Q. When will I receive my order?
A. All of our products are made to order by hand, and we will always try our best to get your order dispatched as quickly as possible. However, as stated at the point of purchasing and again in your confirmation email, we kindly ask you to allow 3-5 working days for your order to be lovingly made and prepared for shipping. Please note: This may be extended to 7-10 days during busy periods, but we will notify you of this prior to checking out.
Q. How can I track my order?
A. You will receive shipping confirmation via email as soon as your order has been dispatched (please check your SPAM folder). This email will contain your tracking information.
Q. I haven't received a shipping confirmation
A. As mentioned above, you should will receive shipping confirmation via email as soon as your order has been dispatched If you have not received this after 5 days of placing your order (or 10 days during busier periods), please get in touch with us via email: email@example.com and we'll look into it. Important: Please make sure you have checked your SPAM folder beforehand, to make sure it's not in there.
Q. Can I cancel my order once it has been placed?
A. Orders can be cancelled as long as we are notified within 24 hours of the order being placed. If you wish to cancel your order, please email firstname.lastname@example.org within 24 hours, with your oder details. Orders outside of this timeframe cannot be cancelled.
Q. Can I change the delivery address once my order has been placed?
A. If any of the information you have provided at the time of ordering is incorrect, you MUST contact us by emailing email@example.com within 24 hours of your order being placed. After this period, amendments cannot be guaranteed, but we will always try our best.
Q. Do you deliver outside of the UK?
A. Unfortunately, at this time, we can only ship items within the UK.
Q. My order has arrived damaged/faulty/incorrect
A. If your order has arrived damaged or faulty, please refer to the appropriate section on our Delivery & Returns page.
In the rare occurrence your order arrives incomplete or incorrect, please ensure you inform us by emailing firstname.lastname@example.org within 48hrs of receiving your order. We will, of course, do all we can to rectify the issue as soon as humanly possible.
Q. My order hasn't arrived
A. If your order hasn't arrived within 7 working days from the date of dispatch, please notify us via email (email@example.com), and we will do all we can to locate your order.
RETURNS & REFUNDS
Q. Can I return and receive a refund on my order?
A. Please refer to our Delivery & Returns page for our full returns policy.
Q. Are your products vegan and cruelty-free?
A. Yes. This is extremely important to us.
Q. How long do your candles burn for?
A. The burn time of our candles is approx. 40-50 hours, depending on fragrance and the correct candle maintenance. To ensure you get to enjoy every last drop of wax and delicious fragrance, please refer to our Care Guide prior to burning.
Q. How long do your wax melts last?
A. Each wax melt will remain fragrant for approx. 10-15 hours. Please refer to our Care Guide prior to using, for some top tips!
Q.Can I add fresh melts in with melts I have used?
A. Whilst it seems like a good idea, please don't add new melts in with melts that have been used as this will dilute the scent throw.
Q. What should I do if I am getting black sooting on my jar?
A. To avoid sooty deposits, trim the wick of your candle to 5mm before each new use. Please refer to our Care Guide for further information on trimming your wick. Any soot on the glass of your candle can be wiped off with a damp paper towel.
Q. Why does my cotton wick 'mushroom' after burning?
A. This can happen if soot accumulates on the wick of your candle. Simply extinguish the candle, wait for it to cool, trim the wick (to 5mm) and then re-light.