SHIPPING & RETURNS
SHIPPING POLICY
All our products are packed and sent within 3 working days from payment. This does not include made to order items.
Wax melts, candles and cosmetics - 5 working days from date of purchase
Custom orders for jewellery - 4 working days from date of purchase
All our products are delivered using Royal Mail and using the Tracked 48 or Special Delivery method. We use Royal Mail for the purposes of tracking items and also because they are able to insure crystals. No other couriers (aside from one) are able to offer this. We offer this service to remain cost effective and secure for you the customer.
United Kingdom - EXCLUDES Northern Ireland.
Due to the recent changes as governed by the GSPR, Coven will no longer be able to ship to Northern Ireland.
The rate for shipping is set at £4.30 for Tracked 48 items. This is for the content value of up to £150 and 2kg in weight. If your order goes above this weight or value then the shipping cost will increase.
Special delivery is used if the value of the parcel goes above £150.
If the weight is above 2kg but the value remains at under £150 then we will still use Royal Mail tracked but this option increase in charge to £6.50. This accommodates the weight increase.
Rest of the World - EXCLUDES any part of the EU
Due to the recent changes as governed by the GSPR, Coven will no longer be able to ship to any part of the EU.
The rate for shipping is set as per each destination country. All items are again sent via Royal Mail Tracked 48 with the relevant customs paperwork completed. Coven are not held liable for any additional custom charges created at your countries border and any additional charges will be the sole responsibility of the customer. Coven will not be liable for these charges. Failure to pay may result in the order being returned and as such will incur a charge to resend to the customer. Details for returns/exchanges and refunds are below.
In the event of an issue surrounding your delivery we have the following options and solutions.
For damage occurring during transit - we would need photographs sending which show the outer package, the packaging inside and the damage to the items. This needs to be sent within 3 working days of the item being received. Anything after this time will not be accepted. We would also need to see any additional parts damaged within the package such as pieces. If it is clear that this damage happened in transit then a claim would be created by Coven on your behalf. You would be reimbursed for the full value of the parcel plus the postage once the box and contents are received back by Coven. Your return postage would also be covered. Without the products back this refund can't be accepted. There would also be the option of you keeping the products and being offered a partial refund for the damage. This is dependant on each circumstance and is not guaranteed.
For lost or stolen parcels - we would need confirmation proof that the parcel has not arrived which usually can be verified by the postal tracking. We would then need to open a case with Royal Mail. A refund would be issued once the case has been opened and once you have supplied all the details required. This would need to be within 14 days of the item arriving or being scheduled to arrive.
RETURN & EXCHANGE POLICY
All custom or specifically created products are non-refundable.
Returns - you have 14 days from the date your order is received to request a return. if items are received in perfect condition and customer has decided that they no longer want the items, refund will only be given once items are received back to Coven. Return postage must be paid by buyer and must be sent in a tracked and insured method (Royal Mail Tracked 24, 48 or Special Delivery only). Upon receipt and checking of contents, a refund will be issued minus a 15% restocking charge. This is a compulsory charge which will be deducted from all returned orders.
If the items are received in a damaged state then please see notes for the shipping policy will be adhered to. Refunds will be issued once the damaged items are returned to Coven. Return postage will be covered by Coven and refunded back to customer once items are received,
Exchanges - no custom made items are eligible for an exchange.
For any other stock items, there is a maximum time of 14 days in which to make a request for a return. This is 14 days from the date the item is received. It is the buyers responsibility to return the items using an insured and tracked method only. This needs to be done with Royal Mail Tracked 24, 48 or Special Delivery only. Once items are received there will be a 10% restock charge which will be deducted from the balance of your exchange. If there is a cost difference between the value of the items returned and the new items wanted then the cost will be paid by the customer in full before the item is resent. Additional postage costs will be covered by the customer.