Terms of service

house of two trees limited, registered in England and Wales, company number 12456564. Contact: hello@houseoftwotrees.com

These are the terms you buy under. They are written to be read rather than to sound impressive. Nothing here removes rights you have by law — where anything below conflicts with your statutory rights, your statutory rights win.

1. Who you are buying from

Me. house of two trees is one person in Birmingham. There is no team, no call centre and no ticket system. If you email, I reply — usually within 48 hours. If it has been longer than that, chase me, because it means I have missed it.

2. How the drops work

The shop is shut most of the year. I pour four times a year in small batches, and everything is made, labelled and boxed before it goes on sale. When a drop opens there is a fixed number of finished candles, and when they are gone they are gone. Nothing is restocked in between.

When you place an order you are making an offer to buy. The contract between us starts when I send your order confirmation email — not when you click pay. If something has sold out in the seconds before your order, or a price is obviously wrong, I will tell you and refund you in full.

3. Prices

All prices are in pounds sterling and include VAT where it applies. The price you pay is the price shown when you order, and it is repeated in your confirmation. Delivery is shown separately at checkout.

4. Delivery

I post to the UK only. Every drop has a single dispatch date, written on the product page before you buy and repeated in your confirmation, because I pour to the orders that came in rather than holding stock.

You will get tracking by email when your parcel goes. Your order stays my responsibility until it is physically delivered to you — if it is lost or damaged in transit, that is mine to sort out, not yours.

Delivery dates are honest estimates. If something goes badly wrong at my end I will tell you rather than let you wonder, and you can cancel for a full refund if a delay is unreasonable.

5. Changing your mind

You have a legal right to cancel within 14 days of receiving your order, without giving a reason. I give you 30 days, which is longer than the law requires.

Email me first at hello@houseoftwotrees.com and I will tell you where to send it. Items need to be unused and in their original packaging. I refund within 14 days of getting them back, to the payment method you used. Return postage is yours unless the item was faulty or I sent the wrong thing.

Gift cards and personalised items are excluded from the cancellation right, as the law allows.

6. If something is wrong with it

Under the Consumer Rights Act 2015 everything I sell must be of satisfactory quality, fit for purpose and as described. I do not exclude any of that, and I could not even if I wanted to.

If something arrives broken, faulty or not what you ordered, tell me straight away with a photograph. Within 30 days of delivery you can have a full refund. After that you are entitled to a repair or replacement, and a refund if that does not sort it.

I am not going to argue with you about a smashed jar.

7. Burning them safely

Candles are a naked flame and this part matters more than the rest of this page.

• Never leave a burning candle unattended, and keep it away from anything that can catch.
• Keep it out of reach of children and pets, and out of draughts.
• Burn on a heat-resistant surface, for no more than four hours at a time, leaving 10cm between candles.
• Trim the wick to about 5mm before every burn, and stop when about 5mm of wax is left.
• Reed diffuser oil will mark polished, painted or waxed surfaces. Use a coaster. Wash your hands after handling the reeds and keep the bottle away from children and pets.

Fuller instructions are on the care and questions page and on the label. I am not responsible for damage caused by a candle being used in a way the safety instructions tell you not to.

8. Gift cards

Gift cards are emailed, usually within a minute. They never expire, they work on any drop, and they cannot be exchanged for cash. If one does not arrive, check your spam folder and then email me.

9. What I am responsible for

If I fail to meet these terms, I am responsible for loss or damage you suffer that is a foreseeable result of that failure. I am not responsible for anything unforeseeable.

I do not limit my liability in any way where it would be unlawful to do so. That includes death or personal injury caused by my negligence, fraud, defective products under the Consumer Protection Act 1987, and your statutory rights as a consumer.

I only sell for personal and household use. If you buy for a business purpose, I am not liable for loss of profit, loss of business or business interruption.

10. The words, the drawings and the photographs

I draw the labels, take most of the photographs and write everything on this site. It all belongs to house of two trees limited and is protected by copyright and trade mark law in the United Kingdom. Please do not copy it or use it commercially without asking me first. Asking is usually fine.

11. Changes to these terms

I may update these terms. The version that applies to your order is the one published when you placed it, so changing them later does not change what you agreed to.

12. If you are unhappy

Email me at hello@houseoftwotrees.com and give me the chance to put it right first. If we cannot resolve it between us, you can use the government-approved alternative dispute resolution schemes, or take it to court.

13. The law that applies

These terms are governed by the law of England and Wales, and disputes can be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland you can also bring proceedings in your own courts. Nothing here affects your right to rely on the consumer protection rules of the country you live in.

Last updated 24 August 2026.