Terms of service
Last updated: March 2026
Welcome to Pluma Verde Ltd, trading as pico (“we”, “our”, “us”). These Terms & Conditions (“Terms”) govern the use of our website (www.picocandle.com) and purchases of our products. By browsing, accessing or ordering from the website, you agree to these Terms. Please read them before placing an order.
This document does not affect your statutory rights as a consumer (including under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015).
If you want to talk to us about these Terms, email contact@picocandle.com.
1. Privacy Policy
Please review our Privacy Policy, which forms part of these Terms, to understand how we handle your personal data.
2. About us
2.1 Pluma Verde Ltd trading as pico. Registered in England and Wales (13544893). Registered office: 470A Green Lanes, London, N13 5PA.
2.2 Our principal trading and returns address is 25 Dover Street, Fourth Floor, London, W1S 4LX.
3. Eligibility
3.1 By using this website, you confirm that you are 18 or over, have legal capacity to enter a contract, and will provide true, accurate and complete information.
3.2 You hold a valid debit or credit card.
4. Language
This contract is concluded in English.
5. Website Use
5.1 You agree to use the website lawfully and respectfully, including by not attempting to gain unauthorised access to systems or data; not uploading viruses, malware or other harmful code; and not copying or reproducing any content without permission.
5.2 All intellectual property rights on the website, its design, content and images are owned by or licensed to pico. No material may be used, reproduced or distributed for commercial purposes without our written consent.
6. Product and Availability
6.1 Our products are hand poured in small batches. Minor variations in colour, fragrance, wick alignment or finish are natural and do not of themselves indicate a lack of conformity. This does not affect your statutory rights.
6.2 We take reasonable care to ensure details, descriptions, colours, other content and prices are accurate and up to date, but errors may occur.
6.3 Packaging may vary from that shown.
6.4 All products are subject to availability. We may withdraw products at any time. If a product you ordered is unavailable, we will let you know as soon as possible using the contact details you provided.
6.5 For pre‑orders placed via email, we will invoice you. We retain legal ownership of products until we receive full payment.
6.6 Nothing in this section affects your legal rights under the Consumer Rights Act 2015.
If you require information regarding your order, email contact@picocandle.com or call +44 7860 944 993.
7. Acquisition of Products
7.1 Products sold on our website are for personal use only.
7.2 You may not resell or transfer products purchased from us.
7.3 Risk in the goods passes to you when the goods are delivered to you, or to a carrier that you have chosen and arranged (and which we do not offer). Until then, the goods are at our risk.
7.4 We may cancel or reduce the quantity of any order we believe may breach these Terms (for example, suspected bulk resales or fraud).
8. Orders & Contract Formation
8.1 When you place an order, you make an offer to buy the products subject to these Terms.
8.2 After you place an order, we send an acknowledgement email. This is not acceptance of your order. Acceptance, and a contract, occur only when we dispatch the products and send you a dispatch confirmation email.
8.3 If a product is out of stock, misdescribed, obviously mispriced or unavailable, we may decline your order before acceptance. If payment has been taken, we will promptly refund you in full to the original payment method.
8.4 We may refuse any order placed through the website, including suspected fraudulent or unauthorised transactions.
8.5 Delivery charges and any destination‑based surcharges will be shown clearly at checkout before you place your order.
8.6 Invoices:
(a) If we are VAT‑registered, prices are VAT‑inclusive and a VAT invoice is available.
(b) If we are not VAT‑registered, no VAT is charged and prices include all applicable taxes (if any).
8.7 To collect in person from our London address, email contact@picocandle.com. We will send a payment link and confirm a collection time. No delivery charges apply to collections.
9. Prices
9.1 Prices are in GBP (£) and include applicable taxes. If VAT applies, prices are VAT‑inclusive.
9.2 Delivery charges and, for international orders, any import duties and taxes payable on import are not included in the product price and will be shown separately at checkout. International deliveries are supplied on a Delivered at Place basis; the recipient is responsible for import duties and taxes.
9.3 We may change prices from time to time, but changes do not affect accepted orders.
9.4 See our Delivery and Returns Policy on our website for further delivery information.
10. Payment
10.1 All payments must be made in full at checkout.
10.2 We use Shopify Payments to process transactions. By ordering, you agree to provide valid and current payment information.
10.3 We accept the payment methods shown at checkout, which may include major credit and debit cards, PayPal, Apple Pay and Google Pay. All transactions are charged in GBP (£).
10.4 We may cancel an order if payment is not authorised or if we reasonably suspect fraud.
10.5 You confirm you are authorised to use the selected payment method. Cardholders are subject to checks and authorisation by the issuer. If your card issuer refuses or does not authorise payment, we are not liable for delay or non‑delivery.
10.6/10.7 Bank transfer options may be available by arrangement. Orders paid by bank transfer are processed once cleared funds are received. Email contact@picocandle.com
11. Title of Goods
11.1 Ownership passes to you once we receive full payment (including delivery charges and taxes). Until then, products remain our property.
11.2 If we refund you, legal ownership of any refunded goods will revert to us when we receive the returned goods. This does not affect your statutory rights.
12. Risk of Loss Policy
12.1 Risk of loss or damage passes to you when products are delivered to you, or to a carrier that you have chosen and arranged (and which we do not offer).
12.2 We are not responsible for loss, damage or theft after delivery is completed.
13. Deliveries
13.1 We will deliver in line with the delivery option you select at checkout. See our Delivery and Returns Policy for details.
13.2 Any delivery times we provide are estimates.
13.3 Orders may arrive in one or more shipments. We are not liable for delays caused by carriers or events outside our reasonable control.
13.4 Unless otherwise agreed, we will deliver without undue delay and in any event within 30 days after order acceptance and receipt of payment.
13.5 Risk passes to you on delivery to the address you provided (or to your chosen carrier, if applicable).
13.6 International orders may be subject to customs duties or taxes on import. These are the recipient’s responsibility.
14. Acceptance of Goods & Ownership
14.1 Please check your products on delivery. If your products are damaged or do not conform to the contract, you have statutory rights including a short‑term right to reject within 30 days of delivery, as set out in section 15.
14.2 If you have not received your order within the estimated time, or you consider the goods faulty or misdescribed, email contact@picocandle.com.
14.3 In the event of a refund, ownership of the refunded goods reverts to pico upon receipt of the returned items.
14.4 When returning goods, take reasonable care and package them appropriately. Original packaging is not required.
14.5 Until we receive returned goods (or you provide evidence of posting), they remain your responsibility.
15. Returns, Exchanges & Cancellations
15.1 Your right to cancel (Consumer Contracts Regulations). You have 14 days from delivery to cancel your contract without giving a reason. To cancel, email us a clear statement (or use the model cancellation form at the end of these Terms).
15.2 Effects of cancellation. If you cancel, we will refund all payments for the goods, including the cost of standard delivery (but not any extra cost for a premium delivery you chose). We may deduct any loss in value caused by handling beyond what is needed to check the goods.
15.3 Timing of refund. We will refund you without undue delay, and no later than: (a) 14 days after we receive the goods back; or (b) if earlier, 14 days after you provide evidence you have sent them back. Refunds are made to the original payment method unless agreed otherwise.
15.4 Returning goods and return costs. Send back the goods within 14 days of telling us you are cancelling. Unless we agree otherwise, you must pay the return postage. If the goods cannot be returned by post, we will tell you the cost of return.
15.5 Condition. You are responsible only for any loss in value caused by handling beyond what is necessary to check the goods.
15.6 Faulty or not as described (Consumer Rights Act). If your products are faulty or not as described, you have a right to a refund, repair or replacement. This includes a short‑term right to reject within 30 days for a full refund. After 30 days, we may repair or replace within a reasonable time; if we cannot, you may be entitled to a price reduction or a final right to reject. These rights are in addition to your cancellation rights.
15.7 Voluntary exchange policy. In addition to your statutory rights, we may offer exchanges within 28 days for goods in resaleable condition. This voluntary policy may change from time to time.
16. Candle Care & Safety
16.1 Use candles responsibly and follow the safety instructions provided.
16.2 See our Candle Care & Safety Guidelines on the website.
16.3 By buying our products, you agree to follow the guidelines.
16.4 We are not liable for damage, injury or loss caused by failure to follow instructions, except where the law does not allow limitation or exclusion (including where caused by our negligence or a product defect).
17. Imdemnification
17.1 To the extent permitted by law, you agree to indemnify us for losses arising directly from your unlawful use of the website or a breach of these Terms that causes us loss (for example, uploading unlawful content or misusing our intellectual property). This does not apply to normal, lawful consumer use and does not affect your statutory rights.
17.2 This indemnity survives termination of these Terms.
18. Intellectual Property
18.1. All content available on the website including text, images, graphics, logos, product photographs, and any other materials (collectively, the “Content”) — belongs to pico, our partners, or our licensors, and is protected under UK and international copyright laws.
18.2 The trademarks, logos, and service marks displayed on this website (collectively, the “Trademarks”) are the registered or unregistered property of pico, our partners, or our licensors, and are protected by applicable trademark laws.
18.3 Other trademarks appearing on this site that are not owned by pico are the property of their respective owners and are used with permission or fair use.
18.4 Except where permitted by law, or as set out under a limited license granted by pico, you may not use, copy, reproduce, duplicate, sell, resell, modify, or exploit any part of the Content or Trademarks without our prior written consent.
19. Limited License
19.1.We grant you a limited, revocable, and non-exclusive license to access and use this website for your own personal and non-commercial purposes.
19.2 This license does not permit you to:
i. frame or enclose this website or any part of it;
ii. modify, reproduce, or download the website or its content (other than temporary caching or as needed to view pages);
iii. use the website or its content for anything other than personal use;
iv. create derivative works from the website or its content;
v. collect or use account information for the benefit of another party;
vi. use meta tags or hidden text containing pico name or trademarks;
vii. use automated tools such as spiders, crawlers, robots to gather data, or take any action that places an unreasonable load on our systems.
19.3 We also grant you a limited, revocable, and non-exclusive license to link to our homepage for personal, non-commercial use, provided that the linking website:
i. links only to, but does not copy, our content;
ii. does not imply that pico candle endorses the website, its services, or its products;
iii. does not misrepresent its relationship with pico candle;
iv. does not contain unlawful, offensive, or otherwise inappropriate content;
v. does not present pico candle, our products, or our services in a misleading, derogatory, or harmful way;
vi. does not use our trademarks without express written consent; and
vii. does not link to any page other than the homepage.
19.4 We may request, at our discretion, that you remove a link to our website, and you agree to do so immediately upon request. Any unauthorised use of this website automatically terminates the limited license granted to you under this section, without prejudice to any other decisions available under law.
20. Liability
20.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
20.2 Nothing in these Terms affects your statutory rights, including your rights in relation to faulty or misdescribed goods.
20.3 We are not liable for loss that we and you could not reasonably foresee when the contract was made.
20.4 Subject to section 20.1, our total liability to you for loss or damage in connection with an order will not exceed the price paid for that order where the law allows such a limit.
21. Privacy & Cookies
21.1 Your privacy matters to us. See our Privacy Policy.
21.2 We use cookies to improve your experience. See our Cookies Policy.
22. Third Party Links
22.1 The website may include links to third‑party sites. These are for convenience only.
22.2 We do not control and are not responsible for third‑party content, products or services. Linking is at your own risk.
23. Complaints
If you have a complaint about our products or service, email info@picocandle.com. We aim to acknowledge within 2 working days and respond within 14 days. If we cannot resolve your complaint, we will tell you whether we are willing to engage in alternative dispute resolution (ADR).
24. Governing Law & Jurisdiction
24.1 These Terms and any disputes are governed by the laws of England and Wales.
24.2 If you are a consumer in the UK or EU, you benefit from any mandatory laws of your country of residence and may bring proceedings in your local courts. Nothing in these Terms affects your statutory rights.
Contact Us
Questions or concerns? Email contact@picocandle.com
Changes To These Terms
We may update these Terms from time to time. The Terms that apply to your order are those in force when you placed the order, which we confirm to you in a durable medium.
Events Outside our Control (Force Majeure)
We are not responsible for delay or failure caused by events outside our reasonable control. If such an event affects your order, we will contact you and our obligations will be suspended for the duration of the event.
No Third Party Rights
No person other than you and us has rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these Terms.
Severance and Waiver
If any provision is invalid or unenforceable, the rest remains in force. A delay or failure to enforce a right does not waive it.
Schedule
Cancellation Instructions and Model Cancellation Form Right to cancel
You have 14 days from delivery to cancel this contract without giving a reason.
How to cancel: Tell us clearly by email to contact@picocandle.com (or by post to Pluma Verde Ltd t/a pico, 25 Dover Street, Fourth Floor, London, W1S 4LX). You may use the model form below.
Effects of cancellation: We refund the price and standard delivery cost. We may deduct for handling beyond what is needed to check the goods.
When we refund: Within 14 days of receiving the goods back or you giving us proof you sent them. Refunds use your original payment method.
Returning goods: Send goods back within 14 days of cancelling. Unless we agree otherwise, you pay return postage. Please package items safely.
Model cancellation form —
To: Pluma Verde Ltd t/a pico, 25 Dover Street, Fourth Floor, London, W1S 4LX; email: contact@picocandle.com
— I/We cancel my/our contract for the sale of the following goods: [details]
— Ordered on/received on: [date]
— Name of consumer(s): [name]
— Address of consumer(s): [address]
— Signature of consumer(s) (only if on paper): [signature]
— Date: [date]