Frequently Asked Questions

FAQs

   

1. Do the candles flicker?
2. Do the candles get hot if left on for a long period of time?
3. Do the candles come with batteries?
4. Can I use a remote control with any of the candles?
5. Are any of the Smart Candles waterproof?
6. Do the candles work worldwide?
7. Is it possible to preserve or prolong performance of rechargeable candles?
8. Do the candles come with a warranty?
9. Where can I get replacement batteries for my battery operated candles?
10. Can I buy replacement parts for my rechargeable candle sets?
11. Do you offer bulk or trade discounts?
12. Are you a manufacturer or distributer?
13. Do you have a gift wrappng service?
14. What methods of payment do you accept?

                                                                  

         15. Do you charge VAT
16. Am I able to send my order to a different address as the invoice address?
17. Am I able to send an order as a gift without prices?
18. Do you ship orders internationally?
19. How much does delivery cost?
20. Am I able change or cancel my order?
21. Do I need to be available for the delivery of my candles?
22. When will my candles be dispatched and delivered?
23. Who will be delivering my parcel?
24. I have received my order, however it is faulty/damaged, what should I do?
25. My parcel has not yet arrived, what should I do?
26. If I am not completely satisfied with my order, am I able to return them for a refund or exchange?
27. Do you have a catalogue?
28. How can I contact you? 
    


1. Do the candles flicker?
Yes, our candles have a natural flicker to mimic a real flame effect. We have tried and tested the candles to ensure the safety of the flicker with those who suffer from photo-sensitive epilepsy. Some of our candles also have a steady flame option which allows you to change the flicker to a steady light which can be useful for those who do not wish to have a flicker.


2. Do the candles get hot if left on for a long period of time?
No, the candles are lit using LED technology which is a non-heat generating form of light known in the trade as an LED candle.


3. Do the candles come with batteries?
The majority of Smart Candle products are supplied with batteries, however Smart Flame Candles are not. Luminara Candles are not supplied with batteries. Batteries are available to buy on our website.


4. Can I use a remote control with any of the candles?
Yes, most of the Luminara candles are remote control enabled, along with our Smart Candle rechargeable Warm White and Candle Light Platinum and Evolution Tea Light sets and Smart Flame Candles.


5. Are any of the Smart Candles waterproof?
Yes, we have a range of Smart Candles which are waterproof. Our Battery Operated Outdoor Silicone Wax and the Luminara Outdoor candles have been designed specifically to be able to withstand the elements including high and low temperatures as well as heavy rainfall, due to clever outdoor design. We also have the Evolution Induction Rechargeable Tea Light candles which are also completely sealed so are completely waterproof and are a great alternative to the Silicone Wax as they are so versatile!


6. Do the candles work worldwide?
All of our products can be used worldwide. For our Rechargeable and Low Voltage products, we have UK, CE and UL plug adaptors.


7. Is it possible to preserve or prolong performance of rechargeable candles?
Yes, you can preserve the performance in the flicker. Treat your candles as you would your mobile phone. That is, periodically allow your rechargeable candles to completely discharge and then fully recharge


8. Do the candles come with a warranty?
All of our candles apart from the SC2601 Moving Flame bulb come with a 1 year warranty. Due to the design of the Moving flame bulbs we cannot produce a warranty for this product. Please see our 1 year guarantee page for more info.


9. Where can I get replacement batteries for my battery operated candles?
The batteries used within our Smart Candles are readily available from most supermarkets, however we do also keep stock of spare batteries, so you are able to purchase them through the SPARES section of our website.


10. Can I buy replacement parts for my rechargeable candle sets?
Yes, we sell replacement candles, charging trays and chargers for all of our rechargeable sets. Please see our Spares section for a full range of our replacement parts. As we have a range of different rechargeable sets, it is always best to have a look at the pictures on the spares sections to identify which replacement you would need.


11. Do you offer bulk or trade discounts?
Yes. On our website we offer various bulk discounts on our individual products. If you contact our office we are also able to offer other discounts on your overall orders. Please contact our office for more details.


12. Are you a manufacturer or distributer?
We are the direct manufacturer of all of our candles. Our factory produces 12,000 candles per day, and we are constantly finding new ways to improve our products. As we are the manufacturer, we keep a large quantity of a wide variety of candles in stock and are able to sell quality products at great prices.


13. Do you have a gift wrapping service?
Unfortunately we do not currently offer a gift wrapping service.


14. What methods of payment do you accept?
We have various methods of payment available; PayPal, Credit/Debit Card (Excluding American Express), Bank Transfer, Cheque (UK only) and Purchase Order. To pay through bank transfer, cheque or purchase order please contact us on 01753 621 777 or enquiries@smartcandle.co.uk


15. Do you charge VAT?
For orders within Europe, VAT is included in the price, however orders outside Europe exclude VAT.


16. Am I able to send my order to a different address as the invoice address?
Yes, when you check out you will be given an option to ship to a different address as your billing address. When inputting your addresses, please ensure that all details are correct as we send out orders to the exact address stated.


17. Am I able to send an order as a gift without prices?
Yes, if you would like to send a gift to someone, we will be more than happy to help you. Please contact our office and we will be able to create a delivery note with no prices included.


18. Do you ship orders internationally?
Yes we ship orders worldwide, for prices and estimated transit times please see our delivery options page.


19. How much does delivery cost?
We offer free standard delivery on all orders over £25 to mainland UK. For orders under £25, delivery costs £3. Delivery to all other locations costs range from £12 to £45 depending on the destination. For more information, please see our delivery options page.


20. Am I able change or cancel my order?
Yes, prior to shipping the order is able to be changed or cancelled. You will need to contact us by either calling 01753 621 777, emailing us on enquiries@smartcandle.co.uk, or completing a contact form  and we will be able to try and see what we are able to do to amend your order.


21. Do I need to be available for the delivery of my candles?
Most of our deliveries do need to be signed for, so they will need to be sent to an address where someone is available to sign for them. We use this method as it ensures that your candles are delivered to you directly and we can track them if need be.


22. When will my candles be dispatched and delivered?
We aim to dispatch all orders on the same day they are placed. (Excluding weekends and bank holidays) Orders placed over the weekend are shipped the following working day. For orders within the UK, we send out the candles on a 48hour delivery, however for orders placed before 2pm, you are also able to select Next Day or Pre-Noon Next Day at the checkout, for a faster delivery. Orders outside the UK, can take between 2-9 days, however for more information please have a look at our shipping information.


23. Who will be delivering my parcel?
Depending on the destination and size of your parcel, your candles will be delivered by one of our three couriers; Royal Mail, DPD or TNT. See our Delivery options for more information.


24. I have received my order, however it is faulty/damaged, what should I do?
Please contact us by either calling 01753 621 777, emailing us on enquiries@smartcandle.co.uk, or completing a contact form and we will try to amend the problem over the phone, or will arrange for an exchange/refund. Please see our Returns Policy  for more details.


25. My parcel has not yet arrived, what should I do?
If the parcel has still not arrived after the expected delivery time as stated on our shipping information, then please contact us by either calling 01753 621 777 or emailing us on enquiries@smartcandle.co.uk, and we will be able to find out where your candles are for you.


26. If I am not completely satisfied with my order, am I able to return them for a refund or exchange?
We offer a 14 day money back guarantee, as long as you return the items unused and in their original packaging, we will be able to either refund you the full cost of your items less delivery costs, or exchange them for a more suitable product. For more information, please see our 14 days to return page.


27. Do you have a catalogue?
All of our products are on our website, so unfortunately we do not have a catalogue at this moment in time, however we are currently working on a downloadable catalogue, which will be available soon.


28. How can I contact you?
Our office is open Monday to Fridays (Excluding Bank holidays) 9am to 5pm, and we have a few ways for you to contact us. Our Smart Candle Help live chat service allows you to speak directly to our customer service team during our office hours, however you are also able to call our office on +44 (0)1753 621 777, email us on enquiries@smartcandle.co.uk, or use our contact us page to send us a message.