FAQs

Get an answer to some common questions here

If your enquiry is regarding an online order, please check the latest delivery service updates here

My Account
Go to the My Account page. Fill in your information and then click Create an Account. You will receive a confirmation email.
Go to the Forgot Password page. Fill in the email address linked to your account to receive a password reset link by email.
To modify your information, go to the "My Account" area and click on "Preferences".
To modify or cancel your subscription to our newsletter, go to the "My Account" area and click on "Preferences". Alternatively, you can click the unsubscribe link in any of our emails.
My Order
Your parcel can't be collected directly from the UPS depot however you can choose to collect from a local store.  Simply look for the UPS Access Point option when you're tracking your parcel.
Click the link in your Shipping Confirmation email or visit our Order Tracking to check on the status of your order.
Your refund will appear in your account within 3-5 business days of cancellation.
We are only able to process returns with the person who made the order.  Please contact the purchaser to arrange replacement or return.
To exchange your order, please visit our Contact Us page to get in touch with our team.
Once we have processed your return, your refund will appear in your account within 3-5 business days.
After the item has arrived back in our warehouse, it can take up to 14 business days to process.
Simply include a note in the parcel, containing your name, home address, email address, telephone number and order number.
Visit our Contact Us page to get in touch with our team.  Please include your order number in the message.
Visit our Contact Us page to get in touch with our team.  Please include your order number in the message.
The first transaction is the authorisation (pending transaction) made at the point of placing your order and the 2nd transaction is the  settlement of the authorisation which is made once your order has been shipped. The authorisation will disappear depending on the policy of your bank.
If your order was cancelled, you would have received an email. If you have not received an email regarding a cancelled order and your order is not visible on the website, please visit our Contact Us page to get in touch with our team.
Visit our Contact Us page to get in touch with our team, including your order number in the message.
Please use our Contact Us form and include your order number and a list of the damaged items. We will also ask you to send us photographs showing the damage (if it safe to do so).
This is an authorisation for payment but is not a charge against your account.  The authorisation will be released from your account.
An authorisation hold (0.01) is a charge placed on your account that remains pending while we confirm that your payment method is valid.  These authorisations are voided when payment method is verified and will be released from your account.
To track your order, go to the order tracking page. Enter your order number (which starts with a w) and click on "check status".
Once your order has been placed we are unable to change any details or cancel your order. If you made a mistake, please contact our customer service team (visit our Contact Us page for details) so we can arrange to return your order once it has shipped or try to amend the delivery address with the courier.
If you have not received your order, please contact our customer service team (visit our Contact Us page for details).
If you are not completely satisfied with your order, please contact our customer service team on (visit our Contact Us page for details).
To make a return and get a refund, please contact our customer service team (visit our Contact Us page for details).
Payment
We accept the following payment methods:
  • PayPal
  • Credit or debit card (Visa, MasterCard, Maestro, AMEX)
Subscribe to our newsletter to hear about all our latest offers! As a thank you for subscribing, we will send you a 10% off code to use on your first order.
To use a promotional code, enter it in the Promo Code box on the bag page and click "apply".
Delivery and Returns
We have a few options for delivery, depending on where you are based. Please visit our Delivery page for full details.
This website www.yankeecandle.co.uk delivers to the UK, Isle of Man, Channel Islands and Ireland.
If you are in another country, please order on the corresponding website:
France www.yankeecandlefrance.com
Germany www.yankeecandle.de
Italy www.yankeecandle.it
United States and Canada www.yankeecandle.com

For other countries, please contact your local distributor
Yankee Candle products
Yes, you can be reassured that numerous independent and authenticated studies have confirmed that candles are safe to use when burned following manufacturer instructions. We offer safety guidelines on the bottom of our candles and on our Candle Care page
For more than 50 years Yankee Candle has built a reputation on providing consumers with high-quality products that are compliant in all markets where our products are sold. Numerous independent and authenticated studies have confirmed that candles are safe to use when burned following manufacturer instructions. We offer safety guidelines on the bottom of our candles and on our Candle Care page.
To find out more about our different products, visit our Fragrance Times page to see the detail. If you’re still stuck, our customer service team will be happy to help!
All our candles comply with European regulations. The wicks of our candles are made of 100% natural fibres and do not contain lead.
Our wax melts should be used in a melt warmer. Just place the melt or a piece of it in the top of the warmer. If you are using a conventional warmer, you will need to place an unscented tea light in the bottom of the warmer. If it is an electric warmer, simply plug it in and turn on.
Our votive candles must be used in a votive candle holder.
Our Easy MeltCups are wax cups that must be used in a Scenterpiece electric warmer. Just place your MeltCup in the Scenterpiece diffuser and turn it on to enjoy your scent. Do not remove the wax from the plastic cup. The Scenterpiece has a timer that adjusts the fragrance time: 3, 6 or 9 hours.
To search for a product, use the search bar at the top right of the home page. If you’re still stuck, our customer service team will be happy to help!
WoodWick products
Subscribe to our newsletter to hear about all our latest offers! As a thank you for subscribing, we will send you a 10% off code to use on your first order.
All our candles comply with European regulations.
Candle Care
This can happen if soot accumulates on the wick of your candle. Simply extinguish the candle, cut the wick with a Wick Trimmer and re-light. Visit our Candle Care page for more details.
To avoid soot deposits on your candle, trim the wick of your candle before each new use (using a wick trimmer). If there is soot on the glass of your candle, you can clean it with damp paper towels. Visit our Candle Care page for more details.
To avoid large flames on your candle, trim the wick of your candle before each new use (using a wick trimmer).
For WoodWick candles, extinguish your candle, wait until it has cooled down and the wax is completely solidified. Using your fingertips, break off the top of the wick gently.
For safety reasons, our candles will self-extinguish at the end of the candle, with some wax remaining, usually around 1cm. This is to prevent the glass base of the candle overheating.
If you wish, you can reuse your jar once it is empty. It can be used for a variety of reasons, but should not be used as a candle again, or for storing any food items.
Whilst the glass in our jars is recyclable, we recommend to contact your local authority regarding the wick if you are unable to remove it.
Contacting us
To find your nearest store, visit our store locator.
For any complaint or question concerning your order, you can contact our customer service team. Visit our Contact Us page for details.
To become a Yankee Candle stockist, please send an email to [email protected]. Please include some details of your shop, such as: location, type of store, products sold, etc.
Please contact our PR agency, on email: [email protected]