Terms of sale.

Flora & Flame Ritual

Flora & Flame Ritual is a sole-trader business based in Pontefract, West Yorkshire, United Kingdom.

In these terms, “Flora & Flame Ritual”, “we”, “us” and “our” refer to the business. “You” and “your” refer to the person placing an order through this website.

Contact

For questions about an order or these terms, contact us at info@floraandflameritual.com or 07479 646488.

A postal address for correspondence and returns is provided where required. The making room is located at a private residence and its address is not published on the website.

These terms apply to every order placed through this website. Please read them before placing an order.

• Adding an item to your basket does not reserve it. Products remain available to other customers until your order has been placed and payment has been completed.
• When you place an order, you are making an offer to buy the selected products. Your order is accepted when we send you an order confirmation. At that point, a contract exists between you and Flora & Flame Ritual.
• Occasionally, we may be unable to accept an order. This could happen if a product has sold out, there is an obvious pricing or product description error, or we are unable to fulfil the order. If you have already paid, we will refund you in full and contact you to explain.
• The price you pay is the price shown at checkout. Product prices and availability may change before an order is placed.
• Every order has an order reference number. Please include this number when contacting us about your order so we can help you more quickly.

Made by hand. Never exactly the same.

Natural variation

Colour, scent and finish may vary slightly between batches. Handmade soap is cut individually, so weights may vary slightly around the stated amount.

Soy wax finish

Soy wax candles can develop frosting or wet spots. These are natural visual characteristics of soy wax and do not normally affect the candle's performance.

Product photography

We make every effort to represent our products accurately. Photography and illustrations may differ slightly from the product or batch you receive.

Candle performance

Stated burn times are approximate and depend on factors such as wick care, burn time and the environment in which the candle is used. Always follow the candle-care instructions provided with your product.

Ingredients & allergies

Full ingredient information is provided on each relevant product page and product label. Please check the ingredients before ordering if you have an allergy or known sensitivity, and follow any patch-testing guidance provided.

Cosmetic products

Our skincare and body-care products are cosmetic products and are not intended to diagnose, treat or cure medical conditions. If you have a medical condition, are pregnant or breastfeeding, or are unsure whether a product is suitable for you, seek appropriate professional advice before use.

• All prices are shown in pounds sterling. Any applicable taxes are included in the price shown.
• Payment is taken in full at checkout. We accept the payment methods displayed at checkout, which may include card, Apple Pay, Google Pay, Link and PayPal.
• Payments are processed securely through Stripe. Flora & Flame Ritual does not receive or store your full card details.
• Delivery charges are shown at checkout. Orders over £45 qualify for free UK delivery, subject to the terms of the offer.
• Prices may change from time to time. The price you pay is the price shown when your order is confirmed.

• One discount code per order. Discount codes cannot be combined.
• Free delivery is calculated on your order total before any discount code is applied. Using a discount code will not remove free delivery from an order that qualifies for it.
• Gift-set savings are already included in the displayed price. No additional code is needed to receive the set saving.
• Refill credits cannot be combined with other discount codes or offers. Where a refill credit applies, it will be applied according to the refill terms.
• First-order codes are limited to one use per customer. We may withdraw or change promotional codes before they are used, but not after they have been applied to a confirmed order.

• Please allow 2–3 working days for your order to be prepared before it is dispatched. Delivery then takes the time indicated for the service selected at checkout.
• UK delivery is sent by Royal Mail Tracked 48 or Tracked 24, depending on the service selected. Tracking information is emailed once your parcel has been accepted and scanned by Royal Mail.
• Delivery times are estimates rather than guaranteed dates. Once your parcel has been dispatched, delivery times can be affected by circumstances outside our control. This does not affect your statutory rights.
• We currently deliver to the UK, Ireland, Jersey, Guernsey and the Isle of Man. Delivery charges and available services are shown at checkout.
• If your parcel arrives damaged, please contact us as soon as possible with details and photographs where possible. We will work with you to resolve the issue.
• If your parcel does not arrive, please contact us. We will investigate the delivery with Royal Mail and work with you to resolve the problem.
• Please check your delivery address carefully before placing your order. If an order has been sent to an address entered incorrectly at checkout, additional postage may be required to resend it.

If you buy online, you generally have a legal right to change your mind. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days from receiving your goods to tell us that you want to cancel, followed by a further 14 days to return them. You do not normally need to give a reason.

A few important exceptions and details apply:

Sealed cosmetics

Where a cosmetic product is supplied sealed for health or hygiene reasons, the cancellation right does not apply once the seal has been broken. This is why we ask that cosmetic products being returned under the change-of-mind right remain sealed and unused.

Personalised or bespoke products

The statutory cancellation right does not generally apply to goods made to your specifications or clearly personalised.

Return postage

If you simply change your mind, you are normally responsible for the direct cost of returning the goods. If an item is faulty, damaged, incorrectly supplied or otherwise does not meet your statutory rights, we will cover the appropriate return cost.

Refunds

Once you have cancelled and the goods have been returned, we will refund the payments due to you using the original payment method. This normally includes the cost of the standard delivery option you originally paid for. Any additional cost for an upgraded delivery service is not normally refundable.

Condition of returned goods

You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning. If goods have been handled beyond what would be allowed in a shop and their value has been reduced as a result, the refund may be reduced accordingly.

When your refund is made

We will make the refund without undue delay and normally within 14 days of receiving the returned goods or appropriate evidence that they have been sent back. Your bank or card provider may then take additional time to show the refund in your account.

We want every order to arrive safely and every product to perform as intended. If something isn't right, please contact us and we'll work with you to put it right.

If something arrives damaged or isn't as described

If an item arrives damaged, faulty, missing or not as described, please contact us as soon as reasonably possible with your order details and, where useful, photographs of the issue.

Depending on the circumstances and your statutory rights, we may offer a replacement, repair, refund or another appropriate remedy.

If an item is damaged in transit, please keep any relevant packaging until we've had a chance to assess what happened.

We will cover reasonable costs associated with resolving a fault or damage where required by law.

If you experience a reaction

If you believe you have experienced a reaction to one of our products, stop using the product and contact us as soon as possible. Tell us which product you used and what happened.

We may ask for further information so that we can understand what happened and review the relevant batch. Your statutory rights are not affected by any information we request.

Candles

If a candle does not burn as expected despite being used in accordance with the candle-care instructions, please contact us. We'll ask for details about how it was used and, where appropriate, arrange a suitable remedy.

Broken or unsafe items

Please don't use a product that has arrived broken or appears unsafe. If it contains broken glass or another hazard, dispose of it safely where necessary and contact us. We may ask you to provide photographs so that we can understand the issue, but we won't require you to return a broken or unsafe item where doing so would create a safety concern.

There is no need to return a broken item. Please dispose of it safely — particularly glass.

We take reasonable care in making, packing and sending your order. We are responsible for loss or damage caused by our failure to meet our legal obligations or by our negligence, subject to the limits permitted by law.

Nothing in these terms excludes or limits:

• your statutory rights as a consumer;
• our liability for death or personal injury caused by our negligence;
• our liability for fraud or fraudulent misrepresentation; or
• any other liability that cannot legally be excluded or limited.

We are not responsible for losses that could not reasonably have been anticipated when the contract was formed, or for losses arising from circumstances outside our reasonable control, where the law allows this limitation.

Our products should always be used in accordance with the instructions provided on the product page and packaging. Please follow all relevant safety information, including candle-care instructions.

If you have any concern about the safe use of a product, please stop using it and contact us.

Where appropriate, patch test new cosmetic products before wider use and follow the instructions on the product and packaging.

Candles

Never leave a burning candle unattended or place it near anything flammable or within reach of children or animals.

The content of this website is provided by Flora & Flame Ritual for information and shopping purposes.

The Flora & Flame Ritual name, logo, branding, original written content and original artwork created for the business belong to Flora & Flame Ritual unless otherwise stated. Please do not copy, reproduce or use our content, branding or product imagery for commercial purposes without permission.

Some photography, illustrations, fonts, software and other materials used on the website may be supplied or licensed by third parties and remain subject to their respective rights and licence terms.

We take reasonable care to keep the information on this website accurate and up to date, but product availability, descriptions, prices and other content may occasionally change. We may also temporarily suspend the website for maintenance or technical reasons.

Nothing on this website affects your statutory rights as a consumer.

Reviews

Customer reviews displayed on this website are published only with the permission of the person who provided them. We do not knowingly publish fabricated or misleading customer reviews.

If you have a problem with an order or product, please contact us at info@floraandflameritual.com. Your message will be handled directly by Flora & Flame Ritual, so we can understand what happened and work with you to resolve it.

We aim to respond promptly and resolve complaints as fairly and simply as possible.

Nothing in our complaints process affects your statutory rights or prevents you from taking further action where appropriate.

These terms are governed by the law of England and Wales, and disputes fall to the courts of England and Wales.

If you are a consumer living elsewhere in the UK, you may also have rights to bring proceedings in the courts of the part of the UK where you live.