Please read the following Terms & Conditions for Orli. By reading this you accept all Terms & Conditions stated here. If you do not agree to these terms, please do not use this website.

We reserve the right to update and amend these Terms & Conditions at any time. When changes are made we will reflect this on the site and endeavour to inform you. It is your responsibility to read the Terms & Conditions regularly.

Terms of Sale

By placing an order you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.

Dispatch times may vary according to availability and subject to any delays resulting from postal delays or force majeure for which we will not be responsible.


While we strive to maintain the lowest possible prices at all times, it occasionally becomes necessary for us to raise our prices based on the rising prices of our raw materials. We reserve the right to do this without notice.  Our prices are displayed without VAT of 20%.  VAT inclusive prices are displayed in the Shopping Cart.

Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

Privacy and Data Protection

Orli respects your privacy and will treat all information confidentially.

We require certain information in order to conduct our business together. The data collected can include: Name, Address, Telephone number, Email address, Password and Payment details. We may also ask you general questions in order to improve our service to you.  Other than our advisers and finance providers we will not share your information with third parties.

We will use your information for the following:

  • To conduct business between ourselves
  • To contact you about our promotions and services
  • To maintain and improve the content of our marketing and publications
  • Complaint handling and other enquiries

Intellectual Property

The intellectual property rights in all software and content (including photographic images, logos, trademarks, text and designs) made available to you on or through this Website remains the property of or its licensors and are protected by copyright laws and treaties worldwide.  All such rights are reserved by and its licensors.  You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on this Website nor may you use any such content in connection with any business or commercial enterprise unless specifically authorised by Orli.


Once you have placed an order online, you will be sent a confirmation email.  If there are any problems with your order we will inform you as soon as possible. We reserve the right to refuse an order for any reason. In such circumstances you shall be informed and a refund (if pre-paid) will be issued accordingly.

Contract Manufacturing Orders

Any orders placed under Contract Manufacturing will be subject to their own Terms and Conditions of which you will be notified at point of order.


Subject to stock availability and volumes ordered, dispatch will normally be  within 2-3 working days.  However, please note, if you are ordering Unbranded Massage Candles then please allow between 5-10 working days for receipt as these are made to order.  For other Contract Manufacturing orders, delivery timescales will be agreed as part of a separate contract.

Delivery Information

We aim to process and dispatch all non-manufactured orders within approx. 2 to 3 working days, sooner if possible so please allow up to five (5) working days for UK delivery. Manufactured items such as Unbranded Massage Candles and Bulk Bases have an approx. lead time of 10 – 15 working days but we will endeavour to ship these sooner if possible. This can vary depending on what we have in production at the time we receive your order, please contact us for further information if required, or, if you require your order urgently and we can see whether we can help.   All delivery times quoted are subject to collection by our courier.

All items will be shipped via Courier on economy service.  If you wish to have your order shipped via a premium service please let us know and we will be happy to arrange and will invoice you for the additional shipping fees.

We are happy to ship internationally and strive to keep shipping fast and affordable. For parcels being shipped within the Mainland EU, please allow up to ten (10) business days for delivery. Non-EU shipments may take a little longer due to customs regulations in those countries. Orli are not responsible for any duties levied by customs.

Please ensure your delivery address is correct as we cannot be responsible for parcels delivered to an incorrectly provided address. There will will be an additional delivery charge for parcels redirected to any address other than the delivery address provided by the customer at checkout.

Deliveries outside the UK may incur additional charges such as local taxes, VAT or Duty for which you are responsible and payable by you. If you are not sure if extra charges are applicable to you, please contact us.

Please also note that if you are out-with the UK and EU and are purchasing any of our cosmetic base products, you will need to check whether there is a requirement for additional paperwork to support the importing of those Cosmetic products into your Country.  We are more than happy to assist you with this process but any fees arising from such documentation, will need to be met by the Customer.  We will not be responsible for goods being declined at Customs due to lack of appropriate paperwork so please check before placing an order on our website.

Secondary Carriers and Forwarding Agencies

If a customer chooses to use their own carrier or forwarding agency, Orli is not liable or responsible for any loss or damage incurred once the order is in possession of said carrier or agency. Once the parcel has been signed for by the secondary carrier or forwarding agency, our liability ends.

Damaged Goods

Orli undergo a product quality check before orders are dispatched. However, if you receive damaged goods, you must inform us immediately via email to or  call us on +44 (0)77956 70545 within 2 days of delivery for us to arrange for an exchange or a refund. When contacting us, please include your order reference number, your name and a description and product code of the damaged items. We also may ask for evidence, such as a photograph of the damaged products. If you wish for a refund for damaged goods, you will be refunded the full amount including the original delivery charges. Do not accept goods with visible damages.

Returns and Cancellations

Please contact us if you would like to discuss returning any products. Please note we are not able to accept Returns for products made specifically for you such as our Unbranded Massage Candles, Bulk Base Products or, for any other products provided under our Contract Manufacturing service unless there are valid reasons for doing so, which must be approved by us.

We are unable to accept returns on fragrance oil or goods that have been specifically manufactured for you such as Unbranded Massage Candles and Bulk Bases.  Any other products may be returned if they are deemed unsatisfactory by the customer. We will accept returns of unused products within fourteen days of purchase. To return a product, please contact us via email for instructions on how to handle the return. Do NOT send any items back to us without prior arrangement. Your statutory rights are not affected.

In the unlikely event you receive an incomplete, damaged or incorrect order, you must notify us within 24 hours of receipt. In the event of damage, you must retain all packaging. We will ask for photos in order to submit a claim to our carrier.

Cancellation must be made within fourteen days of ordering. Refunds for cancelled orders will be provided within 30 days of cancellation. Return postage for any cancelled order is the responsibility of the Customer.

If you are returning an incorrect order or a product which was delivered to you in a damaged or faulty state, we would ask you to follow returns procedures set out above. We will refund you the purchase price, the delivery charge and any parcel carrier costs you incur.

When returning items you are recommended to keep a proof of posting. Proof of posting will not be accepted as proof of delivery. We will not accept responsibility for lost or damaged parcels.


You agree that you are at your own risk when using the Orli website. We are not liable to any party in contract, tort or negligence for death, personal injury, damage, claim, loss, costs or expenses, specifically for:

  • Any special loss
  • Any loss of revenue, profits, business or contracts
  • Any loss of data
  • Any loss of reputation

Our website may contain links to other sites – we are not responsible for the content on these sites.


We make no warranty or guarantees regarding our products or information provided on our website.

  • Burning instructions and tips – these are provided for guidance only. It is your responsibility that our products are used safely. We will not accept responsibility for misuse.

Website Availability

We will endeavour to make our site available 24 hours a day. However, we reserve the right to occasionally restrict access or make our website unavailable without notice. We cannot guarantee that the website will be faultless at all times. In such circumstances we will do our very best to solve the problem as soon as possible.


If you have any complaints about our products or service, please send us an email to