Reviewers show a mix of positive and negative experiences with Candles Direct. Many customers report that when customer service engages, replacements and refunds are handled promptly. However, recurring problems include damaged deliveries, slow or missing replies, occasional old stock and higher postage or courier issues. If you plan to buy, check product descriptions and delivery options, keep photos of any damage and review the returns/contact process before ordering.
Examples from available reviews (May 2022 – Feb 2026).
Damaged packaging was resolved promptly with a replacement option.
“I emailed customer service and got a swift response”
No customer service response after delivery damage reports.
“zero response from customer service”
Votives appeared to be old stock with rust on wick plate.
“there is rust on the wick metal plate”
Candles good but courier delivery was poor and inconvenient.
“appalling delivery”
Many reviewers report helpful replacements and prompt refunds when staff respond, but a notable portion describe slow or absent replies to complaints.
Customers note attractive discounts and fair product prices, yet expensive postage, unclear sale claims and occasional old‑stock concerns affect perceived value.
The website and ordering process are often described as easy to use; however delivery handling and insufficient product information have led to negative experiences.
Multiple reviews report damaged items on arrival, weak or absent scent and signs of old stock; some customers receive products in good condition, but quality issues recur.
Some customers receive clear shipping updates and quick replies, but many report unanswered emails, lack of acknowledgement and unwanted notifications.
Overall impressions are split: many buyers praise quick resolutions and good deliveries, while a significant group report damage, poor replies and courier/postage problems.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Fast delivery; broken candle replaced promptly next day.
“had a new one next day”
Company was slow to respond but refunded damaged item.
“The company was slow to respond to my complaint”
No customer service response after delivery damage reports.
“zero response from customer service”
Postage is expensive, negating any discounts.
“their postage is so expensive”
Votives appeared to be old stock with rust on wick plate.
“there is rust on the wick metal plate”
Plug-in refills produced no scent and disappointed.
“There is no smell from them at all”
No response to emails and frequent out-of-stock items.
“no reply to 3 emails sent”
Incorrect scent replaced quickly after contacting customer service.
“almost immediately sent me the right item”
Order well packed and delivered; reviewer will use again.
“Packed very well and delivery perfect”
Damaged packaging was resolved promptly with a replacement option.
“I emailed customer service and got a swift response”
Two of four candles arrived damaged and no replies via email or Instagram.
“2 out of 4 candles damaged”
Candles good but courier delivery was poor and inconvenient.
“appalling delivery”
Damaged box replaced after a polite apologetic customer service email.
“a very caring response apologising for the inconvenience”
Two of three candles arrived smashed; email contact did not work.
“2 of the 3 candles I bought as a Christmas present were smashed to pieces”
Well organised with quick delivery and efficient replacements.
“quick delivery and quick with replacing any broken candles”
Received unwanted notifications after entering details; sale claims disputed.
“DO NOT EVER use this company”
Product was great and offered at a good price.
“Great product at a great price”
Reviewer reports amazing service and value.
“Amazing service and value.”
Entire experience was excellent from start to finish.
“Excellent from start to finish”
Well packaged with speedy delivery; reviewer will use again.
“packaged well and speedy delivery”
Recently, I purchased a few scented candles from Candles Direct and I must say it was a great experience. The website was user-friendly and had a wide range of fragrances to choose from. What caught my attention the most were their Yankee Candles which are quite popular among candle lovers.
Not only that, but also they had an on-going sale with up to 50% off on selected items which made it even more tempting for me to make a purchase.
After making my order, I received timely updates about the status of my delivery through email. When the package arrived, everything looked just as described on the website with no damages.
The candles themselves smelled absolutely amazing and lasted longer than expected. They truly helped create a warm and cozy ambiance in my space.
Overall, shopping at Candles Direct has been an incredibly satisfying experience for me – easy navigation of their online store, excellent customer service & quality products all combined perfectly for creating loyal customers like myself!
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Candles Direct is a UK-based online retailer specialising in candles and home fragrance products. The site offers a range of branded and own‑label items such as scented candles, votives, diffusers and plug‑in refills, and provides online ordering with delivery across the UK. Consumers researching the retailer often look for stock availability, delivery options, returns policy and contact methods when comparing sellers of home fragrance.