Representative FAQ’s

Here are some Frequently Asked Questions and Answers.

How long will my order take to arrive?

As Darceys products are all made by hand, there is a 7-10 working day lead time from the date your order is placed until date of dispatch. We use DPD next day delivery as our shipping method if you have chosen for your order to be shipped. If you have chosen to collect your order, you will receive an email to confirm it is ready for collection. We recommend a 10 day turnaround for each order although at quieter times we are able to get the orders out faster and when it is very busy e.g. at Christmas time there can be a slight delay. If your order has taken more than 10 days to arrive from the date you placed your order, please use the contact form for an update. Please do not request an order update within 10 days of placing your order unless it is an emergency.

What does the order status mean?

Each order goes through 4 stages from the date of order until the date of dispatch, you can check the status of your order in the “My Orders” Section of our website. Here are the different status’s and what they mean:

Processing”: This means your order has been accepted and payment gone through.
“Order Printed”: This means your order has been printed and sent to the workshop to be pulled.
“Ready for Collection”: If you collect your orders you will be able to collect now.
“Order Shipped”: This means your order has been collected or if you have it delivered it means it has gone to the courier.

I have a faulty/missing product what do I do?

If you have a faulty product, please email us at info@darceyscandles.co.uk. Please include any photos of the damaged product to help us with your query.                                  

I have a complaint who do I contact?

If you have a complaint, please email us info@darceyscandles.co.uk.                                                                                                        

How often can I place an order?

There is no maximum amount of orders you can place, please ensure that all orders are received before placing it through the website as we are unable to add or amend orders once they are placed.

Can I have an order sent direct to a customer?

 Yes, just amend the shipping name and address to your customers. We are unable to split your order so all of the order must go to the alternative address. We are unable to merge orders.

How is my commission paid?

Sales commission is paid in the way of a discount. All products on the website are discounted by 25% when you are logged in with the exception of Rep essential items. When you collect the payment from your customers and place your order, what’s left over when you make your payment is your commission. This allows you the freedom to offer special offers exclusively to your customers.

What is the returns policy?

If an item is faulty you can return the item to us via our address and the cost of return will be met by us. If a customer has changed their mind about a product or don’t like the smell it can be returned to Darceys for a refund as long as it is in as new, re-sellable condition. The cost of return is met by the representative.

Do I need to pay tax on my commission?

Darceys Representatives and Ambassadors are self-employed and are responsible for registering with HMRC to declare their earnings. Tax paid will depend on income. More information can be found here.

Do I need public liability insurance?

Public liability insurance is not a legal requirement however it is recommended to have this if you are working with the public particularly if you are regularly doing fayres or parties. You can find more information about public liability insurance here.

What are the specs/weights of each product?

Full product information can be found in Page 3 of our Darceys Brochure.

Is Darceys CLP compliant?

All of Darceys products comply with EU CLP Regulations. A full breakdown of ingredients and hazard statements of our products is available here.

What is CLP?

The CLP Regulation (for “Classification, Labelling and Packaging”) is a European Union regulation from 2008, which aligns the European Union system of classification, labelling and packaging of chemical substances and mixtures to the Globally Harmonised System (GHS).

How long does the brochure last?

The brochure lasts for 12 Months from February until January.

How often do we do special offers?

We have special offers on weekly and discounts on one off items on our end of the Month Flash sale. Make sure you are on our mailing list as we send out our weekly offers and Flash sale offers via email.

Weekly Offer: This offer runs from Sunday – Sunday and we always have a good mix of products from week to week.

Flash Sales: We also run Flash Sales every month where one or more items is highly discounted for one night only.

What is a Hostess gift and how do I qualify?

Each month Darceys offer a gift for those who host a Darceys Party, they receive the Hostess gift if the sales from the party are over £200/£300/£400/£500 before Rep discount is applied. The Hostess gift changes each month and is always an item that is not available to purchase separately. To qualify, your order total must be over the gift you are claiming for and this total must not include any Rep essential items as these won’t be included when assessing if you qualify. We are unable to backdate any Hostess gifts for previous orders so ensure you have the correct one in your order too ensure you don’t lose out!

What is the Rep incentives and how do I qualify?

Rep incentives are gifts we give to you for placing an order with us. We have Rep gifts available when an order is placed over £150/£300/£400/£500/£750. The total value of your order must be over these amounts to qualify for the free products, this total doesn’t include your postage or your Rep discount. We are unable to backdate any Rep gifts so ensure you have included it in your order if you qualify. Please note that only one Rep gift is permitted per order so make sure you order the one you qualify for as we won’t automatically add it to your order unless you request it!                           

Can I claim the hostess gift if I host the party myself?

Yes you can if you qualify.                 

Can I claim the Hostess gift and the Rep incentive gift?

Yes, you can claim for both the Rep and Hostess gift as long as you qualify for both and meet the criteria above.

What is the Darceys Reps group for?

The reps Facebook group is an information group where Head Office share updates, progress and announcements with representatives. The group is also used to ask for opinions on new products or scents and we also have lives and information sessions with our Sales Manager Margaret Wilson and CEO Jackie Dalziel.

What is an Ambassador?

Ambassadors are Representatives who recruit, train and support their own team of Representatives and earn a commission from team sales.

How do I become an Ambassador?

If you are interested in joining the Ambassador programme you should speak to your upline (the ambassador who recruited you) about the opportunity, they will take you through how it works, work with you to make sure you are equipped with the knowledge required to start building and supporting a team and then when they think you are ready they will nominate you for the programme.

I have an Ambassador/team query, who do I contact?

If you have a query regarding a new rep or a sales query within your team, pop us an email at accounts@darceyscandles.co.uk.

What are the opening hours of the workshop?

The workshop is open Mon-Fri 9.30am until 8pm (order collections stop at 4:30pm). Sometimes we are open at the weekends, when this is the case, our opening and closing times vary. The opening hours are subject to change so please check before collecting your order.

What are the opening hours of the office?

The office at the workshop is manned Mon-Fri 9am until 5pm. Any emails sent out with this time will be answered once the office re-opens. If you have an emergency, you can contact us directly using the phone number on our website.

Where can I find pictures to use?

We would highly recommend creating your own images and content, however you can also use any image shared by us on the Darceys Facebook page. If another rep shares a picture that you would like to use, always ask permission before using it, unless permission has been given in the comments. If the picture is posted publicly on their own profile or page, send them a pm to ask permission, don’t comment on the post asking permission. Please remember that this post has a purpose and reps commenting asking permission to use it devalues it.

What is the Party Pack and what does it include?

The party pack is available to purchase once per brochure year and contains 1x pack of melts, 1x Large Candle, 1x Small Candle, 1x Room Spray, 1x Reed Diffuser and 1x Bag of Aroma Beads. You can find this in the Rep essentials section of our website. Please note that the items are picked at random. 

What is a Starter Pack and what does it include?

We have 3 Starter packs available, Soft Starter Pack, Medium Starter Pack and Full Starter Pack which you can find in the Rep essentials section of our website. Here’s what they include:

Soft Starter Pack: Consisting of 5 scents of 4 pack melts: Aloe Vera & Cucumber, Coconut & Lychee, Crème Brulee, English Pear & Freesia (similar identity to Jo Malone), Eternal (similar identity to Jean Paul gaudier). Also included: 20x Brochures , 20x Order forms, All Paper Info, 1x Darceys branded Canvas Bag, 1x Darceys Pen, 1x Darceys Notebook.

Medium Starter Pack: Consisting of 20 scents of 4 pack melts: Aloe Vera & Cucumber, Alpine Fresh, Beach Blush (similar identity to Yankee Pink Sands), Coconut & Lychee, Creamy Coconut, Crème Burlee, English Pear & Freesia (similar identity to Jo Malone), Eternal (similar identity to Jean Paul Gaultier, Freshly Cut Grass, Geranium, Hubba Bubba, Island Paradise, Mountain Top (similar identity to Zoflora Mountain Air), Pina Colada, Pineapple & Mango, Scottish Bru (similar identity to Irn Bru), Sea Salt & Sage (similar identity to Jo Malone), Spring Breeze (similar identity to Lenor Spring Awakenings), Strawberry & Lily (similar identity to Comfort Strawberry & Lily), Snow Fairy. Also included: 20x Brochures , 20x Order forms, All Paper Info, 1x Darceys branded Canvas Bag, 1x Darceys Pen, 1x Darceys Notebook.

Full Starter Pack: Consists of all 70 Scents in Melts we have to offer for 2021, 20x Brochures, 20x Order Forms, Darceys Branded Canvas Bag, Darceys Branded pen, Darceys Branded Notebook.

Useful email addresses

Faulty/missing items: info@darceyscandles.co.uk

Team/Sales query: accounts@darceyscandles.co.uk/sales@darceyscandles.co.uk

Product/Scent suggestions: adminstration@darceyscandles.co.uk

Portal/back office Queries: portal@darceyscandles.co.uk