CUSTOMER SERVICE

Welcome to our little store! We want to make sure that your shopping experience with us as smooth and enjoyable as possible. To ensure that, we have established some policies and procedures that we kindly ask you to follow. Please take a moment to read through them before making a purchase. If you have any questions or concerns, don't hesitate to contact us. Thank you for choosing our store!

Terms & Conditions

Orders:

Orders are posted Royal Mail 24hr or 48hour tracked customer to request which service.

Orders will usually be dispatched on the day after the order is received but may be dispatched up to 5 working days after the order is placed.

You will receive a shipping notification from Royal Mail (via email/tex) when your order is on its way along with a tracking number so that you can follow its journey. If a safe place is required please state on order form.

If you need you order by a specific date, please email: littlepaws.kim@gmail.com before placing your order to ensure I’m able to help with your request.

If you have not received your order within 30 days of placing it, please email: littlepaws.kim@gmail.com

Little Paws is not responsible for any postage delays caused by strikes.

Refunds & Exchanges:

If you would like a refund or an exchange, please return your unused candle in its original undamaged packaging within 14 days of purchase for a full refund, with an explanation.

SALE candles cannot be returned or exchanged.

Little Paws Home candles cannot be returned or exchanged.

The buyer is responsible for all postage costs.

Please ensure the returned product(s) is well protected and packaged as refunds or exchanges cannot be offered on damaged/broken.

The buyer is responsible for the returned item until its arrival at Little Paws so it is recommend that a tracked service is used.

Please notify Little Paws BEFORE returning any item by emailing littlepaws.kim@gmail.com.

If your items was a gift, the buyer must contact Little Paws before any refund or exchange can be processed.

Once your returned item has been received and checked, you will receive your refund/exchange.

Exchange postage must be paid for BEFORE returning an exchange, please check that your chosen replacement candle is in stock as “postage only” payments cannot be refunded.

Candles can only be exchanged for candles of the same size.

For an exchange, please purchase “postage only” from the SHOP section of the website and leave a note to request your return scent stating your name, order number and your chosen replacement candle. Please email me with your name and address and any queries you may have.

Local Collections:

Little Paws can delivery for FREE to: Hoo, High Halstow, Allhallows, Stoke, Grain, Upnor, Wainscott & Strood. (ME2 and ME3).

If collection from Little Paws has been arranged please arrive at your chosen time to collect your order.

If a “local collection” order is not collected within 2 weeks of the order date, you will be sent a reminder, a refund of the cost of your order minus a processing fee of £5.

All orders must be placed via the website.

Damaged Goods:

If your product(s) arrives damaged in any way please contact littlepaws.kim@gmail.com as soon as possible

The privacy policy is between the user of the website and Little Paws the owner of the website.

The privacy policy applies to the use of any and all data collected and provided by the user.

Little Paws may collect personal data which includes name, email address, phone number and address including postcode. This data will be used for the process of product orders and for marketing purposes such as product updates or launches by Little Paws via email and only if the user has given permission for this type of communication by signing up via the website.

Data supplied by the user will not be used by Little Paws for anything other than that described above.