Have any questions about our handmade scented soy candles, shipping and delivery, or anything else? On this page you will find the answers to most frequently asked questions, however if you cannot find what you're looking for, please get in touch with us.
HOW DOES COVID-19 AFFECT MY ORDER & DELIVERY?
We are still shipping orders within our usual 1-3 business day window (2-4 for personalised orders). However, depending on any future lockdowns, local lockdowns or restrictions and other unforeseeable circumstances we cannot guarantee that there are no delays with your delivery service. Please allow extra time for your order to arrive, where possible.
HOW LONG WILL IT TAKE FOR MY ORDER TO BE SHIPPED?
We aim to ship most orders within 1-3 business days, however for personalised orders such as custom candles this may take 2-4 business days. For large or special orders we will quote your estimated shipping date when you place your order.
If your order is urgent, you are always welcome to let us know and we will do our best to get it sent out as soon as possible.
WHAT IS YOUR RETURN POLICY?
We gladly accept returns and exchanges, but please contact us first before returning your product. You must contact us within 14 days of receiving your product, and return it within 30 days of receiving it.
Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for:
Custom or personalised orders
Items on sale
Please note we also don't accept returns for wax melts and snap bars that have been chipped in transit, as this does not affect the product scent or quality. Whilst we don't expect any damage during its journey to you, some chipping may occur.
WHAT ARE YOUR SHIPPING OPTIONS AND HOW LONG WILL MY PARCEL TAKE TO ARRIVE?
Our UK parcels are shipped with Royal Mail 2nd Class as standard, which aims to deliver within 2-4 working days. You can also choose the delivery upgrade at checkout for Royal Mail 1st Class, which aims to deliver within 1-2 working days.
For parcels weighing more than 2kg we use other shipping services, such as UPS, DHL, DPD, Parceforce etc. depending on the destination and weight of the parcel. If you have any questions about this, please contact us after placing your order.
Please note we are not liable for any delivery delays, regardless of whether an upgrade has been purchased. We do not have any control over delivery times by our delivery service providers.
WHAT ABOUT INTERNATIONAL SHIPPING?
Orders weighing up to 2kg are shipped with Royal Mail International as standard. Depending on your destination, the delivery time is estimated as follows:
Europe: 3-5 business days
Rest of the world: 6-7 business days
For parcels weighing more than 2kg we use other shipping services, such as UPS, DHL, DPD, Parcelforce etc. depending on the destination and weight of the parcel. These delivery estimates tend to be slightly shorter or similar to Royal Mail International. If you have any questions about your delivery, please contact us after placing your order. Most of the shipping services also have full or partial tracking available.
Please note we are not liable for any delivery delays.
DO YOU OFFER GIFT CARDS?
We do not currently sell gift cards, however this may become an option in the future. If you wish to give someone a gift card to our shop, please feel free to get in touch and we can provide a discount coupon to your desired value.
WHAT ARE THE PAYMENT OPTIONS?
We accept card payments through SSL Secure Shopping via any major card provider, including American Express, MasterCard, Maestro and Visa. We also accept PayPal payments.
CAN I EXCHANGE OR CANCEL MY ITEM?
Exchanges can be provided for the same item only and in cases where the item is faulty or has arrived damaged. Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
We do not accept any cancellations.
ARE YOUR CANDLES VEGAN-FRIENDLY?
Yes, all our candles are vegan-friendly. We use 100% natural soy wax, high quality fragrance oils or pure essential oils, and wood or cotton wicks. All our ingredients are also cruelty-free and eco-friendly, and our packaging is made from recycled materials where possible, and are recyclable or reusable.
IT HAS BEEN A WHILE AND I HAVE NOT YET RECEIVED MY ORDER - WHAT SHOULD I DO?
Whilst our shipping services are usually very reliable, unforeseen circumstances may sometimes affect your delivery. Different delivery service providers have varying timeframes for when they consider a parcel lost. We are unable to send out a replacement parcel before these timeframes are met.
• Royal Mail 1st Class and 2nd Class - 10 working days after delivery due date• Royal Mail International orders - 20 working days after delivery due date for Europe, 25 working days after delivery due date for the rest of the world• Other shipping service providers - please check with us at the time of placing your order as these may vary between different providers
I HAVE RECEIVED MY ORDER, BUT IT HAS BEEN DAMAGED OR PARTIALLY LOST IN TRANSIT - WHAT SHOULD I DO??
We pack all of our orders with great care to prevent any damage in transit, and mark all fragile orders as such with fragile tape, however unfortunately we cannot guarantee that the parcels won't be mishandled at any point in the delivery service. If you receive your order and it is damaged, please get in touch with us and send us photos of the damaged items. We will be able to send out a replacement parcel or provide compensation for the order.
Can’t find your question? Have feedback or special requests?