Customer Service

All the delivery charges are calculated by the weight of the item and are always displayed in shopping cart, where you also can check the estimated shipping cost. At the moment we are using services of Royal Mail and we ship to all the countries of EU. If you are outside EU, please contact us for a quote.

If you are purchasing more items, the total weight is added up together and delivery charges are calculated for total weight of all items. This can be found as explained above.

We aim to process your order the same day we reveive it and post it the following day. If for any reason you won't receive confirmation email within 24 hours, or your order has not been delivered within 5 working days, please contact us as soon as possible on contact@tranquilitytrading.co.uk

We make every effort to deliver goods within the estimated timescales, however delays are occasionally inevitable due to unforeseen factors. Tranquility shall be under no liability for any delay or failure to deliver the products within estimated timescales.

We're committed to selling high-quality products we hope you'll enjoy using but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought. Please make sure that you check your items carefully before they are used. We also recommend that you keep your receipt or order number, which can be found on your order confirmation or on the delivery packaging, as you might need it as proof of purchase in the event of any after-sales queries

If I change my mind...

Within 7 days from the date you have received the item

• Most things we sell are covered by 7 days cooling period. So your cancellation right ends after seven working days after the day on which you have received the goods.
• If you decide to cancel your purchase you must do so by informing us in writing (contact@tranquilitytrading.co.uk) no later than seven working days after the day on which you have received the goods.
• Return them to us unused, in their original undamaged packaging, in a saleable condition, with your receipt and we’ll give you a refund.
• If you don't have your receipt, as long as you have a proof of purchase (your order number) we'll exchange the item or give you a full refund.
• If you'd like to return something to us, you are responsible for all your delivery cost. Please ensure that the item is packed safe as it is your responsibility to make sure we will receive the item in the same condition as you did. In case that we will receive the item damaged, we will charge you for the item.
• We will refund you what you have paid for the item excluding all delivery cost.
• We're sorry but some items like earrings can't be exchanged or refunded for hygiene and safety reasons, unless they're faulty.
• Please ensure you read the instructions which come with the candles before burning them. We cannot accept back any goods if the plastic wrapping has been unsealed – this does not affect your statutory rights.
• If you decide to return any product to us, the item must be return no later than 14 days after the day on which you have received the goods. If we will not receive the item within stated period you may be responsible for recovery costs including value of the item. Please retain proof of postage.
• We will issue cheque on the name of the person who bought the item and post it to you no later than 30 days from the day you have informed us of your cancelation.

If there's a fault with the product...

• If there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse. We will offer you repair or exchange of item within reasonable time.
• If we won’t be able to repair item, we will offer exchange. If we are unable to exchange item for you then we will offer you refund or credit.
• Refund given may well take account of any use you have had of the goods since you took possession of them.
• When returning item back to us please put in writing what is wrong with item and how does this fault occurred.
• You will need proof of purchase.
• This does not affect your statutory rights

Some products have option to be backorder if out of stock. We reserve a right to cancel your order if we are unable to supply you with backordered items within 15 working days, unless agreed otherwise. In such a case you will be given full refund.

All the displayed prices are shown inclusive and exclusive VAT. If you are business registered for VAT and you are based outside UK, but within EU, please contact us at contact@tranquilitytrading.co.uk and we will arrange for your invoice to be charged without VAT. Also if you are wholesale customer, we recomend you register with us and let us know that you are wholesale customer. Time to time we have promotional offers which are aimed either on retail or wholesale customers, which you would miss otherwise.