FAQs

SHOPPING WITH TAYLOR BENFIELD
I need some help with products, what should I do?
If you can’t find what you need on our website, please give us a call on 01727 789065 or send us an email to help@taylorbenfield.com
What payment options do you have?
Payments on our website are made through Shopify for fast, secure and reliable payment. We accept Visa, Mastercard, American Express, PayPal and Apple Pay.
Is it safe to use my credit card?
Of course. We take security very seriously at Taylor Benfield, when you order online, we use Secure Socket Layer (SSL) encryption technology so you can be assured that your order will be placed safely and securely.
In order for encryption to take place, your browser must have the SSL protocol. We recommend using the most recent version of Google Chrome, Mozilla Firefox or Internet Explorer.
Will I receive an email confirmation?
Yes, you will receive an email confirming your order to the email address that you used when you placed your order.
How do I use my promotional code?
To redeem a promotional code, simply enter a valid Taylor Benfield code when prompted to do so on the check out page. Please note only one promotional code can be used per order. Promotional codes do not apply to already reduced items and kits.
How do I find out about offers and promotions?
Our newsletters are the best place to get our latest news and offers. If you're not already signed up, you can sign up in the footer menu. You can unsubscribe any time by contacting us
Can I buy your products locally?
At the moment, we have a couple of stockists in Hertfordshire, Lilly's Beauty Room and Lister Interiors, but the main place to to buy Taylor Benfield candles is our website. We will be adding more stockists in the UK very soon.  If you'd like to become a stockist or know of somewhere which would be good, please complete our form on the 'become a stockist' page. 
 
TAYLOR BENFIELD PRODUCTS
How long do the candles burn for?
Taylor Benfield home candles will burn for approximately 40 hours and travel candles will burn for approximately 15 hours.
Where are Taylor Benfield candles made?
Taylor Benfield candles are made within the UK, and all packaging is also sourced from within the UK.
How are Taylor Benfield candles made?
Taylor Benfield candles are all hand poured, and lovingly created to ensure that the product delivered to you is a luxury scented candle.
How do I care for my Taylor Benfield candle?
You will receive a candle care card with your purchase with recommendations for safe and enjoyable use of your candle.  If you have not received one, please contact customer services on help@taylorbenfield.com and we will be happy to help.
 
MY ORDER
How do I change or cancel my order?
If you wish to change or cancel an order please call us on 01727 789065 or send an email to help@taylorbenfield.com as soon as possible after you have ordered.
Has my order been dispatched?
If you sign in to your account you can view your order status, simply view Order History from your account dashboard.
When will I receive my order?
Delivery times vary depending on where you are in the UK, and which delivery option you selected when placing your order. For full details about delivery times, please see our Delivery & Returns page.
I haven't received my order
Please see our Delivery & Returns page for information on delivery times.  And if you haven’t received your order within the right time frame, please contact us at help@taylorbenfield.com or 01727 789065.
How are my goods packed?
Our products are packed in shredded paper and cardboard boxes to ensure they arrive in perfect condition and the packaging can then be recycled.
I have received the wrong product, what do I do?
Please call us on 01727 789065 (Mon – Fri, 9am – 5.30pm) or send an email to help@taylorbenfield.com with your order details, and we’ll organise for the correct product to be sent to you as soon as possible.
My product is faulty, what do I do?
We’re very sorry that you have received a faulty product.  Please either send us details (including a picture) to help@taylorbenfield.com, or call us on 01727 789065 and we’ll organise for a replacement to be sent as soon as possible.
 
MY ACCOUNT
How do I update my personal details?
To update your contact details, sign in to your account and select addresses. To change, add or delete delivery addresses simply select "Your addresses" from the options in your account.
I have forgotten my password
If you have forgotten your password, click on the forgotten password link on the sign in page, then enter your email address where prompted on the sign in page. We will then email you a link that you can use to change your password.
Are my personal details secure?
We never see your password and we use Secure Socket Layer (SSL) encryption technology so you can be assured that your details are stored safely and securely.
Does anyone else see the information that I provide?
We respect your privacy and the information you provide will not be given to any third party without your express consent. Please read our Privacy Policy for additional information.
How do I unsubscribe from email newsletters?
We provide unsubscribe links in all of our emails and newsletters and you can contact us at anytime to unsubscribe.  
 
DELIVERY
For more information about deliveries, please see our Delivery & Returns page.
Will I have to sign for my delivery?
For security reasons, all deliveries will need to be signed for. 
Do you deliver internationally?
Please contact us on help@taylorbenfield.com and we will see if we can ship to your location.  

RETURNS
For more information about returns, please see our Delivery & Returns page. 

What can be returned to Taylor Benfield for replacement?
Any product can be returned to Taylor Benfield as long as it is in the original condition in which it was received and suitable for resale, there is a returns form and label included in your order, please follow the simple instructions.  We do advise that all returns have a proof of delivery.
Can I return an item I received as a gift?
Yes, we want you to be happy with your gift, so you can return an item for an exchange as long as the product is in its original condition and suitable for resale.  Please contact us on help@taylorbenfield.com
How will I know that you have received my return?
We will contact you as soon as we receive your return. If you haven't heard from us please give us a call on 01727 789065 and we will be happy to help.
I've returned my product, how long does it take for a refund?
Refunds are arranged within 14 days of us receiving faulty/unwanted goods.