Owen Drew

Owen Drew

We are a niche, luxury fragrance brand based in the North West of England producing natural soy wax candles, soy wax melts and luxurious room mists.

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OWEN DREW LUXURY CANDLES

TERMS & CONDITIONS

- PRIVACY POLICY

- SHIPPING & RETURNS

- TERMS & CONDITIONS

Your Consent

By using our Website and passing your information on to us your consent to the use of this information by Owen Drew England. We do not pass or share this information with any other parties under any circumstances.

Product variation

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.

Copyright

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, it's content suppliers or product suppliers and protected by the 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 is protected by the 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 the U.K and international copyright laws. The Owen Drew name and logo are trademark protected under the UK and international trademark laws.

Cookies

In order to use our website, cookies need to be installed. Cookies are small text files stored on the hard drive of your computer for 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, search, improve our marketing and promotional proposals, display advertising or promotions, and banners of interest to visitors, and customise the content and presentation of our website.

If you wish, you can configure your browser to be warned when receiving cookies and refuse the use of cookies on your hard drive. Please consult the instructions and manuals on your browser for more information.

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 a 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 receive a regular newsletter that will be sent to the e-mail provided.

We use your personal data to process your orders

PRIVACY POLICY

INTRODUCTION

Owen Drew Luxury Candles Limited is committed to safeguarding your privacy and ensuring that your personal data is protected. This privacy policy applies Owen Drew Luxury Candles Limited, and to personal data collected about you by Owen Drew Luxury Candles Limited (registered number 02699577) of Unit 4, 132 Claughton Road, Birkenhead, CH41 6EY ("we", "us", or "our").

YOUR CONSENT TO THIS PRIVACY POLICY

By using the Site, you are agreeing to the terms of this privacy policy. If you do not agree with any term in this policy, please do not use the Site.

INFORMATION THAT WE COLLECT ABOUT YOU

In this privacy policy your "personal data" means information or pieces of information relating to you or that could allow you to be directly or indirectly identified. We may collect personal data about you from different sources, including collecting personal data: (I) from you directly; (ii) when you visit the Site; and (iii) from other sources.

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:

• Name

• Postal address

• Email address

• Home telephone number or mobile number

• Passwords

• Order history/Wishlist

• Payment history

• Age

• Date of birth

• Gender

TYPES OF PERSONAL DATA WE COLLECT WHEN YOU VISIT THE SITES (COOKIES)

We use cookies and similar technologies to collect data about you when you visit the Site. Cookies are files that store information on your computer hard drive or browser which means that we can recognise that you have visited our Site before. We use cookies to give you the best possible experience on our Site. If you would like more information about the types of cookies we use and how we use them, please read our Cookies Policy.

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

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.

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. However, if you do unsubscribe you may miss out on some great offers.

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.

CHANGES IN OUR PRIVACY POLICY

We may change this privacy policy from time to time by posting the updated version of the privacy policy here. We encourage you to visit this area frequently to stay informed.

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.

Consent –

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.

YOUR RIGHTS AND WHO TO CONTACT

Please do not hesitate to contact us if you have any questions, comments or concerns about this privacy policy. You have the right to tell us if you:

• 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

• wish to report any violations of the privacy policy.

You can contact us through the Gramersi messaging system.

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 the 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 the UK or European Union photo-card driving licence.

SHIPPING & RETURNS

Shipping

Next-day delivery is available for UK addresses on all orders placed by 12 pm.

If you would prefer to collect from our boutique in Birkenhead, Wirral, you can do so at the checkout.

There is FREE car parking.

UK

1. Orders placed before 12 pm should expect to arrive the next working day (Mon-Fri - excluding bank holidays).

*If you place an order on a Friday before midday (12 pm), you will receive it on Monday.

*If you order after 12 pm 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 are 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.

Cancellations & Returns Policy

Non-Faulty Products

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. If the product is returned in a condition which is not fully resaleable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. This does not affect your statutory rights.

To initiate a return, please contact us through the Gramersi messaging system 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 within 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 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.

Faulty Products

We take every precaution to ensure your candle arrives to you as quickly and safely as possible, however on rare occasions, breakage does occur in transit. If this has happened, please contact us through the Gramersi messaging system with the following:

• Photos of the packaging and candle

• Order number

Shipping Countries: United Kingdom (UK)

Ready to ship in 3-5 business days

Shipping Policy

Delivery

Free UK* Standard Delivery service available on all orders over £75 (*UK Mainland Only)

If you would prefer to collect from our boutique in Birkenhead, you can select that option at the checkout. Our Collection Point at CH41 6EY is open Monday to Saturday from 10 am until 4 pm.

UK

1a. Standard Delivery (3-6 Working Days) is £5.99 or Free Standard Delivery (3-6 Working Days) on orders over £75 placed before 12 pm

1b. Our Local Wirral Delivery service is available for £3.50 for eligible Wirral postcodes.

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 at the time of the checkout.

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 are 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.

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 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.

Cancellations & Returns Policy

Non-Faulty Products

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 product 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 contact us through the Gramersi messaging system 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 within 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 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.

Faulty Products

We take every precaution to ensure your candle arrives to you as quickly and safely as possible, however on rare occasions, breakage does occur in transit. If this has happened, please contact us through the Gramersi messaging system with the following:

• Photos of the packaging and candle

• Order number