Customer Services – Nefertem

Customer Services

CAN I ORDER BY PHONE?
Simply call our Customer Service Team on 0161 7591464 who will gladly provide you with product advice and process your order. Please note we do not take card payments over the phone.

CUSTOMER SERVICE OPENING HOURS
The Customer Service team is available to assist you via telephone, email and Live Chat from Monday to Friday, between 10am and 6pm UK time (GMT).

WHICH CREDIT CARDS DO YOU ACCEPT?
We accept VISA, Mastercard and American Express, as well as PayPal.

DELIVERY/SHIPPING CHARGES
You will be charged a flat delivery/shipping rate which will be applied per order, not per item. For further details click here.

HOW DO I TRACK MY ORDER?
If your order is to the UK, you will receive an email with a unique tracking number once your items have been dispatched. Use this number to follow the delivery status of your order by clicking the tracking link in the email. If your order is to be delivered outside of the UK, you can contact us for the latest tracking details once the items have been dispatched.

HOW DO I FIND OUT WHEN NEW PRODUCTS ARE BEING LAUNCHED?
To receive exclusive news and product previews from Nefertem and the team, please stay in touch by signing up to our newsletter at the bottom of this page or any other page on this website.

HOW DO I CARE FOR MY SCENTED CANDLE?
Remove all packaging, including the candle lid.  Keep out of reach of children and pets.  Place on a heat resistant, level surface.  Do not light if the glass is cracked or damaged, and do not leave a burning candle unattended.  Do not burn for more than 4 hours at a time. Keep the wick trimmed to 5mm.  Stop using when 10mm of wax remains, or if the silver wick disc becomes visible.  Keep the candle away from draughts and flammable materials. Keep the wax pool clear of debris such as match heads. Allow the wax to harden before moving. Take care when extinguishing the flame. Ensure candles are at least 15cm apart, and allow ample headroom for the heat from the flame.  

RETURNS POLICY
You may return items bought at www.nefertemonline.co.uk in their original, unused and saleable condition for a refund or exchange within 14 working days from receipt. You are not required to give us any reason for doing so, however proof of purchase (order number) is required. Our policy on our Well-being packages is not provide a refund as you have full access to all our hypnosis files for use. You will be required to organise and pay for the return of the items to us. Before doing so, please contact us for a return reference. Return address is: Nefertem, Engles House, 17/35 Navigation Street, Manchester, M46ER

FAULTY PRODUCTS
If there is a fault with your product, please return it to us for investigation at the above address. Please retain proof of postage so that we can refund you. If the product is deemed faulty, to be decided in the sole discretion of the Company, we will replace the product for you, or if you prefer will refund you the cost of the product plus standard shipping cost, but not the price of any other delivery option chosen by you.

INCORRECT DELIVERIES
If the items you receive do not match what you ordered, or something has been delivered to you that you did not order, please notify us immediately by contacting Customer Services within 14 days of receipt so that we may check your order. We will then arrange to collect any incorrect items from you and/or organise for any previously missing or replacement items to be sent to you free of charge.

GOODS DAMAGED IN TRANSIT
If your item has been damaged in transit, please contact us immediately and provide photographic evidence via email or post within 14 days of receipt. If on receipt we conclude that the damage was caused in transit, we will replace the item for you.

RETURNING AN ITEM
If you are returning an item to us, please ensure that you include the Dispatch Note in your parcel, pack the items in their original packaging where possible, and write your order number on the address label of your package.
We cannot accept liability for returned goods lost in transit.

PROCESSING TIME
If a refund is actioned by us, subject to these conditions, your payment for the goods will be refunded as soon as possible by the original payment method, no later than 14 working days after we have received the goods.
If an exchange has been arranged, this will be processed for dispatch within 7 working days of us receiving your returned goods, and will be delivered via standard delivery. Please note delivery times may vary depending on shipping destination and during busy holiday seasons.

PRESS ENQUIRY
For all press enquiries, please contact our in-house press team by emailing sales@nefertemonline.co.uk