Shipping Policy

Last updated: 5 August 2026

Every SORVANA order is packed with care before it leaves us. Ready-made candles can move quickly, while personalised candles need a little more time for label preparation and final checks.

This policy explains when your order is handed to Royal Mail, what delivery costs apply and what happens if a parcel is delayed, damaged or cannot be delivered.

Where we deliver

We currently deliver to UK Mainland addresses only.

If an address is outside our available delivery area, the order may not be accepted or may need to be cancelled and refunded.

Getting your order ready

Ready-made candles

Ready-made candle orders are normally prepared and handed to Royal Mail within 1 working day after payment has been confirmed.

Personalised candles

Personalised candles require additional care because the wording, logo or artwork must be prepared, printed and checked before the order can be packed.

These orders are normally handed to Royal Mail within 2 working days after payment and all required personalisation details have been received.

If the information or artwork supplied with an order is unclear, incomplete or unsuitable for printing, we may contact you before production begins. The order may remain on hold until we receive the information needed to continue.

What counts as a working day?

Working days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends or UK public holidays begin processing on the next working day. Our working schedule follows London time, using GMT or BST according to the season.

Delivery service

Orders are sent using Royal Mail Tracked 48.

Once your parcel has been handed to Royal Mail, delivery is managed through the Royal Mail network. Tracked 48 is not a guaranteed next-day or fixed-date service, so arrival times can vary.

The overall estimated delivery window for most orders is 5–7 working days from the date the order is placed.

This estimate includes the time required to prepare the order and the time Royal Mail may need to complete delivery. It should not be treated as a guaranteed arrival date.

Delivery costs

Orders below £40: £3.99 delivery
Orders of £40 or more: free UK Mainland delivery

The qualifying order value is calculated after any discount has been applied.

The delivery charge shown at checkout will apply to your order before payment is completed. We do not add an undisclosed delivery fee after an order has been placed.

Tracking your order

Once your parcel has been dispatched, tracking information will be sent to the email address used at checkout.

Royal Mail tracking may take a short time to update after the parcel has been handed over. This does not normally mean that the parcel has been delayed.

Please check your inbox and spam or junk folder before contacting us about a missing dispatch email.

Ordering for a special date

Many SORVANA candles are ordered for birthdays, weddings, memorials and other meaningful occasions. We recommend ordering early enough to allow time for both preparation and delivery.

Adding an event date to your order notes does not create a guaranteed delivery commitment.

We will prepare the order within our stated timeframe, but Royal Mail delivery remains subject to its network and local operating conditions.

Checking your delivery details

Please check the full delivery address carefully before completing checkout.

This should include:

The recipient’s full name
Phone number
House number or building name
Street
Town or city
Full postcode
Any flat, unit or access information needed for delivery

If you notice an error, email support@sorvana.shop as soon as possible and include your order number and the correct address.

We will try to update the order before dispatch, but an address change cannot be guaranteed once the parcel has been packed, labelled or handed to Royal Mail.

Sending an order directly as a gift

You may use the recipient’s address as the delivery address during checkout.

Please make sure the recipient’s name and address are complete and accurate. We send the parcel using the information entered with the order.

Pricing paperwork is not normally placed inside the parcel where the relevant order information is already provided electronically.

If your parcel is delayed

Royal Mail may occasionally experience delays because of severe weather, seasonal demand, local service disruption, transport issues or other circumstances outside SORVANA’s control.

Please allow the full 5–7 working day estimated window before reporting a delay.

If the parcel has not arrived after this period, email support@sorvana.shop with your order number. We will review the tracking and, where appropriate, raise an enquiry with Royal Mail.

A tracking pause does not automatically mean that a parcel has been lost.

If tracking shows delivered

If tracking shows that your parcel has been delivered but you cannot find it, please:

Check any delivery photograph or location shown in the tracking
Look around the entrance, porch or nominated safe place
Ask other members of the household or building
Check with immediate neighbours or reception staff
Allow until the end of the delivery day in case the status was updated early

If the parcel is still missing, contact us with your order number and tracking details. We will review the available delivery information before deciding the next step.

A refund or replacement is not issued automatically while a delivery investigation is still in progress.

Lost parcels

If Royal Mail confirms that a parcel has been lost in transit, we will arrange an appropriate resolution.

Depending on the circumstances and product availability, this may be a replacement or refund.

Where tracking confirms delivery to the address or delivery preference supplied with the order, we may need further evidence before approving a claim.

Damaged parcels

If your candle arrives damaged, please do not light or use it.

Email support@sorvana.shop as soon as possible and include:

Your order number
A photograph of the complete product
Clear photographs of the damage
A photograph of the personalised label, where applicable
Photographs of the internal packaging
A photograph of the outer parcel and Royal Mail label

Please keep the candle and all packaging until we have reviewed the issue.

Damaged, faulty, incorrect or misdescribed products are handled under our Returns & Refund Policy.

Missed deliveries and collection points

Royal Mail may attempt delivery again, leave the parcel in an available safe place or send it to a local collection point, depending on the service and delivery options available.

Please follow the instructions shown in the tracking or on any delivery notice. Parcels that are not collected within the carrier’s available timeframe may be returned to us.

Parcels returned to us

A parcel may be returned to SORVANA where:

The delivery address was incomplete or incorrect
The recipient refused the parcel
The parcel was not collected
Royal Mail could not complete delivery after the available attempts

If the return was caused by incorrect information supplied with the order or failure to collect the parcel, a new delivery charge may be required before it can be sent again.

If the parcel was returned because of an error made by SORVANA or Royal Mail, we will review the circumstances and arrange a suitable resolution.

Changes and cancellations

If you need to change or cancel an order, contact us as soon as possible.

Ready-made orders may be packed quickly, and personalised label production may begin soon after payment. For that reason, changes or cancellations cannot be guaranteed once preparation has started.

If an order has already been handed to Royal Mail, SORVANA cannot normally change the delivery address or cancel the shipment.

Further information about cancellation and return eligibility is available in our Returns & Refund Policy.

Split shipments

Most orders are sent together. In some cases, an order may be divided into more than one parcel because of packaging, preparation or dispatch requirements.

If we choose to split your order, you will not be charged an additional delivery fee for the extra parcel.

Busy periods

Christmas, Valentine’s Day, Mother’s Day and other popular gifting periods can increase both order volumes and Royal Mail demand.

During these periods, preparation or delivery may take longer than usual. Any updated information shown on the product page or at checkout will apply to the order placed at that time.

Ordering early is always recommended when the candle is needed for a particular occasion.