Order FAQs

My parcel is with UPS, can I collect it?

Your parcel can't be collected directly from the UPS depot however you can choose to collect from a local store. Simply look for the UPS Access Point™ option when you're tracking your parcel.

How can I track my order progress?

Click the link in your Shipping Confirmation email or visit our Order Tracking to check on the status of your order.

I have had item(s) cancelled from my order, when will I get a refund?

Your refund will appear in your account within 3-5 business days of cancellation.

How do I return a gift that was sent to me?

We are only able to process returns with the person who made the order. Please contact the purchaser to arrange replacement or return.

Can I exchange my order instead of returning it?

To exchange your order, please visit our Contact Us page to get in touch with our team.

How long does a refund take?

Once we have processed your return, your refund will appear in your account within 3-5 business days.

How long does it take to process a return?

After the item has arrived back in our warehouse, it can take up to 14 business days to process.

I lost my returns note, how do I request another one?

Simply include a note in the parcel, containing your name, home address, email address, telephone number and order number.

I am missing an item from my order, what do I do?

Visit our Contact Us page to get in touch with our team. Please include your order number in the message.

An item from my order is wrong, what do I do?

Visit our Contact Us page to get in touch with our team. Please include your order number in the message.

Why have I been charged twice?

The first transaction is the authorisation (pending transaction) made at the point of placing your order and the 2nd transaction is the settlement of the authorisation which is made once your order has been shipped. The authorisation will disappear depending on the policy of your bank.

Is my order cancelled as I am not able to find it/track it on your website?

If your order was cancelled, you would have received an email. If you have not received an email regarding a cancelled order and your order is not visible on the website, please visit our Contact Us page to get in touch with our team.

When checking the status of the shipment on the UPS website it says that my order was damaged in transit and I have not received my order.

Visit our Contact Us page to get in touch with our team, including your order number in the message.

My order was delivered damaged, what should I do?

Please use our Contact Us form and include your order number and a list of the damaged items. We will also ask you to send us photographs showing the damage (if it safe to do so).

My order was cancelled but there is a pending transaction on my bank statement.

This is an authorisation for payment but is not a charge against your account. The authorisation will be released from your account.

I can see a 0.01 transaction, what is it for?

An authorisation hold (0.01) is a charge placed on your account that remains pending while we confirm that your payment method is valid. These authorisations are voided when payment method is verified and will be released from your account.

How do I track my order?

To track your order, go to the order tracking page. Enter your order number (which starts with a w) and click on "check status".

How do I cancel or modify my order?

Once your order has been placed we are unable to change any details or cancel your order. If you made a mistake, please contact our customer service team (visit our Contact Us page for details) so we can arrange to return your order once it has shipped or try to amend the delivery address with the courier.

What if I have not received my order?

If you have not received your order, please contact our customer service team (visit our Contact Us page for details).

What if I receive my order and it is damaged, defective or not what I ordered?

If you are not completely satisfied with your order, please contact our customer service team on (visit our Contact Us page for details).

How do I make a return?

To make a return and get a refund, please contact our customer service team (visit our Contact Us page for details).

What are the delivery costs and times?

We have a few options for delivery, depending on where you are based. Please visit our Delivery page for full details.

What countries do you deliver to?

This website www.yankeecandle.co.uk delivers to the UK, Isle of Man and Channel Islands.

If you are in another country, please order on the corresponding website:

France:
www.yankeecandle.fr
Germany:
www.yankeecandle.de
Italy:
www.yankeecandle.it
Ireland:
www.yankeecandlecompany.ie
United States and Canada:
www.yankeecandle.com

For other countries, please contact your local distributor.