Frequently Asked Questions
Straight answers on delivery, returns, payments, candle safety, sizes, materials and caring for your pieces.
Where do you deliver?
We deliver to addresses in the United Kingdom only - England, Scotland, Wales and Northern Ireland. We do not currently ship to the Channel Islands, the Isle of Man, BFPO addresses or outside the UK.
How much does delivery cost?
UK delivery is free on every order, with no minimum spend and no extra charges at checkout.
How long does delivery take?
Orders placed before 3:00 PM (UK time), Monday to Friday, begin processing the same day. Processing takes 1 - 2 days (Monday to Friday) and Royal Mail delivery a further 2 - 4 days (Monday to Friday), so most orders arrive within 3 - 6 days (Monday to Friday).
What is your order cut-off time?
Our order cut-off time is 3:00 PM (UK time). Orders placed before then on a weekday begin processing the same day; later orders, weekend orders and bank-holiday orders begin processing on the next day (Monday to Friday).
Which carrier do you use?
Every order is sent with Royal Mail.
How do I track my order?
Visit our order tracking page and enter your order number or tracking number. You will also find a tracking link in your dispatch confirmation e-mail.
Can I change or cancel my order?
Yes - contact us at contact@oakven.shop or on +44 7529 494326 as soon as possible, before the order is dispatched. After delivery you can still cancel within 14 days or use our 30-day returns policy.
What is your returns policy?
You can return any unused item within 30 days of delivery under our voluntary returns policy (candles unlit, textiles unwashed, shelves not fitted). In addition you have a 14-day statutory right to cancel under the Consumer Contracts Regulations 2013. See our Refund and Returns Policy.
Who pays for return postage?
For change-of-mind returns you pay the return postage. If an item is faulty, damaged or incorrect, we cover the return postage in full.
How long do refunds take?
We refund within 5 days (Monday to Friday) of receiving and inspecting your return, to your original payment method. Your bank may take a further 3 - 5 days (Monday to Friday) to show the credit.
Can I exchange an item?
Yes. Exchanges are accepted within 30 days of delivery, subject to availability, with free delivery on the replacement. E-mail contact@oakven.shop with your order number to arrange it.
What if my item arrives damaged or faulty?
E-mail contact@oakven.shop with your order number and photos. We will send a replacement or a full refund at no cost to you. Your rights under the Consumer Rights Act 2015 always apply.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. We do not charge any card fees.
Are prices shown in pounds and do they include VAT?
Yes. All prices are in pounds sterling (GBP) and include VAT, and UK delivery is free, so the price you see is the price you pay.
Is checkout secure?
Yes. Our checkout runs on Shopify's PCI DSS compliant platform with HTTPS encryption, and we never see or store your full card details.
What are your candles made from?
Our two scented candles are made with a soy wax blend and a single cotton wick. The Fig & Cedar Candle comes in an amber glass jar with an oak lid, and the Smoked Oak & Amber Candle in a matte charcoal stoneware pot. The exact wax, wick, vessel and weight are listed on each product page.
How long do your candles burn?
Approximate burn times are around 45 hours for the Fig & Cedar Candle (220 g) and around 60 hours for the Smoked Oak & Amber Candle (300 g). Burn times are estimates based on sessions of up to 3 hours and vary with draughts and wick care.
How do I burn a candle safely?
Never leave a burning candle unattended. Keep it within sight, out of reach of children and pets, and away from draughts, curtains and anything that can catch fire. Stand it on a heat-resistant surface, trim the wick to 5 mm before each use, burn for no more than 3 hours at a time and stop when about 1 cm of wax remains. Full safety information is on the label underneath every candle.
Why should the first burn reach the edge of the jar?
Letting the melt pool reach the edge on the first burn (around 2 hours) stops the candle tunnelling down the middle, so it burns evenly and you get the full burn time.
Are your fragrances good for my health or mood?
Our candles are home fragrances made to make a room smell pleasant. We describe them by their scent notes only - they are not intended to treat, prevent or relieve any condition, and we make no health claims about them.
Are candles included with the candle holders?
The Turned Oak Taper Candle Holders and the Ash Wood Pedestal Candle Holder are sold without candles - the candles in the photos are for styling only, and this is stated on each product page. The Ribbed Amber Glass Tealight Holders come with 4 unscented white tealights. Each page lists the candle size the holder fits.
Which candles fit the oak taper holders?
They fit standard dinner and taper candles with a base of about 2.2 cm. Always use a taper that sits upright and firmly in the holder, and never leave lit candles unattended.
What size is the herringbone throw and what is it made of?
The Herringbone Cotton Throw measures 130 x 170 cm (plus a short knotted fringe) and is woven from 100% cotton. It can be machine washed at 30 degrees on a gentle cycle.
Does the cable knit cushion come with an inner pad?
Yes. The Cable Knit Cushion is supplied with a 45 x 45 cm polyester-filled inner pad inside a cotton knit cover with a concealed zip, so it is ready to use.
What does the floating shelf come with and how much can it hold?
The Solid Oak Floating Shelf comes with a concealed steel bracket plus screws and wall plugs for solid brick or block walls. Fixed correctly into a solid wall it holds up to 10 kg spread evenly. Plasterboard walls need specialist fixings (not included). If you are unsure about your wall, please ask a qualified person to fit it.
Do your vases hold water?
Yes. The Sage Stoneware Bud Vase and the Speckled Stoneware Jug Vase are glazed inside, so they hold water for fresh flowers. Hand wash only - they are not dishwasher safe. Flowers and stems in the photos are for styling only and are not included.
Why does my piece look slightly different from the photo?
Oak and ash are natural woods and our stoneware glazes are fired in a kiln, so grain, colour and speckling vary from piece to piece. Yours will be very close to the photo, but never identical - that is part of its character, not a fault.
Can I return a candle I have already lit?
Under our voluntary 30-day returns policy candles should be unlit. Your 14-day statutory right to cancel still applies, but we may reduce the refund for a lit candle to reflect its reduced value. Faulty or damaged items are always covered in full.
Is everything gift-ready?
Every order is packed in a card box with paper padding. We do not include prices on the packing note, so you can send an order straight to someone as a gift.
How can I contact you?
E-mail contact@oakven.shop or call +44 7529 494326. Our customer service hours are Monday to Friday 09:00 - 17:00 (UK time), and we aim to reply within 24 hours (Monday to Friday). You can also use our contact form.
Do you use cookies?
Yes. Our cookie banner asks for your consent before any non-essential cookies are set, and you can change your choices at any time. See our Cookie Policy.
Still have a question?
Operated by: Oakven
Address:
1 Broughton Road
Newcastle ST5 0PQ
United Kingdom
E-mail: contact@oakven.shop
Phone: +44 7529 494326
Customer service hours (UK time)
Monday to Friday: 09:00 - 17:00
Saturday, Sunday and UK bank holidays: closed
We aim to reply to every message within 24 hours (Monday to Friday).
Last updated: October 2026