We hope that you’ll be thrilled with your purchase but if anything isn’t right we are on hand to help.  In the unlikely event that an issue arises, we aim to resolve it as quickly as possible; our customers are, understandably, hugely important to us.

Please call us on 07947 419815 or email us at: middlebarnfs@aol.com for assistance and we’ll get back to you promptly.​

We take every care to ensure your items are protected during transit, but appreciate that very occasionally damages may occur. 

We will replace or refund products damaged during delivery if photographic proof of damage is sent to us within 14 days of delivery.  If your package arrives damaged we will offer you a replacement.  We sadly cannot refund or replace candles or other home fragrance products that have been used.  Approved refunds are processed and a credit is applied to your original method of payment within 14 working days.

EXCHANGES - CANDLES & HOME FRAGRANCE PRODUCTS If you would like to exchange a home fragrance product you have 14 days from the date of delivery to notify us, and a further 14 days to return it.  The item should be returned to us at: Julie’s Plants, Middle Barn Farm, Barnhorn Road, Bexhill on Sea, East Sussex TN39 4QR.  It must be unused, in the original packaging, and in the same condition that you received it.  We will require proof of purchase.  You will be responsible for your shipping costs and we strongly advise using a trackable service or purchasing insurance as we cannot guarantee that we will receive your returned item.

Address for returns: Julie’s Plants, Middle Barn Farm, Barnhorn Road, Bexhill on Sea, East Sussex TN39 4QR 

All of our fragranced wax products contain natural wax, derived from plants and vegetables. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes) or frosting/colour changes (a natural occurrence in plant-based wax).

None of the aforementioned surface imperfections will negatively affect the performance of the product and therefore are not criteria fitting of damage or faults.

Please ensure you follow all of the product usage guidance provided within your order, to achieve the best performance from your products.  

All home fragrance orders are dispatched by Royal Mail and we aim to ship within 1-3 days of receiving payment unless stated otherwise.

All home fragrance orders are eligible for free UK mainland delivery.

We aim to dispatch your order Mon – Fri (excluding bank holidays).  Any orders placed outside of normal working hours will be fulfilled on the next working day.

ROYAL MAIL

Julie’s Plants is not responsible for any delays once orders have been dispatched via Royal Mail.  We can only advise customers on timescales given by Royal Mail.

If you wish to return an unwanted item you will be responsible for arranging and paying for your own shipping costs for the return of the item unless the item arrived damaged.  If this is the case please refer to our Return & Refund Policy.

All of our scented candles are made by hand in small batches and we would like you to enjoy burning them as much as we love making them.

To keep your candles looking and working their best (and safest), follow our handy tips:

• The first time you light your candle allow it to burn for 3-4 hours, ideally until the wax melts evenly across the top to prevent 'tunnelling'.
• Place your candle on a stable, level, heat-resistant surface away from flammable objects before lighting.  Avoid draughts; they can cause uneven burning.
• Do not burn your candle for more than 3-4 hours at a time.
• Keep candles out of the reach of children and pets.
• Never leave a burning candle unattended; be sure to extinguish the candle before leaving the room.
• Trim the wick to 5mm tall before you relight your candle to keep the wax clean and burning nicely.  Long or crooked wicks can cause high flames, smoking, or sooting.
• If you see a flaming wick close to the vessel wall, extinguish the flame and straighten the wick to prevent the vessel from cracking.
• Make sure you stop burning your candle when there is 10mm of wax at the bottom of the glass.  Keep an eye on a burning candle when the wax is low.