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FAQ

SHIPPING & DELIVERY

STANDARD SHIPPING

After you place your order, Matilda's Melts will take 1-3 business days to prepare your candle(s) for dispatch. All items are posted via Hermes or Royal Mail. Please allow 2-3 business days after dispatch for your order to arrive.

FREE LOCAL COLLECTION

Local FREE collection from Lyndale, Coley Lane, Little Haywood, ST18 0XA. Please select this option when you checkout and I will be in touch to arrange collection of your candle(s).

LOCAL DELIVERY

Delivery to the following areas are hand-delivered for a small fee of £2.50:

Little Haywood, Great Haywood, Hixon, Weston, Abbots Bromley, Uttoxeter, Rugeley, Baswich

Please select the LOCAL DELIVERY option at checkout!

If you are unsure if your delivery address comes under the LOCAL DELIVERY area, please message us.

 

Need your order in a hurry? Please message us and we will let you know how soon we can get your order to you.

 

PRIVACY POLICY

This Privacy Policy describes how matildasmelts.co.uk (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

COLLECTING PERSONAL INFORMATION

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information

  • Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.

  • Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.

  • Source of collection: Collected automatically when you access our Site using cookies.

  • Disclosure for a business purpose: shared with our processor Shopify.


Order information

  • Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number.

  • Purpose of collection: to provide products or services to you to fulfil our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

  • Source of collection: collected from you.

  • Disclosure for a business purpose: shared with our processor Wix, Etsy, Paypal, Hermes & Royal mail. 


Customer support information

  • Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number.

  • Purpose of collection: to provide customer support.

  • Source of collection: collected from you.

  • Disclosure for a business purpose: shared with our processor Wix, Etsy, Paypal, Hermes & Royal mail.  


Minors

The Site is not intended for individuals under the age of 16. We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address below to request deletion.

USING PERSONAL INFORMATION

We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfilment of your order, and keeping you up to date on new products, services, and offers.

 

LAWFUL BASIS

Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:

 

  • Your consent

RETENTION

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.

AUTOMATIC DECISION-MAKING

If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.

We do engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

  • Temporary denylist of IP addresses associated with repeated failed transactions. This denylist persists for a small number of hours.

  • Temporary denylist of credit cards associated with denylisted IP addresses. This denylist persists for a small number of days.

 

YOUR RIGHTS

GDPR

If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below. 

 

COOKIES

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

We use the following cookies to optimize your experience on our Site and to provide our services.

Come & visit us to see matilda's melts coconut & rapeseed wax handpoured candles!