Frequently

asked questions

My order

How do I cancel my order?


You have a legal right, under the Consumer Contracts Regulations 2013, to change your mind and cancel your order within 14 days, without giving any reason. You must inform me of your decision to cancel before the 14 days has expired. You must return the complete order to me without undue delay. Once received and checked, a full refund will be issued including original postage costs. You will have to bear the cost of returning the items. For more information please read my Terms & Conditions.




I have not received my order?


During this pandemic, couriers are doing their very best to get packages to their recipients on time. Although I have not been alerted to any late deliveries up to now, and all orders have been delivered without any problems, there may still be instances where your package may be delayed due to the current uncertain situation. Please be patient as this is out of my control. Contact me if you have not received your order within a reasonable time frame. Royal Mail will normally state to wait 10 working days from your estimated delivery date before assuming your package is lost. Please keep this in mind before contacting me.




What if my order is received damaged?


If you receive your order damaged, please contact me at the earliest convenience and if possible, please provide some photos of the damage.





Products

Are your candles and wax melts natural?


Yes. My candles are made of 100% natural soy wax and pure essential oils. No synthetics, no added chemicals, fragrance oils or dyes. The Soy wax used in my products is GMO free. This has been tested using the PCR test method (the industry standard used to verify non-GMO claims). My essential oils are also non-GMO.




What's the difference between essential oils and fragrance oils?


Essential Oils are 100% pure plant essences that are taken straight from the plant through steam distillation, solvent extraction or expression. Learn more. Fragrance oils are synthetic fragrances that are created in a laboratory to mimic many scents like Candy Apple, Strawberries and Cream, Chocolate, etc. These oils are made up of chemical compounds that do not exist in nature.




Whats the difference between Soy wax and Paraffin wax?


Soy wax is a vegetable wax derived from soy bean oil which is a more eco-friendly wax. Paraffin wax is a petroleum based wax derived from crude oil, which is a type of fossil fuel.




Do you offer a gift wrapping service?


All of my candles and candle gift sets are already presented in beautiful branded gift boxes and wrapped in hand dyed silk ribbon ready to gift to that special person. I also offer a Personalised Gift Message Service for an extra fee where I will handwrite your personal message in one of our beautiful 8x8cm gift cards.




Are your all of your products Vegan friendly?


Yes. I source product ingredients from reputable suppliers that have confirmed and certified to me, that their products are cruelty free, Vegan friendly and GMO free.





Payment

How do I use your Gift Cards?


Each gift card sent out will have a unique 6 digit numeric code written on the back of the card. This code will act as a discount code giving you a discount for the amount stated on the card. All cards must be redeemed within 12 months from the date of purchase. The expiry date will be written on the back of the card. *Please note: The full amount stated on the card must be redeemed in one transaction. Any remaining amount will be lost and cannot be redeemed.




How do I use my discount code?


If you have a discount code to use through the website, simply click on add discount code, at checkout, enter it into the box and click apply.




Do you do promotional or discount codes?


Subscribe to my mailing list to hear about Sales, Offers and much more! As a thank you for subscribing, receive a 15% discount code to use with your next order.




What forms of payment do you accept?


We accept the following payment methods:

  • PayPal
  • All major credit or debit cards (Visa, Mastercard, Maestro, AMEX)





Delivery, returns & exchanges

How do I make a return?


If for any reason you are not entirely happy with your order, or you have changed your mind please contact me to let me know. Please return your products in their original, unused/sealed condition and original packaging within 14 days of delivery. If items are not returned in this state you are responsible for any loss in value. Any refunds or exchanges will be processed once I have received and checked your item. The refund will include the outward shipping. However, the cost of return shipping will not be refunded unless the item was sent to you in error. This does not affect your rights to return faulty items. Return address: Lib's Aromatherapy The Firs Priest Acre Fyfield Marlborough Wiltshire SN8 1QB




How to return a faulty electrical item?


If your item develops a fault within 30 days of purchase, please contact me. A returns label will then be emailed to you, which you will need to attach to the front of the package (you will need a printer). Please then return with original packing slip as proof of purchase for a replacement, or if preferred, a full refund. If returning after 30 days then only a replacement can be offered.




How long will my order take to get to me?


Orders are normally dispatched the same day if placed before 12pm or next day if placed after 12pm. 2nd Class: 2 - 3 days from dispatch 1st Class: 1 - 2 days from dispatch *Please note: During this pandemic, couriers are doing their very best to get orders to their recipients on time. Although I have not been alerted to any late deliveries up to now, and all orders have been delivered without any problems, there may still be instances where your package may be delayed due to the current uncertain situation. Please be patient as this is out of my control.




How do I get free shipping?


You will receive free Standard 2nd Class Shipping on all orders over £50.




Do you ship Internationally?


Appologies, but at the moment I do not ship internationally.




Do you accept returns or exchanges?


Yes I do accept returns and exchanges. For more information, see the question below or read our Terms & Conditions.




What shipping couriers do you use?


The couriers used are Royal Mail and DHL Express.





Contacting us

How do I contact you?


I am always here to answer any questions you may have. Simply fill in the online contact form or send me a direct email.




Do you have a physical shop?


No, I do not currently have a physical shop. Maybe in the future :)




How can I make a complaint?


If you would like to make a complaint or are not entirely happy with your shopping journey with me, please email me directly.





Candle care & Common issues

Why is there white frosting on my candle?


Frosting is a natural and unique effect of soy wax. This is where the wax tries to return to it's natural form and begins to crystalise. This does not affect the performance of a candle in any way. It is also a good indicator that your candle is 100% natural.




Why is my candle sweating?


Sweating can be a result of extreme temperature changes. Soy wax is sensitive to changes in temperature, causing natural oils to seperate from the wax, leaving tiny beads of oil on your candle. Again this has no affect on the quality or performance of your candle. Simply wipe the excess off with a tissue. To avoid sweating, keep your candle away from direct sunlight or in a room with extreme temperature changes.




Why are there wet patches around the sides of my candle?


Have you ever noticed wet looking patches between the wax and the glass? These are what we call wet spots and again, is due to temperature change. When your candle wax cools quickly, it will contract, which causes it to pull away from the glass container. This is merely cosmetic and unavoidable and can happen to any candle, any time, even on it's journey from me to you as it passes throught the postal system. This again, has absolutly no affect on the performance of your candle.




Why does my candle keep going out?


If you find your candle keeps extinguishing itself, check that the wick isn't too short. You should always trim your candle wick to 5mm before each burn but no shorter. Any shorter and you run the risk of not being able to even light it. If this happens, don't dispair! Simply dig out a trench of wax around the wick, so exposing a little more of the wick below the level of the wax. This will then enable you to relight the candle..





more from the 'gram

about

Lib's Aromatherapy offers a wide range of beautiful home fragrance products containing only 100% natural and pure ingredients.

I love to see people enjoying my products so please share your photos or videos with me on Instagram and Facebook by tagging @libsaromatherapy.

Follow us

  • Facebook
  • Instagram
  • Pinterest

All major credit & debit cards accepted.

 © 2020 Lib's Aromatherapy

Wiltshire, United Kingdom | contact@libsaromatherapy.co.uk

Business Directory Listed in Citations Booster