Sunbream Natural Deluxe Aromatherapy Candle | Hug Scent hi

Transit and Handling Times

We aim to process orders within 24 hours of an order being placed. Our cut off for this within the day is at 12 noon / 12:00 GMT.

During busy periods such as Black Friday, Christmas and any other periods of increased demand, we can extend this to 48 hours. You will be made aware of this if it is the case.

Price Breakdown

Get free delivery on most orders over £100 across mainland UK excluding overweight / oversized items such as Barbecues and Firepits. You will be able to see if your order is within this exclusion on the checkout page after entering your address.

For orders under £100, you will be charged £3.95 as a standard shipping cost which will take 3-5 working days. In some cases there will be a bladed item delivery surcharge due to the extra steps needed to be compliant with mailing these products and checking identification at the recipients address.

On selected products you will also have the option to decrease the shipping times by using express services. These are provided by DPD, DHL, Royal Mail and Evri and you will be aware of the service used in your checkout page in the ‘Shipping method’ section.

Made to Order Brands

At Brambles Cookshop, we offer various boutique, custom or hand-made products from businesses that craft these to order. When you are in the checkout, you will be informed about the current lead times on our made to order products and which products these are, for a brief overview please see the list below.

Made to order products take 7-10 Working Days to be created, you will be made aware if any changes are made to this prior to purchase and if we do need any further information from you to craft your order / make amendments and changes we will pause the making where possible to avoid making incorrect / altered items.

Vendors where this applies:

Netherton Foundry

Repeat Repeat

Make Me Something Special


Split Shipments

Some shipments are split into multiple packages, this is due to us using multiple dispatch locations across our vendors and within Brambles ourselves. You will be notified of split shipments where applicable within the checkout prior to your order.

Some of our products are dispatched directly from our Vendors to limit the carbon footprint of Brambles Cookshop and to ensure you get the best prices possible. Because of this we cannot combine shipments where split shipments occur.

Change of Address

Please inform us of any address changes as soon as possible and we will try our best to change these formally within the couriers’ systems. If an address cannot be changed as it is too late in the delivery process, in most cases the package would have to be formally rejected by the recipient and we are not responsible for incorrect addresses entered by the customer.

Cancellations

Please inform us of any order cancellations as soon as possible. If the order has been dispatched prior to this, you will have to return the order as stipulated in our returns policy. Please use the email returns@bramblescookshop.com to begin this process if needed.

Damaged Products

If a product arrives damaged, please inform us as soon as possible by providing photographs of the damage and your order information to returns@bramblescookshop.com and a representative will get back to you as soon as possible with your next steps. You will be able to claim a refund or replacement if your product arrives damaged.

Contact Us

Customer Service Hours:

Monday-Friday: 10am-5pm GMT

Saturday: 10am-1pm GMT

Sunday: Closed

Contact Information

Aftersales Email: aftersales@bramblescookshop.com

General Email: info@bramblescookshop.com

Returns Email: returns@bramblescookshop.com

Customer Service Number:

01270 295 275

To be eligible for a return, unless faulty, your item must be in the same condition that you received it in, i.e., unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. If you are returning your item under the cooling off period (explained below) please ensure you contact us within 14 days of receiving your item.

All returns must be authorised by Brambles Cookshop prior to being sent to us. Please follow the below to register your return to ensure we can process it successfully.

To start a return, please contact us at returns@bramblescookshop.com. Please note that returns may need to be sent to different addresses depending on the items manufacturer, as we work closely with vendors to offer a full and comprehensive array of return options. This often means we can offer replacements, refunds and react quicker than other retailers in the event your product isn’t to your satisfaction.

Where faulty or not as described, we may request a full description / photo of the fault. When your request for return has been accepted, a free returns shipping label will be sent to you via email, as well as instructions on how and where to send your package.

However, where the customer has changed their mind or returning for reasons outside of being faulty or not as described, the customer is to arrange their own return using a tracked shipping service, for which we will provide the relevant returns address.

If ‘faulty’ or ‘not as described’ has been used as the reason to return the item and it is found to be unopened / not faulty once received and inspected, the cost of the returns label will be deducted from your refund and you will be notified in advance with evidence of this. You can always contact us for any returns questions at returns@bramblescookshop.com, as well as the information below in the contact us section or contact us page.

European Union and United Kingdom 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped in the European Union and United Kingdom, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it in, i.e., unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Contact Us

Returns Customer Service Hours:

Monday-Friday: 9am-5pm GMT

Saturday: 9am-5pm GMT

Sunday: Closed

Contact Information

Aftersales Email: aftersales@bramblescookshop.com

General Email: info@bramblescookshop.com

Returns Email: returns@bramblescookshop.com

Customer Service Number:

01270 295 275

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please contact us with the details above or directly using returns@bramblescookshop.com

Exceptions / non-returnable items

Certain items cannot be returned such as; Made to order & custom made I.e. bespoke, special orders or personalised items, unless faulty. This includes Netherton Foundry, Repeat Repeat and Make me Something Special products. We also do not accept returns for perishable goods such as food or plants, nor hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@bramblescookshop.com.

Restocking Fee

Due to the fulfilment partner we work with for items in the 'Brambles Cookshop Home Range' there may be a restocking fee for cancelled orders or items returned unused, with tags, and in its original packaging.