OWEN DREW LUXURY CANDLES
TERMS & CONDITIONS
SHIPPING & RETURNS
TERMS & CONDITIONS
By using our Website and passing your information on to us you consent to the use of this information by Owen Drew England. With the exception of our third-party payment portal WorldPay, we do not pass or share this information with any other parties under any circumstances. Nor do we have access to your credit card information as this is stored on a third party secure server by WorldPay.
Our Payment Service Provider is WorldPay – the largest independent payment service provider (PSP) in the UK and Ireland.
WorldPay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is WorldPay’s utmost priority to ensure that transaction data is handled in a safe and secure way.
Because every computer monitor displays colour differently, we cannot be responsible for variations between the actual product colour and how it is displayed on your screen. Due to our products being handmade, some variations are to be expected.
Free gift with purchase
From time to time Owen Drew England will promote a free gift with every order over a qualifying threshold. Only one gift will be shipped with an order. We reserve the right to change the gift without notice and to replace it with something of an equivalent value.
All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of this site's owner, its content suppliers or product suppliers and protected by United Kingdom and international copyright laws. The compilation of all content on this site is the exclusive property of this site's owner, its content suppliers or product suppliers and protected by U.K and international copyright laws. All software used on this site is the property of this site's owner or its software suppliers and protected by U.K and international copyright laws. The Owen Drew name and logo are a trademark protected under UK and international trademark laws.
In order to use our website, cookies need to be installed. Cookies are small text files stored on the hard drive of your computer during a limited period of time which help us to personalise our services. Cookies are also used for website traffic analysis and anonymous demographic profiling and thus, better understand our customer’s needs and interests and help serve better or provide related information. We also use the information obtained through cookies to analyse websites browsed by the user, searches, improve our marketing and promotional proposals, display advertising or promotions, banners of interest to visitors, customise the content and presentation of our website.
List of cookies:
Cart: Includes basic information about the purchase
Promo Product: contains items related to the cart
Offer: indicates whether a product is purchased as flash product
Voucher Code: contains info about the voucher used
Address: contains the customer’s address
Name: contains the customer’s name
Email: contains the customer’s e-mail
Login: identifies the user as valid
3rd party cookies: Facebook, Google & Tradedoubler
The user is informed that at the time of registration may consent to receiving a regular newsletter that will be sent to the e-mail provided.
We use your personal data to process your orders
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3. INFORMATION THAT WE COLLECT ABOUT YOU
4. TYPES OF PERSONAL DATA WE COLLECT FROM YOU DIRECTLY
We may collect personal data from you directly when you provide us with personal data so that you can register as a member of our VIP programme, register for prize draws or competitions, receive information or mailings, buy a product or service from us, complete a survey, make a comment or enquiry, contact our customer services or for a variety of other reasons. Please be assured that we will not collect any personal data unless you provide this information voluntarily.
The types of data we may collect from you directly include your:
• Postal address
• Email address
• Home telephone number or mobile number
• Order history/Wishlist
• Payment history
• Date of birth
5. TYPES OF PERSONAL DATA WE COLLECT WHEN YOU VISIT THE SITES (COOKIES)
The types of data we may collect from you when you visit the Site include:
• Information about the type of browser you use
• Details of the web pages you have viewed
• Your IP address
• The hyperlinks you have clicked
• The websites you visited before arriving at our Site
6. HOW WE USE YOUR PERSONAL DATA
Subject to your prior consent where required under applicable Data Protection Laws, we may use your personal data:
• To process your application
• To provide the services
• To respond to your queries or comments
• For the purposes of promotion, prize draws or competitions that you have entered
• To send you products or samples that you have requested
• To evaluate the use of our Site, products and services and understand your browsing and shopping habits
• To make product recommendations to you
• To carry out analytics and market research
• To analyse the effectiveness of our advertisements
• To profile your purchases of products
• To prevent or detect fraud or other crimes and/or verify your identity
• To verify/check your credit/payment status
• To process payment instructions
We may supplement the personal data you provide to us with other information that we hold or that we may receive from third parties. We do this for marketing purposes to provide you with more targeted products and services.
7. MARKETING MESSAGES
We may send you, by post, email, SMS or push notification details of products, services, special offers, promotions and other information that we think may be of interest to you based on your previous purchases and information you have given to us. From time to time we may also contact you for customer research purposes. You may unsubscribe from such communications at any time, by changing your communication preferences in the 'My Account' section of the Site, via the unsubscribe link that you will find at the bottom of every marketing email we send or by contacting customer relations on email: firstname.lastname@example.org. However, if you do unsubscribe you may miss out on some great offers.
8. PROTECTING YOUR PERSONAL DATA
We maintain appropriate administrative, technical and physical safeguards to protect the personal data you provide to us against accidental, unlawful or unauthorised destruction, loss, alteration, access, disclosure or use and other unlawful forms of processing.
The Site may contain hyperlinks to other websites provided by third parties. We do not control these third-party websites or any of the content contained on those websites. Once you have left our website, we cannot be responsible for the protection and privacy of any information which you provide. You should exercise caution and look at the privacy statement for the website you visit.
10. WHAT LAWFUL GROUND DO WE RELY ON TO USE YOUR DATA?
There are different lawful grounds we rely on to use and collect your personal information, including Legitimate Interests, Legal or Regulatory Obligations, Vital Interests and Consent.
Legitimate Interest –
We may use your data to fulfil our legitimate business interests where we have ensured your information and your rights to that information have been protected. Some examples of this may include using your data to understand our products, services and marketing activity and take steps to improve them; to identify products and services which are likely to be of interest to you and share these offers and information with you; to personalise your experience both online and within our dealerships; to communicate important safety information to you and to detect or prevent fraud, security, safety or privacy issues.
Legal or Regulatory Obligations –
Where we believe it necessary we may use your information to comply with a legal or regulatory obligation we must meet. This could be information from an accident report for Health and Safety records or for taxation and auditing purposes.
We will rely on your consent to collect information from you such as cookie information and to send you promotional messages. For instances where we require your consent to use your data you have the right to withdraw your consent at any time.
11. YOUR RIGHTS AND WHO TO CONTACT
• don't want to be contacted in the future by us;
• would like a copy of the personal data which we hold about you;
• would like us to correct or update your personal data in our records; or
You can send an email to customer relations on email: email@example.com or write to us at: Owen Drew England, Unit 4, 132 Claughton Road, Birkenhead, CH41 6EY, UK
Age Restricted Products -
It is an offence in the UK to sell alcohol to any person under the age of 18 both online and in store. Therefore we will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order you confirm that you are at least 18 years old and we reserve the right not to deliver if we are unsure of this.
Please note that Owen Drew operates an age verification policy which applies at all delivery and collection points and you may be asked to provide ID both on collection and at delivery.
We reserve the right not to accept any order.
Please note delivery to a neighbour or nominated safe place location may not be available for age restricted items. Upon home delivery or collection from a drop off point, the recipient must provide proof they are the stated person on the delivery documentation. Attempted delivery can occur up to 3 times, after which the products will be returned to Owen Drew where we then ask you to contact us. The following photo identification is accepted: a passport and/or a UK or European Union photo-card driving licence.
SHIPPING & RETURNS
Next day delivery available for UK addresses on all orders placed by 12pm.
If you would prefer to collect from our boutique in Birkenhead, Wirral, you can do so at the checkout.
There is FREE car parking.
1. Orders placed before 12pm should expect to arrive the next working day (Mon-Fri - excluding bank holidays).
*If you place an order on a Friday before midday (12pm), you will receive it on Monday.
*If you order after 12pm on a Friday you will receive it on Tuesday.
For your convenience, you will have the option to choose DPD Saturday Delivery at the time of your checkout.
2. Scottish Highlands, Northern Ireland and UK Islands: Please note that deliveries to Scottish Highlands, Northern Ireland and UK Islands take 2 days to arrive and we may ask you to pay extra postage.
3. At every stage of the delivery process you will be kept fully informed by DPD's award winning Predict service.
DPD have a unique interactive service that will keep you in the loop. 'Predict' tells you when your parcel is due to arrive with a one-hour delivery window. If it's more convenient there is also options to leave the parcel with a neighbour or change the delivery date ensuring your parcel is delivered on the first attempt.
To take advantage of DPD's leading technology, please ensure that you provide a valid email address and mobile phone number when placing your order.
4. One Hour Delivery Window: On the morning of your delivery you'll receive an SMS and email notifying you of a one- hour delivery time slot - meaning you don't need to wait in all day! If you are not available, then simply reply to the text or email to rearrange the delivery.
Should you choose to instruct our couriers to leave a parcel in a location without it being signed for, you do so at your own risk and we cannot be held responsible for non-delivery. Please also note that it is at the discretion of the delivery driver whether or not they feel it is safe to leave your parcel in your requested location.
We can ship to virtually any address in the world. Shipping to countries outside of the United Kingdom may require customs charges or taxes, as per that country's laws and regulations, that will be collected during the checkout. Shipping rates will be calculated at checkout. All prices are in GBP Pounds. If your country is not listed, please email us at firstname.lastname@example.org for more details.
FREE shipping advertised with special bundles does not apply to addresses outside the UK.
Cancellations & Returns Policy
If you are not satisfied with your purchase or you change your mind, you can request a return or exchange within Twenty-Eight (28) days of purchase if the candle is in the original condition and packaging. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used or damaged and the product is in a re-saleable condition. Please note that unless a manufacturing defect is present, we cannot accept returns of candles that have been lit.
To initiate a return, please send an email to email@example.com with a list of the items that you want to return and the reason you are not satisfied with the product. Detailed instructions for the return will be provided with 48 hours.
You must pay the return postal cost. We recommend using a "signed for" service to guarantee proof of delivery back into our warehouse. We will not refund any items lost in the post or not delivered in to us.
Make sure your items are securely wrapped, it is your responsibility to ensure returned items are resalable.
Allow up to one week upon return of goods for funds to be credited to your original method of payment (minus any original shipping costs) or an exchange made.
Please note all subscriptions and gift subscriptions are non-returnable & non-refundable.
Products purchased as a set can only be returned as a complete set, not as individual items.
Products given as a gift can only be returned by the original purchaser.
When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.
Please note that if you made your purchase through a retail location, please return to the place of purchase. Any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.
We take every precaution to ensure your candle arrives to you as quickly and safely as possible, however on rare occasion, breakage does occur in transit. If this has happened, please send us an email at firstname.lastname@example.org with the following:
• Photos of the packaging and candle
• Order number