Customer care and policies

Who we are

The House of Fairies is operated by THE HOUSE OF FAIRIES - CANDLES & HOME DECOR LTD, a company established in Cyprus. Company registration number: HE 458960. VAT number: 60086019W.

Contact and addresses

Business and customer correspondence address: Argyri Eftalioti 4A, Petrou & Pavlou, 3085 Limassol, Cyprus.

Email: info@thehouseofairies.com
Telephone: 70000410
Website: thehouseofairies.com

Consumer protection

These policies describe consumer purchases. A separate written quotation or agreement may apply to a business-to-business order. Mandatory consumer rights remain applicable whenever the purchaser legally qualifies as a consumer.

Before placing an order

Read the product or course description, selected size and format, total price, delivery arrangements and any stated lead time before paying. Prices displayed to consumers include applicable taxes. Delivery charges and any optional extras are disclosed before the order is placed. Optional paid extras require your choice.

Ordering and payment

You can review and correct your selections before submitting an order. The final payment control clearly indicates that placing the order creates an obligation to pay. We send an order confirmation to the contact details provided. If an item cannot be supplied, we contact you promptly and refund any payment for the unavailable item unless you expressly agree to an alternative.

We do not use a general right to cancel an order to remove your mandatory consumer rights. A genuine pricing or description error is handled fairly under applicable law; an agreed contract is not retrospectively changed without a lawful basis.

Products and gift sets

The product description and the quantities and variants selected form part of your order. Minor handmade variations may occur where disclosed, but they do not excuse a material difference from the description or a defect.

In the gift builder, the contents and price are shown before checkout. Choosing standard fragrances or combining products from stock does not, by itself, make the set a bespoke personalised item. Where an item is genuinely made to your individual specifications, we explain the work, price, lead time and any applicable withdrawal exception before payment.

Delivery and consumer rights

The Delivery and Returns sections form part of these terms. They explain delivery responsibilities, withdrawal, refunds and remedies for faulty goods. A commercial policy or care instruction does not replace your statutory rights.

Courses and educational material

The Academy section applies to workshops, live training, recordings and downloadable material. Dates, access periods, technical requirements and included services are stated before purchase. Immediate digital supply and early performance of a service require the appropriate express requests and acknowledgements where applicable.

Intellectual property and fair use

Our photographs, illustrations, branding and educational material are protected by applicable intellectual property law. Course access is for the purchaser’s personal learning unless a different licence is expressly supplied. Do not resell, redistribute or share access credentials or recordings without permission. This does not restrict uses permitted by law.

Complaints, liability and governing law

Send a complaint to info@thehouseofairies.com with the order reference and a description of the issue. We review it and explain the proposed resolution. If it remains unresolved, we provide information about an appropriate competent consumer dispute-resolution body where required, including whether we are obliged or willing to participate.

Cyprus law governs these terms, without depriving consumers of mandatory protections applicable in their country of habitual residence. Any jurisdiction clause is subject to mandatory consumer jurisdiction rules. Nothing excludes liability for fraud, death or personal injury caused by negligence, or any liability or remedy that cannot lawfully be excluded.

Policy versions

The terms supplied when your order is placed apply to that order. Later changes do not retrospectively remove rights from an existing purchase. You are entitled to confirmation of the contract and any legally required consent acknowledgements by email or another durable medium that you can keep. Contact us if you need a copy of the terms applicable to your order.

Destinations and costs

Available delivery destinations, methods, charges and restrictions are shown before payment. We currently dispatch from Cyprus. Any delivery promotion applies according to the eligibility, destination and other conditions displayed with that offer. Contact us before purchasing if the destination or method you need is unavailable.

For deliveries within the EU, we do not describe the shipment as an import from outside the EU. For destinations outside the EU, you are responsible for applicable import duties, import taxes and customs handling charges unless we expressly include them in the price. Contact us before ordering if you need clarification of these charges.

Preparation and delivery times

Our usual estimates are 1–3 business days to prepare ready-to-ship orders, followed by approximately 1–5 business days for Cyprus delivery or 5–15 business days for EU delivery. The estimate shown for your particular order and any expressly agreed deadline take precedence. Personalised or bulk orders need a stated production lead time before payment.

Unless a different delivery period has been agreed, goods must be delivered without undue delay and within 30 days. If delivery is late, your statutory rights apply, including the right to set an appropriate additional deadline or, in relevant cases, terminate without an additional period. If we cannot fulfil the order, we refund the amount due.

Responsibility during transport

Where we arrange delivery, we remain responsible for the goods until you or your nominated recipient obtains physical possession. A carrier investigation does not remove that responsibility. Tell us if a parcel is lost, damaged or marked as delivered without being received, so we can investigate and arrange the remedy required by law.

Locker collection and failed delivery

Provide accurate delivery details and collect locker parcels within the period communicated by the carrier. If collection fails or an address is incorrect, contact us to arrange the next steps. Any lawful, reasonable redelivery charge is explained before you agree. Failure to collect does not automatically remove withdrawal or faulty-goods rights.

Damage on arrival

Please report visible transit damage promptly, ideally within 48 hours, with photographs where available. This helps the carrier investigation. It is not a deadline that removes your statutory rights, and we do not require evidence that is unreasonable or impossible to obtain.

Your 14-day withdrawal right

For ordinary online consumer purchases of goods, you can withdraw without giving a reason within 14 days after you or your nominated recipient, other than the carrier, receives the goods. For one order delivered in separate parts, the relevant period normally begins when the last item is received. If the final day is not a business day, the applicable extension applies.

For service or digital-content contracts, the period generally runs from conclusion of the contract, subject to the specific rules and exceptions explained in the Academy section. If legally required withdrawal information was not supplied, the withdrawal period can be extended as provided by law.

How to notify us

To withdraw, send an unequivocal statement to info@thehouseofairies.com. You can also use an available online withdrawal or return facility for the relevant order. We acknowledge electronic withdrawal notices without undue delay. You do not need an account, a reason or our model form to exercise this right.

Your notice only needs to be sent before the applicable deadline. A request is not invalid merely because we review it after that deadline. You do not have to give a reason for statutory withdrawal.

Returning goods

Send the goods back without undue delay and no later than 14 days after notifying us, unless we offer to collect them. Use adequate protective packaging. Original packaging is helpful but is not a general condition that removes the withdrawal right.

You bear the direct return cost for a change-of-mind withdrawal if we informed you of that cost before purchase. We bear the relevant costs for goods that are faulty, damaged on arrival or incorrectly supplied. We may claim a justified reduction in value only where handling went beyond what was necessary to establish the nature, characteristics and functioning of the goods. Your statutory right is not a free-use period.

Return correspondence address: THE HOUSE OF FAIRIES - CANDLES & HOME DECOR LTD, Argyri Eftalioti 4A, Petrou & Pavlou, 3085 Limassol, Cyprus. Contact us if you need practical return instructions; prior approval is not a condition of notifying a valid withdrawal.

When and how refunds are made

We reimburse the amount due without undue delay and within 14 days after being informed of your withdrawal. For goods, we may withhold reimbursement until we receive the returned goods or you provide evidence of sending them back, whichever happens first, unless we offered to collect them.

For withdrawal from the whole order, reimbursement includes the cost of the least expensive standard delivery we offered. We do not have to refund the extra cost of an expressly chosen premium delivery method. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

Exceptions are specific

A statutory exception may apply to genuinely bespoke goods made to your individual specifications or clearly personalised, and to other categories expressly covered by law. We disclose a relevant exception before purchase. Merely selecting standard scents or combining stocked products in a gift box is not automatically such an exception.

We do not classify every opened candle or diffuser as a hygiene exception. Where a genuine statutory exception applies to a particular sealed item, we explain its conditions before purchase. Exceptions to change-of-mind withdrawal never remove remedies for faulty or misdescribed goods.

Faulty, damaged or incorrect goods

Contact us with the order details and the issue. A prompt report, ideally within 48 hours for visible transit damage, helps us investigate but does not cut off statutory rights.

Goods are covered by the applicable legal guarantee of conformity, including the minimum two-year EU protection. Depending on the circumstances and applicable law, remedies include free repair or replacement, a proportionate price reduction or termination and reimbursement. Where Cyprus law applies, relevant national time limits and remedies also apply. Normal use and consumption are assessed in light of the product’s nature and expected lifespan.

Model withdrawal statement

To: THE HOUSE OF FAIRIES - CANDLES & HOME DECOR LTD, info@thehouseofairies.com, Argyri Eftalioti 4A, 3085 Limassol, Cyprus.

I hereby give notice that I withdraw from my contract for the following goods or service:
Order reference and item(s):
Ordered on / received on:
Consumer name:
Consumer address:
Date:
Signature, only if this statement is submitted on paper.

Live classes, recordings and mixed programmes

These terms cover live teaching, recording-only courses and programmes combining both. The course description and your booking confirmation identify the format you purchase, included sessions, learning material, language, dates, time zone, technical requirements and access period. A completed live programme is not a booking for a new live cycle.

Live online classes take place on Zoom. Recordings are available through Tevello via our Academy Portal. Use the email address associated with your purchase. You need a suitable internet connection and a compatible browser or device; live attendance also requires access to Zoom. Materials, tools, kits, certificates and private support are included only as described for the particular programme.

For the existing four-workshop candle-making and home-fragrance programmes advertised with one-year recording access, that one-year entitlement remains part of the offer. The agreed access period and any release schedule apply to your enrolment; a later policy change does not shorten an existing entitlement. Contact us if your access dates are unclear or access ends earlier than agreed.

Statutory withdrawal for services

Unless a lawful exception applies, consumers have 14 days from conclusion of a service contract to withdraw. If you expressly request that teaching begin during that period and then withdraw after partial performance, only a lawful proportionate charge for the service actually supplied may be payable. Losing the right after full performance requires the prior express consent, acknowledgement and other conditions required by law.

Recordings and downloadable digital content

Supply of recordings or downloads during the withdrawal period does not by itself remove your rights. For the relevant statutory exception to apply, you must first expressly consent to supply beginning during that period, acknowledge the resulting loss of the withdrawal right for that content, and receive the required contract confirmation on a durable medium. A login, a preselected box or general acceptance of these terms alone is not that consent.

Rights relating to missing, faulty or misdescribed digital content remain applicable. The treatment of a digital component does not automatically remove withdrawal rights for a separate live-service component of a combined programme.

Commercial cancellation and date changes

In addition to statutory rights, our published commercial policy allows cancellation of a workshop or course booking for a full refund when notice is given at least 14 days before its scheduled date; for a multi-session programme, this means the first scheduled session. Contact info@thehouseofairies.com with your order reference to cancel or discuss a transfer. This promise does not shorten any statutory withdrawal period.

For later cancellation or a missed session, a commercial refund is not guaranteed. We may offer a transfer to an available date or credit by agreement. Statutory withdrawal, non-supply, faulty-content and other mandatory remedies take priority. Missing a live session does not remove access to recordings included in your purchase. Recording-only purchases are governed by the digital-content rules above, rather than a fictitious live-event date.

If we cancel or materially reschedule a session, we contact you with the available alternatives. Any refund or other remedy required by law remains available; you do not have to accept store credit in place of a refund to which you are entitled. A statutory exception for a leisure activity on a specific date applies only where the booking genuinely qualifies and the relevant information was supplied before purchase. We do not classify every educational or professional course as a leisure event.

Recordings, participants and support groups

A live session may be recorded for enrolled participants. The notice for the session explains what is captured and who can view the replay. Camera, microphone, display name, chat and shared work may be visible depending on the settings and your participation. Ask us before the session if you need a private participation arrangement. Marketing use of your image, voice or work requires a separate lawful basis; buying a course is not marketing permission.

If you choose to join a Viber or similar participant group, your telephone number or profile may be visible to its members. Contact us for an alternative support route if you do not wish to join. Do not share other participants’ personal information, private messages or course recordings.

Safe practice, access problems and complaints

Follow the programme’s materials and safety instructions. A child’s participation requires the parent or guardian arrangements, supervision and age conditions specified for that workshop. Educational material does not replace the assessments, registrations or testing required for products you make or sell.

If a session, recording or file is missing, access fails or the supply differs from what was agreed, email info@thehouseofairies.com with your order reference and a description. We investigate and provide the remedy required by law. Access restrictions and course licences do not exclude mandatory consumer remedies.

Controller and contact

THE HOUSE OF FAIRIES - CANDLES & HOME DECOR LTD is responsible for the personal data we process to operate The House of Fairies. Contact info@thehouseofairies.com, telephone 70000410, or write to Argyri Eftalioti 4A, Petrou & Pavlou, 3085 Limassol, Cyprus.

Information we use and where it comes from

You provide information when you place an order, create or use an account, contact us, subscribe to messages, submit a review or enrol in a course. This can include your name, contact and delivery details, billing information, order and payment status, communications, reviews and course participation. We receive transaction and delivery updates from the relevant providers and basic device, connection and usage information when you use the website.

Purposes and legal bases

We use information necessary to enter into and perform your purchase or course contract, deliver orders, provide access and support, and handle cancellations and returns. Tax, accounting, consumer-protection and other legal obligations require us to retain or disclose relevant records. Information needed for a purchase is identified in the relevant form; without it we may be unable to fulfil the order.

Our legitimate interests may support proportionate fraud prevention, security, handling legal claims and improving basic business operations, subject to your rights. Where required, we rely on consent for optional cookies, marketing or particular recording and publicity activities. Consent is separate from simply reading this policy, and you can withdraw it.

Service providers and recipients

Shopify provides our store, accounts and checkout infrastructure. The payment service and the delivery provider you select receive the information necessary to process payment or deliver the order; this includes BOX NOW when selected. We use Klaviyo for customer communications, Judge.me for reviews and Avada for consent management. The information used depends on the feature you choose, the purpose and the permissions that apply.

Zoom supports live teaching. Tevello supports enrolment and access to Academy recordings. Enrolment, participation and support information is used to provide the programme. Depending on the session and your participation, a recording may contain your display name, image, voice, chat or shared work. Check the session notice and contact us before attending if you need an alternative participation arrangement.

Providers may act as processors for our services and as independent controllers for particular activities under their own notices. Read Shopify’s consumer privacy notice, the Zoom privacy statement and the Tevello privacy policy. We also share information with professional advisers, authorities or a business successor where necessary and lawful.

Optional analytics, advertising and session replay

Where enabled and permitted by your privacy choices, our integrations include Google & YouTube, Meta (Facebook and Instagram), Pinterest and Klaviyo for analytics, advertising and attribution, and Microsoft Clarity for interaction analysis and session replay. These features can process device and browser information, identifiers and activity on our website. Optional tracking requiring consent is subject to your choices; newsletter consent is separate.

We use Shopify Network Intelligence, through which Shopify combines data from interactions with our store and other merchants to improve services, advertising and personalisation. Shopify’s consumer privacy notice explains its processing and available privacy choices.

International processing

Some service providers process information outside Cyprus or the EEA, including in the United States. Transfers subject to the GDPR require an applicable lawful mechanism, such as an adequacy decision or appropriate contractual safeguards, with supplementary measures where necessary. Contact us for information about the safeguards relevant to your information.

How long we retain information

We retain order and financial records for applicable accounting, tax and legal periods. We retain course records for the contracted access, support and legitimate recordkeeping or claims needs. Support correspondence is kept while needed to resolve and follow up the issue. Security records are kept for a proportionate security period. When a purpose ends, information is deleted or anonymised unless lawful retention is still necessary.

Marketing information is kept while the relevant consent or other lawful basis remains applicable. A minimal suppression record may be retained after an unsubscribe request so that we can respect it. Participant recording access and retention depend on the notified course purpose and access arrangements; recording retention is not automatically unlimited.

Your choices and rights

Depending on the processing and applicable law, you can request access, correction, erasure, restriction and portability, and object to processing based on legitimate interests. You can object to direct marketing at any time. Where processing relies on consent, withdrawal does not affect the lawfulness of earlier processing. Email info@thehouseofairies.com. We may request proportionate identity verification and respond within the applicable GDPR deadlines, normally one month subject to lawful extensions.

You may complain directly to the Cyprus Commissioner for Personal Data Protection at dataprotection.gov.cy or another competent supervisory authority. You do not have to complain to us first.

Children, payments and security

We do not knowingly seek children’s independent purchases or marketing subscriptions. Where a child attends an appropriate workshop, the relevant information is handled with the required guardian involvement. Payment card information is handled through the payment service; do not send card numbers or security codes by email. We use appropriate security and access measures, but no internet service can be guaranteed completely secure.

Updates

We update this notice when our services or processing change and provide additional information or seek fresh consent where required. The version date appears with the policy.

Cookies and similar technologies

Our store uses cookies and similar browser storage for essential shopping functions and, where enabled and permitted, optional preferences, analytics and marketing. A session cookie normally expires when the browser session ends; persistent storage remains until its stated expiry or deletion. Your browser and the available consent controls provide information and control over stored technologies.

Necessary functions

Necessary technologies support the cart, checkout, account security, fraud prevention and a function you expressly request, including remembering your privacy choice. They can operate without optional tracking consent where legally permitted. Blocking them in your browser may prevent the requested function from working. Analytics and advertising are not treated as necessary merely because they help our business.

Optional purposes and providers

Optional preferences remember non-essential choices. Analytics measures website use. Marketing supports advertising, attribution and related personalisation. Shopify and enabled integrations can supply these functions; our integrations include Google & YouTube, Meta, Pinterest, Klaviyo, Microsoft Clarity, Judge.me and Avada. Whether a particular function needs consent depends on its actual purpose and configuration, rather than its provider’s name alone.

Where consent is required, optional tracking requires your prior choice. You can reject optional purposes and still make an ordinary purchase. Visiting the site, scrolling, closing a notice or accepting sales terms does not by itself provide consent to optional tracking.

Change or withdraw your choice

Open Cookie choices in the footer to review available consent controls, reject optional purposes, accept them or save selected purposes. You can return to change or withdraw consent. Withdrawal applies to future processing based on consent and does not make earlier lawful processing unlawful. Your browser also lets you inspect or delete cookies and other storage; deleting a preference may cause you to be asked again.

Contact info@thehouseofairies.com if a privacy control is unavailable or you need information about a particular cookie, provider or storage period. The Privacy policy explains our contact details, data use, international processing and your rights.

Marketing messages

Newsletter sign-up is separate from cookie consent and purchase. Each marketing email provides an unsubscribe route. Buying a product, joining a course or allowing necessary cookies is not blanket permission for unrelated marketing. Any applicable lawful marketing exception remains subject to its conditions and an opt-out.

Legal guarantee of conformity

Goods sold to EU consumers are covered by the applicable legal guarantee of conformity. Where goods are faulty or not as described, statutory remedies may include repair or replacement free of charge, price reduction or reimbursement under the applicable conditions. This protection is separate from any additional commercial warranty.

The official EU notice below is reproduced in full, in its original colour format. You can open the original for comfortable reading and follow the linked official consumer information. For an issue with a THOF order, contact us with the order details.

Candles

Never leave a burning candle unattended. Keep it away from children, pets, draughts and flammable materials, on a stable heat-resistant surface. Follow the product-specific burning instructions and maximum burn time. Do not move a hot or burning vessel. Stop use at the level specified on the product.

Reed diffusers

Keep diffuser liquid and reeds away from children, pets, heat and open flames. Do not ingest. Avoid contact with eyes and skin and protect painted, polished and delicate surfaces. Follow the specific label for handling spills, first aid and disposal.

Wax melts

Use a suitable wax warmer according to its instructions. Do not add water or allow wax to contact a flame directly. Do not leave a warmer unattended, overfill it or handle it while hot. Keep away from children, pets and flammable materials. Do not eat wax melts.

Product-specific information

General care advice does not replace a product’s hazard label. The applicable pictograms, signal word, hazard and precautionary statements, allergen information and any required UFI must correspond to the final formulation and current approved product assessment. Check the particular product’s information before purchase and the supplied label before use.

Manufacturer: THE HOUSE OF FAIRIES - CANDLES & HOME DECOR LTD, Argyri Eftalioti 4A, 3085 Limassol, Cyprus. Electronic contact: info@thehouseofairies.com. Product identity appears on the product page; retain the batch identification supplied on the packaging.