Shipping policy

Last updated: 2026-06-27

This Policy sets out how Naldony dispatches and delivers orders within the United Kingdom. Orders are picked, packed and dispatched by our fulfilment partner ShipBob from their UK facility: ShipBob UK Fulfillment Centre, Edison Road, Hams Hall Distribution Park, Birmingham B46 1DA.

1. Where we deliver

We deliver to United Kingdom addresses only — England, Scotland, Wales and Northern Ireland, including UK postcodes served by our carriers.

We do not currently ship to:

The Channel Islands, Isle of Man, BFPO, or any other UK territories outside the standard Royal Mail / DPD / Evri / UPS UK delivery network
Any address outside the United Kingdom

If your postcode is not served, our system will block checkout and notify you before payment.

2. Shipping cost

Free UK delivery — always. Every order, no minimum spend, no hidden fees.

3. Lead time

Total delivery: 5–7 business days from the moment your order is placed.

This is composed of:

Handling: 1–2 business days (we carefully pack each candle to protect the jar in transit)
Transit: 4–5 business days with our carriers

Order cut-off for same-day handling: 16:00 UK time, Monday–Friday. Orders placed after 16:00 or on weekends and bank holidays begin handling the next business day.

4. Carriers

Carrier	Service
Royal Mail	Tracked 24 / Tracked 48 — domicile or safe-place delivery
DPD	Next-Day / Standard — domicile delivery with 1-hour delivery window
Evri (formerly Hermes)	Standard — domicile or ParcelShop delivery
UPS	Standard — domicile delivery

The carrier chosen for your order depends on package size, postcode and current capacity. The carrier and tracking number are sent to you by email when your order is dispatched.

5. Tracking

You'll receive a dispatch email with your tracking number and the carrier's tracking link. You can also check the status of your order on our Track Order page by entering your order number.

6. Lost or damaged parcels

If your parcel does not arrive within the stated lead time, or arrives damaged:

Email support@naldony.com within 7 days of the expected delivery date (or within 3 days for damaged parcels), with your order number and — for damage — photos of the package and contents.
We open an investigation with the carrier on your behalf.
Once the investigation concludes (typically 5–10 business days for lost parcels), you choose:
- Reship: we send a replacement free of charge, or
- Refund: we refund the full order amount to your original payment method within 7 business days.

We absorb the cost of the lost or damaged parcel — you do not need to chase the carrier yourself.

7. Failed delivery and address errors

If a parcel is returned to us because:

the address provided at checkout was incorrect or incomplete,
no one was available to receive it after multiple delivery attempts and the carrier's holding period expired,
the recipient refused delivery without prior approval from us,

we will email you and offer a re-ship at your cost (postage will be quoted), or a refund of the product price (the original postage, if any, is non-refundable for change-of-mind refusals).

8. Tax and customs

All prices on the Store include UK VAT where applicable. As we ship to the UK only, there are no customs duties or import taxes for the Customer.