Frequently asked questions
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.
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.
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.
Are your candles and wax melts natural?
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.
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.
Do you offer a gift wrapping service?
Are your all of your products Vegan friendly?
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.
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:
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.
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.
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.
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.
How do I contact you?
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 its 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 separate 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.
Why are there wet patches around the sides of my candle?
Have you ever noticed wet looking patches between the wax and the glass?
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.