Delivery & Returns

All orders are dispatched from our factory within 2-3 working days.

UK and Irish addresses should receive orders within 1 week. Orders to the rest of the world usually take 7-10 days.

Click and Collect from FieldDay HQ is available free of charge.
Open Monday- Friday, 8am- 3:30pm.

Postage Rates

UK and Northern Ireland
Orders £50 plus - Free Shipping Orders up to £50 - £4.00
Highlands and Islands
Orders £50 plus - £13.75 shipping Orders up to £50 - £4.00
Republic Of Ireland
Orders €75 plus - Free shipping Orders up to €75 - €6.00
Mainland Europe
Shipping €15.00
Rest Of World (Inc USA)
Orders $65 plus - $45 shipping Orders up to $65.00 - $22.00 shipping

Customer Complaints & Returns Policy

We want you to enjoy your FieldDay goods! If something isn’t right, we’re here to help and will resolve your concern as quickly and fairly as possible. And we’ll always go the extra (country) mile to help!

Please be advised that we are unable to take returns on products not purchased online from the FieldDay website. If you purchased a product at one of our authorised stockists, please contact them directly for a resolution.

Please note we are also unable to accept returns from outside UK/Ireland.

1. How to Contact Us

If you have a complaint or wish to return an unused item, please email us at:
info@fielddayireland.ie

Please include:
• Your order number
• A description of the issue
• Photos (if relevant)

We will then advise accordingly about how to return your goods.

2. Our Commitment to You

We are committed to:
• Treating all customers with respect, fairness and without bias
• Responding to all complaints promptly and transparently
• Providing clear explanations for our decisions
• Offering remedies that are proportionate and reasonable
• Using complaint trends to improve our products and service
We will never penalise or disadvantage a customer for raising a concern in good faith.

3. How We Handle Complaints

Step 1: Acknowledgement
We will acknowledge your complaint within 2 working days.

Step 2: Investigation
We will review your concern, request any further information if needed, and assess the
issue fairly. Most complaints are resolved within 7-10 working days.

Step 3: Resolution
We will explain our findings and offer an appropriate remedy, which may include:
• Refund
• Replacement
• Advice on product usage or safety
• Explanation where the issue falls outside our responsibility

Step 4: Appeal
If you are unhappy with the outcome, you may request a review by a member of our Senior Team. We will complete this review and respond to you within 5-7 working days.

4. Refund & Return Rights

Within 14 days of receipt
You may return unused items for any reason. Items must be unused, candles unlit, and
in original undamaged packaging. Refunds will be issued within 7 days of receiving your return.

Within 30 days of purchase
You may be entitled to a full refund if goods are faulty or damaged.

After 30 days (up to 6 months)
We may offer a replacement item first, in line with consumer rights.

We cannot accept returns if:
• Candles or products have been burned or used
• Items are not in resaleable condition
• Products were misused (e.g., candle safety instructions not followed)
• The issue relates to third-party delivery already resolved by the courier
• The claim is found to be fraudulent or intentionally misleading

Purchases from stockists
If you purchased from an authorised stockist, please contact them directly.

International returns
We cannot accept returns from outside the UK/Ireland.

5. Return Conditions

• Products purchased as a set must be returned as a complete set.
• If a promotional gift was included and your return reduces your qualifying total, the full order must be returned.
• Please wrap returns securely. We recommend recorded delivery as we cannot accept liability for goods lost in transit.

6. Return Costs

• Faulty or incorrect items: We cover return postage.
• Change of mind: Customer pays return postage.

7. How We Use Complaint Information

We review complaint trends regularly to:
• Improve product quality
• Strengthen safety guidance
• Enhance customer experience• Identify areas where our processes can be clearer or more helpful

Your personal information is handled in line with our Privacy Policy.

8. Continuous

As part of our commitment to be a responsible business, we review this policy annually
to ensure it remains fair, accessible, and aligned with best practice.