Cardamom & Myrtle Reed Diffuser

About us

Simon James Home is an independent British home-fragrance brand creating award-winning soy wax candles and reed diffusers. Our products are handmade in small batches in our Kent studio.

Processing and dispatch

We aim to prepare and dispatch orders as quickly as possible. As our products are handmade in small batches, please allow 1-2 working days before dispatch.

Orders are sent using Royal Mail tracked delivery to the delivery address provided at checkout. Delivery charges and estimated delivery times are shown at the time of purchase.

Once an order has been dispatched, you will receive delivery information where available. Please note that delivery times are estimates and may occasionally be affected by courier delays, severe weather or other circumstances outside our control.

We currently deliver throughout Great Britain. Unfortunately, we are unable to ship to Northern Ireland due to current product compliance and regulatory requirements.

Cancellations

If you wish to cancel your order, please contact us as soon as possible at hello@simonjameshome.co.uk.

We will do our best to cancel an order before it has been dispatched. Once an order has been dispatched, it may no longer be possible to cancel it, but you may still be able to return it in line with the returns policy below.

Returns

We want you to be happy with your purchase. We accept returns of unused and unopened products within 30 days of delivery.

Returned products must:

• Be unused and unopened
• Be in their original condition and packaging
• Include the original order details where possible
• Be securely packaged to prevent damage during return

Please contact us at hello@simonjameshome.co.uk before sending anything back. We will provide the return instructions and return address.

Unless an item is faulty, damaged or incorrect, return postage costs are the customer’s responsibility. We recommend using a tracked delivery service, as we cannot be responsible for items lost or damaged while being returned to us.

For hygiene, safety and product-quality reasons, we may be unable to accept returns of products that have been opened, used, lit or tested. This does not affect your statutory rights if a product is faulty, damaged or not as described.

Refunds

Once your return has been received and checked, we will confirm whether it meets the returns requirements. Approved refunds will be issued to the original payment method.

Please allow 10 working days for the refund to appear in your account, depending on your payment provider.

Original standard delivery charges will be refunded where required by applicable consumer law. Additional delivery charges, such as upgraded delivery options, may not be refundable.

Damaged or faulty items

All our products are carefully checked and securely packaged before dispatch. If your order arrives damaged or you believe a product is faulty, please contact us within 48 hours of delivery at hello@simonjameshome.co.uk.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the product and packaging
• Photographs of any visible damage to the outer parcel

Please keep the product and all packaging until we have advised you what to do next. Depending on the circumstances, we may offer a replacement, refund or another appropriate solution.

If an item is faulty, damaged in transit or not as described, we will cover any reasonable return costs where applicable.

Incorrect or missing items

If you receive the wrong product or an item is missing from your order, please contact us at hello@simonjameshome.co.uk as soon as possible with your order number and details of the issue. We will investigate and arrange the appropriate solution.

Using our products safely

Please follow all care and safety instructions supplied with your product.

For candles:

• Never leave a burning candle unattended
• Keep candles away from children, pets, draughts and flammable materials
• Place candles on a stable, heat-resistant surface
• Trim the wick before each burn in line with the care instructions
• Do not burn a candle for longer than the recommended time

For reed diffusers and fragrances, avoid contact with eyes, skin, furniture and polished or painted surfaces. Keep products away from children and pets and follow the safety information on the product packaging.

If you have allergies or sensitivities to fragrance, please review the product information carefully before purchasing. Please contact us if you require further information about a product’s ingredients or fragrance profile.

Customer service

If you have any questions about an order or product, please contact us at:

Email: hello@simonjameshome.co.ukBusiness: Simon James HomeLocation: Kent, United Kingdom

We aim to respond to all customer enquiries within 24 hours.

This policy does not affect your legal rights under UK consumer protection law. Nothing in this policy limits our responsibility where the law does not allow us to do so.