Delivery and Returns

Below, you’ll find our policies regarding delivery and returns, designed to make everything as clear and hassle-free as possible.

Delivery information

Rosefox ships throughout the UK and internationally.

Every order is hand-packed with care in Sheffield, UK, to help make sure it reaches you safely.

Processing time

We aim to dispatch all orders within 3-5 business days after your order is placed.
Please note that during busy periods (such as holidays or product launches), processing times may be extended. We will notify you of any delays.

Shipping options

UK Shipping

UK orders are sent using a tracked delivery service.
Once dispatched, delivery typically takes 3–5 business days.
Shipping costs are calculated at checkout based on the size and weight of your order.
Shipping rates will be calculated at checkout, depending on the size and weight of your order.

International shipping

We ship Rosefox products worldwide, with available shipping options and prices calculated at checkout based on your destination and order.
International delivery times vary depending on destination and may occasionally be affected by customs processing.
International orders may also be subject to local customs duties, import taxes or handling fees. Unless explicitly stated otherwise at checkout, these charges are not included in your Rosefox order and are the responsibility of the recipient.

Delivery notifications

Once your order has shipped, you will receive a shipping confirmation email with a tracking number so you can monitor your delivery’s progress.

Returns policy

We hope you love your Rosefox order, but if you change your mind about a standard product purchased online, please contact us within 14 days of receiving your order.

Once you've told us you'd like to return your order, you then have 14 days to send the item back.

Products should be returned unused and in their original condition. Customers are responsible for the cost of returning unwanted items unless the product is faulty or has arrived damaged.

Once your return has been received, we'll process your refund within 14 days. Your refund will include the original standard delivery charge where applicable. Any additional amount paid for an upgraded or express delivery service is not refundable.

Personalised or genuinely custom-made products may not be eligible for change-of-mind returns.

Your statutory rights are not affected.

Damaged or faulty products

If something has gone wrong with your order, please get in touch as soon as possible — ideally within 7 days of delivery — and we'll help put it right.

Please include:

Your order number
A description of the issue
Clear photos showing any damage or fault

Depending on the circumstances, we'll arrange an appropriate replacement, refund or other remedy.

The request to contact us within 7 days helps us investigate delivery damage quickly and does not affect your statutory rights.

Non-returnable items

We cannot accept change-of-mind returns for products that have been used beyond what is reasonably necessary to inspect them, or products that have been damaged after delivery.

Personalised or genuinely custom-made items may also be excluded from change-of-mind returns.

This does not affect your rights if an item is faulty, damaged or not as described.

Refund policy

Approved refunds will be returned to your original payment method.

For returned unwanted goods, refunds will normally be processed within 14 days of receiving the returned items or receiving evidence that they have been sent back.

For damaged or faulty goods, we'll confirm the appropriate refund, replacement or other remedy with you after reviewing the issue.

Order cancellations

If you need to cancel an order before it has been dispatched, please contact us as soon as possible and we'll do our best to stop it before it leaves us.

For standard products purchased online, your statutory cancellation rights also apply after delivery as explained in our Returns section above.

Contact

If you have any questions or need further assistance regarding delivery or returns, feel free to contact us.

We hope you love your candles, and we’re here to make sure your experience with Rosefox Candles is nothing short of magical!