Terms & Conditions
Last updated: 9 October 2026
1. About us
This website, esclusso.com, is run by ESCLUSSO LTD, a company registered in England and Wales under company number 13223662.
- Registered office: 71–75 Shelton Street, London WC2H 9JQ
- Studio: 2.4, A3, Design District London, 6 Soames Walk, London SE10 0AX
- Email: studio@esclusso.com
- Telephone: +44 (0)7487 229333
"We", "us" and "our" mean ESCLUSSO LTD. "You" means the person buying from or using this website.
2. These terms
These terms apply to every order placed on esclusso.com and to your use of the website. Please read them before you order. Our Shipping Policy, Refund Policy and Privacy Policy form part of these terms. These terms are for consumers buying for personal use. Nothing in them affects your legal rights as a consumer.
3. Our pieces
Every ESCLUSSO candle and object is made by hand in our London studio. We are an art studio, not a factory. Small variations in colour, marbling, pattern, size and finish are a natural part of the handmade process, so no two pieces are identical. These variations are not faults. Photographs and colours on screen are shown as accurately as we can, but your piece may differ slightly.
Please follow the care and safety guidance supplied with your candle. Never leave a burning candle unattended.
4. Ordering
When you place an order, you are offering to buy the pieces in your basket. We will email you to acknowledge your order. The contract between us is formed when we email to confirm that your order has been dispatched. There is no minimum order value. We may decline an order, for example if a piece is no longer available or a price was clearly shown in error. If we do, we will tell you and refund any payment in full.
5. Prices and payment
Prices are shown in pounds sterling (GBP). Delivery charges are shown at checkout before you pay. Payment is taken when you place your order.
6. Delivery
Each piece is made and packed by hand, so orders are dispatched within 3–5 working days. You will receive a tracking confirmation by email once your order ships. Delivery times below start from dispatch and are estimates.
| Region | Standard delivery | Complimentary delivery | Estimated delivery time |
|---|---|---|---|
| United Kingdom | £5 | Orders over £100 | 1–2 working days |
| European Union | £15 | Orders over £150 | 3–5 working days |
| United States | £20 | Orders over £150 | 5–8 working days |
| UAE / Dubai | £20 | Orders over £150 | 5–8 working days |
| Rest of the world | On request | — | Varies |
For other destinations, please email studio@esclusso.com and we will arrange your order. The piece is your responsibility once it has been delivered to you or to the person you named.
7. Duties and taxes
Orders shipped outside the United Kingdom may be subject to customs duties, import taxes or handling fees in the destination country. These are paid by the recipient and are not included in our prices or delivery charges.
8. Your 14-day right to cancel
If you are a consumer, you may cancel your order for any reason within 14 days of the day you receive it. (Where an order arrives in several deliveries, the 14 days run from the last delivery.)
- How to cancel: email studio@esclusso.com with your name, order number and the pieces you are returning. Please email us before you send anything.
- Returning the piece: send it back within 14 days of telling us, to ESCLUSSO, 2.4, A3, Design District London, 6 Soames Walk, London SE10 0AX. Return postage is paid by you. Please keep your proof of postage.
- Condition: Pieces must be unused and returned in their original packaging. Used items cannot be returned.
- Your refund: we refund the price of the piece and the standard delivery charge. If you chose a more expensive delivery option, we refund the standard rate only. Refunds are made within 14 days of receiving the piece back, or of receiving proof that you returned it if that is sooner. They are paid to your original payment method.
- Exceptions: bespoke, made-to-order or personalised pieces made to your specification cannot be cancelled once making has begun.
9. Exchanges
If you ordered the wrong piece, we will gladly exchange it for the one you intended. Please ask within 14 days of delivery. The piece must be unused, unopened and in its original condition. Postage for the return and for sending the replacement is paid by you. Asking for an exchange does not affect your right to cancel under section 8.
10. Damaged, faulty or incorrect pieces
Under the Consumer Rights Act 2015, your piece must be as described, fit for purpose and of satisfactory quality. If it arrives damaged, defective or incorrect, we will offer a replacement or a full refund, and we refund return postage for verified cases.
To help us resolve it quickly, please contact us within 48 hours of delivery where possible. Include clear photographs of the piece, the inner packaging and the outer box. Reporting later does not remove your legal rights. In summary, you may reject a faulty piece for a full refund within 30 days of delivery. After that, you may ask for a repair or replacement, or in some cases a price reduction or refund. For full details see citizensadvice.org.uk.
11. Pieces bought elsewhere
Only pieces bought on esclusso.com may be returned to us. Pieces bought from a department store, stockist or pop-up must be returned to the original place of purchase.
12. Bespoke orders
Bespoke and commissioned pieces are agreed with you in writing, including price, design and timing. Because they are made to your specification, they cannot be cancelled once making has begun. Your rights under section 10 still apply.
13. Our liability
We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be limited by law. This includes your rights under the Consumer Rights Act 2015.
14. Using this website
All designs, photographs and text on this website belong to ESCLUSSO LTD or are used with permission. You may not copy or reuse them commercially without our written consent. You must not misuse the website, for example by introducing viruses or attempting unauthorised access. The website is hosted on Shopify.
15. Your personal information
We use your personal information only as described in our Privacy Policy.
16. Changes to these terms
We may update these terms from time to time. The version on this page when you place your order applies to that order.
17. Law and disputes
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts. If you have a concern, please email studio@esclusso.com first and we will do our best to resolve it.
18. Contact
ESCLUSSO LTD · studio@esclusso.com · +44 (0)7487 229333
Studio: 2.4, A3, Design District London, 6 Soames Walk, London SE10 0AX
Registered office: 71–75 Shelton Street, London WC2H 9JQ · Company number 13223662
