Remembrance Candles

Q1.	How do I get my photograph(s) to you?
	You can upload your photo during the order process in the shop area; that is, once you have chosen a photo candle, you will be given an option to upload your photo.

Q2.	What digital formats do you accept?
	You can send photographs by uploading the photograph. The photograph needs to be a resolution of 150 dpi with a maximum file size of 1 megabyte. We accept the following file formats: JPEG JPG PSD TIFF BMP PSP

Q3.	Will I get my photographs back if I send them via snail mail?
	Yes, all photographs are returned to the sender. Please ensure you send a stamped self-addressed envelope with the photograph, and on the back of the photographs write your name, postcode, and contact number. You can count on us to ensure that your photographs are kept safe and secure at all times.

Q4.	Will the photographs be returned in their original condition?
	Yes, we always return photographs in the condition we receive them. Please protect your photograph by inserting a hard card to protect it from being folded in the post. Once we receive a photograph in the post, they are scanned and saved onto CD. A digital copy of the photograph is used for personalisation. We keep a digital version of your photograph on file for 2 main purposes: " To make reordering simpler. If you wish to repeat an order, there is no need to send in another photograph, and your order will be swiftly processed. " We are also able produce copies of your photographs should you require. Please send us an e-mail with your contact details and the date the order was placed or order reference number.

Q5.	I have old and damaged photographs. Are you able to use them?
	Yes, we can; however, in these cases we suggest that you send the original photograph by post, because it will require manipulation, background alterations, and so forth. Such services will be provided free of charge.

Q6.	Am I restricted to the size of the personal message on my candle?
	We suggest that you do not go over 150 characters with your messages. This enables us to balance the size of the photo and retain the personal message such that it is eligible.

Q7.	Can I create my own customised design?
	You may submit your own customised design using the following guidelines: You can submit your design in any of the file formats in question 2. We may alter your given design to accommodate the templates. We reserve the right to decline any personalisation and/or design that is deemed to be unsuitable or unsavoury. Where candles are made to a customer's design, the customer undertakes to indemnify the company against infringement of any patent, registered design, trademark, or copyright and any loss, damage, or expenses that it may incur.

Q8.	What colour of candles are available?
	We only use white candles, as these give best colour and contrast of colours of the artwork, photographs, and text.

Q9.	What are your candle sizes?
	Our candles sizes are: Standard Candle PC01 13 cm x 8 cm diameter Large Candle PC03 12 inches x 3.5 inches diameter Multiwick candle PC04 18 inches x 6 inches diameter Tapers TAP 10 inch high Eternal Candles ET01 TBC Eternal Candles ET02 TBC

Q10.	Can I burn the candles ?
	Our candles are for memorial keepsakes, so we recommend that these not be burned; however, should you have desire to do so, please be aware that it may burn into the design of the candle. When burning candles, always remove the candles from their display packaging, and be sure the candles are out of drafts, are out of the reach of children, and are lit on a hard nonburning surface. Also make certain that all flammable materials are out of the vicinity of the candles.

Q11.	How long do your candles burn for?
	Standard Candle PC01 40 hours Large Candle PC03 100 hours Multiwick candle PC04 1500 hours Tapers TAP 4 hours As with all candles, these are approximate burn times

Q12.	How long is the delivery once the order is placed?
	We offer 2 levels of service (please note that we do not deliver to PO box addresses): Standard : Orders are despatched within 10 working days via Royal Mail once we have received the complete order. We cannot guarantee this service. Express Delivery : Orders are despatched within 5 working days via courier's service. There is a small additional charge of £7.15 for this service in mainland U.K.

Q13.	Can I ship to a delivery address that is different from my billing address?
	Yes, we will take care of this for you once the payments have cleared.

Q14.	Can you deliver to an address outside the United Kingdom ?
	Yes, this is possible, but we will advise you of the costs of delivery outside the U.K. Please contact us directly via e-mail, and we will do our best to be of service. Export customers are required to arrange shipping ex-works and pay by Bank Transfer before goods are despatched.

Q15.	What types of payments do you accepts?
	We accept payment by credit and debit card (MasterCard, Visa, Visa Electron, Visa Debit, Switch & Solo), cheque, and postal order via our Web storefront for all retail customers. Credit card transactions are handled by a third-party financial institution, which receives the credit card number and other personal identifying information only to verify the credit card numbers and process transactions.

Q16.	What is your returns policy?
	Only those merchandise with a valid Returns Authorisation Number will be accepted. Any claims for discrepancies or defects must be reported within 10 days of the order being despatched. As the remembrance candles are individually created and personalised with the user details provided, the personalised gift company will not refund/replace any candles on which the customer has given incorrect personalisation information. Please check the details for correct spellings, dates, and capitalisation before submission. The company cannot be held responsible for replacement of candles with incorrect details or spelling mistakes on personalised candles provided by the customer. Sizes and weights detailed on this Web site are approximated.

Q17.	How should I care for my candles?
	Keep candles out of the reach of young children. Set up a safe place to burn your candle. This area should be clear of anything that could possibly catch fire. The surface should be solid and sturdy to avoid the possibility of the candle being knocked over. Burn the candle only on a stable heat-resistant surface. Keep out of drafts. Make sure the candle is standing upright. Remove the candle from packaging before burning. Before lighting, trim the wick 1/4 inch. If you need to trim the wick while the candle is burning, extinguish the flame first. Burn away from other sources of heat. Always burn a candle in an appropriate type of holder. Always burn candles at least 10cm apart. Never leave a candle burning unattended. Be aware that different kinds of wax naturally burn at different rates. Do not let a candle burn into the socket of a candleholder. Do not move the candle while it is lit, and wait until its wax hardens. Use caution when extinguishing your candle. Do not use water to extinguish your candle; rather, extinguish the flame with a candlesnuffer as this prevents wax from spraying. Do not burn the candle more than 4 hours at a time or less than 1 hour at a time. Less than 1 hour burning time can cause candle to burn in the centre and flood the wick. Failure to follow above instructions could result in fire hazard or personal injury. Always store candles in a cool place, as cool wax burns longer.