Delivery Information

At SOYAME®, every candle is carefully prepared and packed by hand. Depending on your order, we send parcels using Royal Mail Tracked 24 or another suitable courier, providing a reliable and trackable service from dispatch to arrival.

Please read the information below carefully. If your order is needed for a specific date or event, we recommend contacting us as early as possible.

Order processing

Most ready-to-order products are prepared and dispatched within 48 hours of your order being placed.

Because every SOYAME candle is handmade, processing times can occasionally vary depending on:

• the product design and quantity ordered

• the selected fragrance or product option

• the time of year and current order volume

• whether the order is personalised or made specifically for an event

Orders containing personalised products or made-to-order designs may require additional preparation time depending on the quantity and level of personalisation involved. If your order is time-sensitive, please contact us so that we can confirm the expected timescale.

UK delivery

Ready-to-order products are sent using Royal Mail Tracked 24, with a next working day delivery aim.

For personalised, made-to-order or larger event items, we select the most suitable courier based on parcel size and weight to ensure the best delivery option for your order.

These are estimated delivery aims rather than guaranteed delivery dates. Delivery may take longer during weekends, bank holidays, seasonal peaks, severe weather or other circumstances outside our control.

Please note: Processing time is the time required to prepare and dispatch your order. It is separate from the delivery time once your parcel has been collected by Royal Mail.

You will receive tracking information once your order has been dispatched. Please use the tracking link in your dispatch confirmation email to follow the progress of your parcel.

Delivery costs

Ready-to-order products: Free UK delivery on orders over £50, or £2.99 for orders under £50. Sent using Royal Mail Tracked 24, with a next working day delivery aim. Processing time is usually within 48 hours.

Personalised, made-to-order and event orders: Delivery is calculated based on the weight and size of your order and included in your quote. We use the most suitable courier for your order, and processing time depends on the quantity ordered and the level of personalisation.

Estimated delivery times

Order type	Processing time	Delivery service	Estimated delivery after dispatch
Ready-to-order products	Usually within 48 hours	Royal Mail Tracked 24	Next working day after dispatch
Personalised or made-to-order products	Depends on quantity and level of personalisation	Suitable courier depending on order size	Confirmed with your quote
Larger event or corporate orders	Confirmed individually	Suitable courier depending on order size	Confirmed before production

These are estimates and not guaranteed delivery dates. Orders placed on weekends or bank holidays will normally begin processing on the next working day.

Tracking your order

When your order has been dispatched, we will send a confirmation email containing your tracking information.

If you have not received a dispatch email within the expected processing time, please check your spam or junk folder first. If you still cannot find it, contact us and we will be happy to help.

Please make sure that your delivery address and email address are correct when placing your order. SOYAME® cannot be responsible for delays caused by an incorrect or incomplete address supplied at checkout.

If your parcel is delayed

Delivery aims are estimates and occasional delays can happen after dispatch. If your parcel has not arrived within the expected timeframe:

• Check the tracking link in your dispatch email.

• Check whether the courier has left a delivery update or attempted-delivery notification.

• Allow a little additional time for weekends, bank holidays and busy periods.

• Contact us if the tracking information has not updated or you need help investigating the delivery.

Please include your order number when contacting us so that we can assist you as quickly as possible.

Damaged or incorrect orders

We package every candle carefully, but handmade and decorative products can occasionally be affected during transit.

If your order arrives damaged, incorrect or incomplete, please contact us within 14 working days of delivery and include:

• your order number

• clear photographs of the product

• photographs of the outer packaging and any visible damage

Please keep the original packaging until we have reviewed the issue. We will assess the information provided and work with you to resolve the problem as quickly as possible.

Event and wedding orders

For wedding favours, baby shower favours, corporate orders and other event orders, please contact us if you have a fixed event date so we can confirm we're able to meet it.

We can discuss:

• the quantity required

• fragrance and colour choices

• personalised labels and branding

• sample approval

• production timescale

• packaging and finishing details

• the most suitable delivery arrangements

We recommend allowing enough time for consultation, personalisation, sample approval, production and delivery. A delivery date can only be confirmed once the order details have been agreed.

Let's design something together

Every event candle starts with a conversation. Send us an enquiry to discuss your requirements — completely free, with no obligation and no minimum order.

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