Contact

Contact

We're a small UK team based in London, and we read every message ourselves. Whether you're asking about a candle, chasing an order, organising a return or just curious about how we pour — write to us and we'll get back to you within one business day.

Email

The fastest way to reach us.

support@naldony.com

Replies come from an actual person (not a chatbot, not a ticket queue), usually the same day for emails sent before 16:00 UK time on a business day.

Phone

+44 20 8040 3375

Live, Monday–Friday, 9:00–17:00 UK time (GMT / BST). Voicemails left outside hours are returned by email the next business day, so please leave your order number and the best email address to reach you on.

Customer support hours & response time

  • Hours: Monday–Friday, 9:00–17:00 UK time (GMT / BST)
  • Response: within 1 business day for email and contact-form messages
  • No support on UK public holidays and weekends — messages sent then are handled the next business day

Contact form

Use the form below for anything you'd rather not email — it sends directly to support@naldony.com. Please include your order number if your message is about an existing order; it speeds things up considerably.

Postal address

NORTHWELL GROUP LTD (trading as Naldony)
128 City Road
London, EC1V 2NX
United Kingdom

This address is for correspondence only — please do not send returns here. The returns address (our fulfilment partner ShipBob's UK facility in Birmingham) is in the Returns & Refunds Policy.

We don't accept walk-ins — please use email or the contact form for any in-person enquiry.

Order tracking

You can check the status of your order on our dedicated Track Order page — enter your order number and email and you'll see live updates from the carrier (Royal Mail, DPD, Evri, or UPS depending on your parcel).

A dispatch email with the carrier's tracking link is also sent to you automatically when we hand the parcel over for delivery.

Returns & refunds

For returns, please email us first to get a return authorisation. Posting a parcel back without prior approval may delay or lose the refund.

Full process, return address, and refund timing: see the Returns & Refunds Policy.

What we're best at helping with

  • Choosing the right scent for a room, season or gift
  • Order status, tracking, delivery questions
  • Burn-care advice (wick trimming, max burn time, soot prevention, jar care)
  • Returns, exchanges, refunds and exchanges
  • Damaged or lost parcels — we file the carrier claim for you
  • Wholesale, hospitality and corporate gifting enquiries
  • Private-label / bespoke scent enquiries (case by case)
  • Press, partnership and collaboration requests
  • VAT invoices for business orders

FAQ first?

Most common questions are answered on our FAQ page — burn time, scent throw, ingredients, candle safety, shipping windows, return procedure, payment methods. Worth a quick scan before you write to us; you'll often get the answer in seconds.

Social

We post new scent launches, behind-the-pour videos, candle-care tips, and seasonal pairings. DM us for fast informal questions — but for anything about an existing order, email is faster.

Frequently asked questions

What kind of wax do you use?

100% natural soy wax in every Naldony candle. Soy burns cleaner and slower than paraffin, throws less soot, and is renewable. We avoid paraffin and paraben fragrance carriers.
How long does a candle burn for?

Most of our candles give you 35–55 hours of total burn time when burned in 2–4 hour sessions and the wick is trimmed to 5 mm before each lighting. Exact figure on each product page.
Are the fragrances natural?

Our scents are a mix of essential oils and IFRA-compliant fragrance oils. Every candle is allergen-labelled per the UK CLP Regulation.
How do I get the best scent throw?

Trim the wick to 5 mm before lighting. On the first burn, let the wax melt evenly across the whole jar (about 2–3 hours) to prevent tunnelling.
Are Naldony candles safe around children and pets?

The candles themselves are food-grade soy wax with cotton wicks. Open flame is never safe around children or pets — keep lit candles out of reach, on stable heat-resistant surfaces, and never leave them unattended.
Where do you ship to?

United Kingdom only — England, Scotland, Wales, Northern Ireland and UK postcodes served by our four carriers. We do not currently ship internationally.
How long does delivery take?

5–7 business days from order to doorstep (1–2 days handling + 4–5 days transit). Orders before 16:00 UK time, Mon–Fri begin handling the same day.
How much does shipping cost?

Free on every UK order, no minimum spend, no hidden fees. Prices include UK VAT.
Which carriers do you use?

Royal Mail, DPD, Evri or UPS — whichever fits your parcel size, postcode and current capacity. Tracking number emailed on dispatch.
What if my parcel is lost or damaged?

Email support@naldony.com with your order number and photos. We open a claim with the carrier; once it concludes, you choose a free reship or full refund.
What's your return window?

30 days from receipt — longer than the 14-day legal cooling-off period. Details in the Returns & Refunds Policy.
What condition must the candle be in to return?

New, unused, wick untrimmed and uncut, no burn marks, in original packaging.
Who pays return postage?

Defective / wrong product: we do. Change of mind: you do. After our approval, download and print a return label.
How fast is the refund?

Within 7 business days of us receiving the returned candle. Refund goes back to your original payment method.
What payment methods do you accept?

Cards: Visa, Mastercard, Amex, Discover, Diners, Maestro, UnionPay. Wallets: Apple Pay, Google Pay, Shop Pay. BNPL: Klarna. All via Shopify Payments (PCI DSS Level 1).
Is checkout secure?

Yes. TLS 1.2+ SSL on every page. We never store your full card details — they're processed by Shopify Payments. 3-D Secure on card payments.
What currency are prices in?

British Pounds Sterling (GBP, £). All prices include UK VAT where applicable.
Can I change or cancel my order after placing it?

Yes, if we haven't dispatched it. Email support@naldony.com with your order number. After dispatch, you can refuse delivery or return it under our 30-day policy.
How do I get in touch?

Email: support@naldony.com · Phone: +44 20 8040 3375 (Mon–Fri, 9:00–17:00 UK time). Response within 1 business day.
Naldony candle workshop — hands pouring molten soy wax from a steel pour pot, no finished candles visible

Made in small batches, by hand.

We pour our candles in small batches from 100% natural soy wax — no paraffin, no paraben fragrance carriers, no synthetic dyes that throw soot. Every jar is glass, designed to be reused once the candle is finished.

About us

Free UK shipping

Tracked delivery

SSL secure payments

30 days to return