Shipping policy

Shipping Policy

Thank you for shopping with CLIOS. Every order is prepared and packaged with care before leaving us.

Order Processing

Orders are typically processed within 1–3 business days, Monday to Friday, excluding UK public holidays.

During periods of increased demand, including product launches, promotional events and seasonal periods, processing may take slightly longer.

If there is a significant delay affecting your order, we will contact you using the email address provided at checkout.

UK Delivery

We deliver throughout the United Kingdom.

Available delivery options, charges and estimated delivery times are displayed at checkout before you complete your order.

Once your order has been dispatched, you will receive a dispatch confirmation by email. Tracking information will also be provided where available.

Delivery times shown at checkout are estimates unless a delivery service is expressly described as guaranteed.

Where no specific delivery period has been agreed, we will deliver your goods without undue delay and, in any event, within 30 days of the contract being entered into, as required by applicable UK consumer law. 

International Delivery

We offer international delivery to selected destinations.

Available destinations, delivery options and shipping charges will be displayed at checkout.

International deliveries may be subject to customs clearance and local import requirements, which can affect delivery times.

Unless expressly stated otherwise at checkout, customers are responsible for any applicable customs duties, import taxes or other charges imposed by the destination country. These charges are not included in the product price or shipping charge paid to CLIOS.

We recommend checking any applicable import requirements in your destination country before placing an order.

Shipping Costs

Shipping charges are calculated and displayed at checkout before payment is completed.

From time to time, we may offer complimentary delivery or other shipping promotions. Any relevant conditions or minimum-spend requirements will be clearly stated at the time of the promotion.

Order Tracking

Where tracking is available, tracking information will be sent to the email address associated with your order once it has been dispatched.

Please allow a short period after receiving your dispatch confirmation for the courier’s tracking system to update.

Delivery Addresses

Please check that your delivery address is complete and accurate before submitting your order.

If you notice an error after placing your order, contact us as soon as possible at support@clioscandles.co.uk. We will try to amend the address where possible, but we cannot guarantee that changes can be made once an order has entered the fulfilment or dispatch process.

If an order cannot be delivered because the address supplied by the customer was incorrect or incomplete and the parcel is returned to us, we may ask you to pay reasonable additional delivery costs before the order is resent.

This does not affect your rights where a delivery problem has been caused by CLIOS or the delivery provider.

Lost or Delayed Deliveries

If your order has not arrived within the expected delivery period, please contact us at support@clioscandles.co.uk.

We will investigate the shipment with the delivery provider and work to resolve the matter as quickly as reasonably possible.

For consumer orders, responsibility for the goods generally remains with CLIOS until you, or a person nominated by you, takes physical possession of them. An exception may apply where you independently arrange a carrier that was not offered by us. 

If a delivery is lost while it remains our responsibility, we will provide an appropriate replacement or refund in accordance with your legal rights.

Damaged Deliveries

Every CLIOS order is packaged carefully to help protect it during transit.

If your order arrives damaged, please contact us as soon as reasonably possible, ideally within 48 hours of delivery, so that we can investigate the matter promptly.

Where possible, please provide your order number, photographs of the damaged product and photographs of the outer and internal packaging.

We will assess the issue and arrange an appropriate resolution, which may include a replacement or refund.

The request to contact us promptly does not limit or affect your statutory rights if an item is faulty, damaged or otherwise does not conform to your contract.

Delivery Delays Outside Our Control

Occasionally, deliveries may be affected by circumstances outside our reasonable control, including severe weather, transport disruption, customs delays or disruption affecting delivery providers.

Where this happens, we will take reasonable steps to minimise the effect of the delay and assist you where appropriate.

Nothing in this section limits any statutory rights you may have in relation to late or failed delivery.

Contact Us

For questions regarding delivery or an existing order, please contact:

CLIOS Candles Ltd
Email: support@clioscandles.co.uk

We aim to respond within 1–2 business days.