

• Failure to meet eligibility requirements

• Incorrect or incomplete customer information

• Breach of these Terms and Conditions

If an Order is cancelled, any payment made will be refunded.

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7. Payment

7.1 Accepted Payment Methods

We accept payment in British Pounds (£) only.

Payment can be made using secure payment methods available at checkout, which may include:

• Debit and credit cards (Visa, Mastercard, American Express)

• PayPal or other approved payment providers

All payments must be made in full at the time of placing an Order.

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7.2 Payment Security

All payment transactions are processed securely via third-party payment providers.

We do not store or have access to your full payment card details.

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7.3 Payment Authorisation

By placing an Order, you confirm that:

• You are authorised to use the selected payment method

• The payment details provided are valid and accurate

We reserve the right to refuse or cancel an Order if payment authorisation fails.

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7.4 Fraud Prevention

To protect both you and us from fraud, we may carry out verification checks on your payment details.

This may include:

• Payment authentication

• Identity verification

• Address validation

We reserve the right to delay, refuse, or cancel an Order where fraud or unauthorised activity is suspected.

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7. Delivery

7.1 Delivery Information

You must provide accurate and complete delivery details at the time of placing your Order, including the full name and address of the recipient.

We are not liable for failed or incorrect deliveries resulting from inaccurate or incomplete information provided by you.

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7.2 Delivery Method & Responsibility

Orders will be delivered via third-party courier services.

Once your Order has been delivered to the address provided, it becomes your responsibility.

We are not liable for loss, theft, or damage after delivery has been confirmed.

If you choose to provide delivery instructions (such as leaving the parcel in a safe place or with a neighbour), you do so at your own risk.

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7.3 Delivery Timeframes

All orders are processed in accordance with our stated processing times.

• Standard products are dispatched within 3 working days

• Made-to-order items (including candle cakes and soap cakes) are dispatched within up to 2 weeks

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

We are not liable for delays caused by:

• Courier services

• High demand periods

• Weather conditions

• Circumstances outside our control

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7.4 UK Delivery Only

We currently deliver within the United Kingdom only.

Orders placed with delivery addresses outside the UK will not be accepted.

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7.5 Failed Delivery & Returns

If a parcel is returned to us due to:

• Incorrect address

• Failed delivery attempts

• Refusal to accept delivery

We reserve the right to charge additional delivery fees to resend the Order.

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8. Cancellation of Orders

8.1 Your Right to Cancel

Under the Consumer Contracts Regulations, you have the right to cancel your Order within 14 days of receiving your goods.

To exercise this right, you must notify us in writing within this 14-day period.

You then have a further 14 days to return the item to us.

You must take reasonable care of the Product while it is in your possession and return it in accordance with our Returns Policy.

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8.2 Cancellation Before Dispatch

If you wish to cancel your Order before it has been dispatched, please contact us as soon as possible.

If the Order has not yet entered production or been dispatched, we will issue a full refund, including standard delivery charges where applicable.

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8.3 Made-to-Order & Bespoke Items

For made-to-order, personalised, or bespoke products:

• Production may begin shortly after your Order is placed

• Once production has begun, the Order cannot be cancelled

These items are exempt from the standard 14-day cancellation right unless faulty.

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8.4 Cancellation After Dispatch

If your Order has already been dispatched, you must follow the standard return process.

We may withhold a refund until:

• The returned Product has been received, or

• You provide proof of return

whichever occurs first.

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9. Returns Policy

9.1 Returns Eligibility

If you wish to return a Product, you must notify us within 14 days of receiving your Order.

You then have a further 14 days to return the item.

To be eligible for a return, Products must be:

• Unused and unlit

• In original condition

• In original packaging

You must take reasonable care of the Product while it is in your possession.

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9.2 Non-Returnable Items

The right to return does not apply to the following:

• Made-to-order, bespoke, or personalised items

• Candle cakes and decorative centrepieces that have been used, lit, or altered

• Soaps or hygiene products that have been used

• One-of-a-kind or limited edition pieces

These items may only be returned if faulty.

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9.3 Condition of Returns

Returned Products must be in a condition suitable for resale.

We reserve the right to:

• Refuse a return if the Product has been used or damaged

• Apply a deduction where the Product shows signs of handling beyond what is necessary to inspect it

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9.4 Return Costs

Unless a Product is faulty, customers are responsible for the cost of returning items.

We recommend using a tracked and insured delivery service, as we are not responsible for items lost or damaged in transit.

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9.5 How to Return an Item

To return an item:

1. Contact us within 14 days of receiving your Order

2. Securely package the Product in its original packaging

3. Return the item using a tracked delivery service

Further return instructions will be provided upon request.

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9.6 Refunds

Once returned items are received and inspected:

• Refunds will be processed within 14 days

• Refunds will be issued to the original payment method

We may withhold a refund until:

• The returned Product is received, or

• Proof of return is provided

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

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9.7 Faulty or Incorrect Items

If your item arrives faulty or incorrect, you must notify us within 48 hours of delivery and provide photographic evidence.

You will be entitled to a repair, replacement, or refund in accordance with the Consumer Rights Act 2015.

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10. Liability

10.1 Order Refusal

We reserve the right to refuse, cancel, or suspend any Order where:

• It would be unlawful to fulfil

• Fraud or unauthorised activity is suspected

• There is a breach of these Terms and Conditions

We shall not be liable in such circumstances.

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10.2 Your Legal Rights

Nothing in these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015.

We will ensure that all Products supplied are:

• As described

• Of satisfactory quality

• Fit for purpose

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10.3 Faulty Goods

If a Product is faulty, you are entitled to a repair, replacement, or refund in accordance with UK law.

You must notify us within a reasonable timeframe and provide supporting evidence where requested.

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10.4 Limitation of Liability

To the fullest extent permitted by law, we shall not be liable for:

• Indirect or consequential loss

• Loss of profit or business

• Loss arising from misuse of Products

• Loss arising from failure to follow care or safety instructions

This includes any damage resulting from improper use of candles or soaps.

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10.5 Product Use

Our Products must be used responsibly and in accordance with the guidance provided.

We are not liable for:

• Damage caused by unattended candles

• Fire or heat damage caused by improper use

• Skin reactions where ingredients have been clearly disclosed

• Improper storage or handling after delivery

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10.6 Indemnity

You agree to indemnify and hold harmless Flame Lily Atelier Ltd from any claims, damages, or losses arising from:

• Your misuse of Products

• Your breach of these Terms and Conditions

• Your failure to follow safety or usage instructions

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10.7 Nothing Excluded

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence

• Fraud or fraudulent misrepresentation

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11. General

11.1 Severability

If any part of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force.

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11.2 Events Outside Our Control

We are not liable for any delay or failure to perform our obligations due to events beyond our reasonable control, including but not limited to:

• Natural events

• Supply shortages

• Transport disruption

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11.3 Waiver

If we do not enforce a right under these Terms, this does not mean we waive that right.

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11.4 Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any disputes shall be subject to the jurisdiction of the courts of England and Wales.

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11.5 Third Party Rights

No third party has any rights to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

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11.6 Communication

By using our Website, you agree that communication with us may be conducted electronically, including by email.

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11.7 Entire Agreement

These Terms and Conditions constitute the entire agreement between you and Flame Lily Atelier Ltd and supersede any prior agreements.

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12. Privacy

We value your privacy and are committed to protecting your personal data.

Our Privacy Policy explains how we collect, use, store, and protect your information in accordance with UK data protection laws, including the UK GDPR and Data Protection Act 2018.

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12.1 Personal Information

When you place an Order or interact with our Website, we may collect personal information including:

• Name

• Email address

• Billing and delivery address

• Contact details

• Payment information (processed securely via third-party providers)

This information is used to:

• Process and fulfil your Order

• Provide customer support

• Improve our products and services

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12.2 Data Sharing

We only share your personal information where necessary, including with:

• Payment providers

• Delivery and courier services

• Service providers who support our business operations

All third parties are required to handle your data securely and in accordance with applicable data protection laws.

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12.3 Data Storage & Retention

We retain your personal data only for as long as necessary to:

• Fulfil your Order

• Comply with legal and accounting obligations

• Resolve disputes

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12.4 Your Rights

You have the right to:

• Access your personal data

• Request correction of inaccurate information

• Request deletion of your data (where legally permitted)

• Object to or restrict certain processing

To exercise your rights, please contact us using the details provided on our Website.

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12.5 Security

We take reasonable steps to protect your personal data from unauthorised access, loss, or misuse.

However, no method of transmission over the internet is completely secure.

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12.6 Third-Party Services

Our Website may contain links to third-party services.

These providers have their own privacy policies, and we are not responsible for their practices.

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13. Resolving Issues

 We are committed to providing a high standard of quality and customer experience.

If you have any questions, concerns, or feedback regarding your Order or our Products, we encourage you to contact us and we will do our best to resolve the issue promptly and fairly.

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You can reach us by email at:

customers@flamelilyatelier.com

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We aim to respond to all enquiries within 5 working days.

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