You're more than welcome to add a gift note at checkout for our dispatch team to write, if you wish. Other than handwritten notes, we kindly ask that your request/query is emailed to us on hello@glassandwick.com. 

This way, we can ensure it gets to our customer service team, who can assist. Our dispatch team are not able to respond to queries sent via the notes section.

Please note, any notes added to your order are not seen until the point of dispatch, therefore any requests of an urgent nature should also be emailed to us.

Due to the nature of the shipping process, our team are unable to view any notes added to subscription boxes or 24 hours of scent orders.

All discount codes are subject to specific terms and conditions. We reserve the right to withdraw any discount code and/or cancel any order if its use is not compliant with the terms and conditions of the offer. Only one discount code can be entered at checkout. 

If you've made an error with your existing order, we may still be able to assist, as long as it hasn't yet been dispatched. To give us the best chance of assisting, please email hello@glassandwick.com as soon as possible. 

By contacting us, we will be able to change your shipping address, add/remove products or cancel/refund your order. 

Order Fulfilment Time:

Please refer to our website banner for the most up to date fulfillment times. Your order will be dispatched within this time frame.

For order-specific timelines, please refer to your order confirmation email sent at the time of purchase.

Shipping Times:

All orders are shipped via Royal Mail, with a choice of 1st Class or 2nd Class delivery at checkout.*

Royal Mail aims to deliver:

• 1st Class: 24–48 hours
• 2nd Class: 48–72 hours

Please note these are estimated delivery timeframes and, on rare occasions, delays may occur outside of our control.

*If an order exceeds a certain weight or value, an alternative courier may be used.

All orders are shipped with Royal Mail; you can select to have your order shipped with 1st or 2nd class services. Please be advised that this does not reduce the order fulfilment time.

Rest assured, our team are always here to help.

Delays and lost parcels are rare, however on occasion they can occur. If your order has not arrived, we’re here to assist in locating it.

After 7 working days from the date of dispatch, we’re able to investigate further and assist with next steps. Unfortunately, we’re unable to replace missing items until this timeframe has passed.

Firstly, please accept our apologies for any items received in error. 

Missing items:

Please let us know of the items that are missing from your order. All shipments are booked in with the exact weight, so we are able to quickly confirm an item is missing and arrange these to be shipped to your promptly. 

Items Received in Error:

In this instance, please take a photo of the items you've received in error. We will then be able to assist further and arrange the correct item to be sent promptly, if applicable. 

If you have ordered additional items alongside your subscription box, your full order will be dispatched together when your subscription box is due to be sent (20th or next working day where applicable).

If you would prefer to receive other items sooner, please place a separate order so they can be dispatched in line with our usual fulfilment times.

If your order has already been placed, please email us and we may be able to split your shipment for you.

All subscription boxes are dispatched on the 20th of the month or next working day where applicable, via Royal Mail's second class service.

The cut-off date for subscription payments is the 19th of the month. Therefore, if you have ordered on the 20th of March, your first box will be dispatched on the 20th of April, to give an example.

All subscription boxes are dispatched on the 20th of the month (or following working day whereby the 20th falls on a weekend or bank holiday). 

98% of subscription boxes arrive within 3 working days of dispatch. If your box hasn't arrived within 7 working days since shipment, please contact us so a member of the team can assist. 

Changing your payment method is as simple as logging in to your account and clicking 'edit' or 'add payment method' under the 'payment methods' tab.

When on the log in page of our website, click 'manage your subscription' and you'll be asked to enter your email address to receive a secure log in code.

You are welcome to email our team at hello@glassandwick.com to check that this has been changed, quoting the last 4 digits of your card number for us to cross reference. 

All subscriptions are charged once per month, on or very close to the same date you initially subscribed.

If you subscribed around the 20th of the month, it is likely that your first box will be in transit during the same time your second payment is taken. The second payment is for the following month's box. 

Rest assured, you have not been charged twice for the same box. If you wish to change your payment date, please contact us so we can change the date to one that suits you best. 

To log in to your subscription account, visit our log in page and click 'click to manage your subscription'. You'll then be asked to enter your email address for a secure log in code.

Any declined payment is attempted 2 further times, afterwhich our system automatically cancels your subscription. This means that if your payment was declined once, our system will automatically try again later that day.

There are several common reasons why your payment was declined:

- Insufficient funds

- A change of billing address

- A new card issued

- Your bank's security measures have changed

In the case of insufficient funds, you can top up your balance ready for the next charge later that day. Once successfully charged, you'll receive an order confirmation email.

In the instance whereby your billing details have changed, you will need to log in to your customer account (see 'Managing Your Customer Account' above if not activated). Once logged in, you can ammend your billing details. Please note, once successful your next charge will be scheduled for 30 days time, therefore should you wish to be included in this month’s box, please email hello@glassandwick.com

If you're stuggling to make any amendments, you are able to email us with any address changes, however for new card payment details, please do not detail this private information to us via email, as we can not guarantee the security of this sensitive information.

If none of the above apply, it is likely your bank's security measures have changed. Depending on with whom you bank with, you may be able to manage these security measures in your banking app, however it may be that you need to call the bank to ask why this payment has been denied.

You can update your customer information at any time via your account. If you amend your delivery address, please also email hello@glassandwick.com so we can ensure this has been updated correctly before your next dispatch.

Subscriptions can be cancelled directly through your account, or by emailing us and we’ll arrange this for you.

Cancelling your subscription ends the billing agreement and prevents any future charges. It does not cancel or reverse any orders that have already been placed, and any outstanding boxes will still be dispatched as normal.

If you would like to request a cancellation and refund for an order that has already been paid for, please contact us at hello@glassandwick.com as soon as possible. We will do our best to remove the order from our system before dispatch and issue a refund.

Once an order has been dispatched, we’re unable to process a cancellation or refund.

Unfortunately, due to the nature of the subscription service, we are unable to cater to scent preferences and, unless faulty, can not swap any scents. We hope in this instance that you are able to gift these to a friend or family-member for them to enjoy instead. 

The subscription service is designed for customers to enjoy experiencing a variety of different scent profiles, whilst making a small saving each month, as well as enjoying multiple exclusive perks throughout the year. Whilst we would love you to be one of our monthly subscribers, if you consider yourself to be well accustomed to which type of scent profiles you like and dislike, you may find that ordering specific scents, rather than subscribing, is more appropriate for you.

Due to the nature of the shipping process, our team are unable to view any notes added to subscription boxes or 24 hours of scent orders.

Please therefore email hello@glassandwick.com with any queries you may have.

To create a customer account, click the little person icon located at the top right of our homepage (or click 'log in' via the website menu when on a mobile device). You'll need to create a password and authenticate this via email. 

Top Tip: If you've already ordered from us, we recommending creating your account using the same email address, as this will reconcile your order history. 

You can only earn loyalty points once you've created a customer account. 

Afterwards, you just need to place an order using the email address your account is set up under and you'll begin earning points based on your order totals.

The loyalty points dashboard can be found via a button that hovers on our homepage. An icon is displayed on this button, showing a shopping bag and a love heart. Once you're logged in, this dashboard will show tailored information according to your shopping history. Information displayed here will include your points balance, how to earn points and how to redeem them. 

Top Tip: If your points balance isn't showing, and the other information isn't tailored to you, then it's likely you're not logged in.  

Please note that loyalty points can not be added retrospectively based on historic orders, therefore please create an account as soon as possible if you wish to begin earning points. 

All loyalty points can be exchanged for discount codes, valued to the nearest £1 (100 points). For example, if you have 595 points, you can exchange these for a discount code to the value of £5. 

To redeem your points, you must first log in and then click the loyalty button hovering on the bottom right of our homepage. Scroll down within this dashboard and follow the instructions.

You’ll experience a warm welcome to our Nottingham showroom, with calming music, a glass of bubbles (or perhaps a cup of tea?)  and a comfortable seat under our beautiful floral installation. 

Your workshop host will take you through your ‘scent menu’, where you’ll immerse your senses in an array of Glass & Wick scents, all whilst broadening your knowledge of different scent profiles as well as lead, heart and base notes. 

Once you’ve chosen a scent you love, you’ll follow Glass & Wick’s tried and tested methods and recipes to make your very own candle. 

You’ll be guided through the entire process by your candle-making expert, to ensure your finished candle is as perfect as if you bought it straight from our shop. We’ll share hints and tips along the way, as well as our in-depth candle care knowledge.

At the end of your relaxing candle making experience, you’ll be more than welcome to peruse a curated collection of Glass & Wick products, taking advantage of an exclusive 10% ‘on-the-day’ discount.

Our candle making experiences last between approximately 1 hour 30 minutes and 2 hours.

Your host will also be available for a period of approximately twenty minutes at the end of your experience, to provide the opportunity for you to peruse a curated collection of Glass & Wick products, so that you can take advantage of your exclusive 10% discount code.

This is of course completely optional and you're welcome to leave as soon as your experience is finished.

Our workshops will begin promptly at the advertised time. Please therefore arrive no earlier than fifteen minutes before this time and no later than five minutes before the session is due to start. This allows time for your host to welcome you with a drink, allow you to settle in and ensure a relaxed environment. Of course, sometimes these things can't be helped! If you’re running late for any reason, please contact us by telephone on 0115 850 0998.

You're more than welcome to dress as you wish, however we advise wearing comfortable clothing. We also advise against wearing tops with dangling sleeves as your sleeves my impede your ability to safely and accurately mix and pour. 

Spillages may result in stained clothing, therefore please bear this in mind. An apron will be provided.

Each candle requires a minimum of 24 hours to cure. Your candle will then go through a final heating process to ensure a beautifully smooth top, ready for enjoying at home! This is also when the wick will be trimmed, the vessel polished for a final time and the label applied - each step professionally carried out to ensure you receive a truly special end product.

The final step to making your candle will be assembling your candle box and signing it off as your own, ready to receive it just a few days later.

If you're local, you're most welcome to come and collect your candle/s up to 3 working days later (collection time arranged at the end of the experience).

Our Address: 

Glass & Wick, 1st Floor, Arnold Business Centre, Brookfield Road, Arnold, Nottingham, NG5 7ER.Directions: 

We're situated in the industrial estate on Brookfield Road. As you approach, you'll see a big yellow sign reading 'Biz Space', as well as a warehouse named 'Austin's Carpets'. Make a turn into the cul-de-sac, driving half way up the road (with Austin's Carpets to your left). 

There are two car parks available to you. A large over-flow carpark on the left and a smaller carpark straight ahead. 

If parking in the over-flow carpark, you'll need to walk over to the lift, situated in the top right corner (opposite Phillip Watts Design). Press the button and select floor 1.

If you're coming from the other side of the building, proceed to the main reception and walk straight through to the lift (through the double doors). Press the button and select floor 1.

If you get lost, you can give us a call on 0115 8500998.

Access to our 1st floor studio can be gained via stairs or lift. There is also a wheelchair ramp leading up to the lift.

If you have any concerns regarding mobility, please do speak to us prior to the experience so we can advise accordingly. 

Please be advised that by purchasing a ticket for any candle making experience, your space will be reserved for you and made unavailable for others to purchase. Therefore, all tickets purchased are unfortunately non-refundable and non-transferrable.

If you are unable to attend and wish to gift your space to someone else, you must let us know the name and contact details of that person no later than 72 hours prior to the experience taking place. 

These terms apply to all cancellations, regardless of their nature.

Thank you for your understanding. 

All participants must be over the age of 14. Any child under the age of 18 must be accompanied by a parent/guardian whom has also purchased a ticket for this experience. A maximum of 2 children per adult are able to attend, so that they have the appropriate supervision at all times.

This is intended to be a recreational activity. Glass & Wick do not intend for this experience to be transferrable to running a candle business. Furthermore, trade secrets and/or information we deem sensitive to our operation will not be shared. 

Our workshops are perfect for special occasions. However, to ensure the enjoyment for all participants, please be advised that any non-private workshops will be a fun, calm and relaxing atmosphere. If you’re intending to attend a workshop in celebration of a hen do, birthday party or something similar which will likely effect the dynamic/noise/atmosphere of the workshop for others, a private booking must be made. 

We can offer private bookings for smaller groups than 6 participants, however the minimum fee of £330 will still be applicable. Please complete our private group booking form to arrange this.

We'll certainly do our best! To book us to travel to your home/venue to host a candle making experience, please complete our private group booking form and we will do our best to accommodate. Please note, extra fees will be incurred to enable us to travel to you. Depending on the suitability of your requested venue/location, we may not be able to accommodate your request.

For larger bookings, please complete our private group booking form and we will see what we can do!

Sorry, our workshops are in-person only at this moment in time.

Unless expressed otherwise to us via email, we assume that you do not possess any allergies which may affect your ability to participate in this candle making experience. Should you have any concerns regarding any allergens, or have any special requests regarding your candle making experience, please email experiences@glassandwick.com

Each soy wax melt is designed to provide approximately 12 hours of fragrance. As it reaches the end of its lifespan, you may notice the scent gradually softening, which indicates it’s time to replace it.

The performance of your wax melt is influenced by how it is heated.

For best performance, we recommend using a standard 4-hour tealight with a burner between approximately 10–13cm in height. This allows the wax to warm evenly, helping you enjoy the full fragrance time.

As a general rule, electric burners provide a more consistent and subtle scent throw, while tealight burners tend to produce a stronger, more immediate fragrance.

If the wax is heated too intensely, the fragrance will burn off more quickly. This can result in a strong scent initially, followed by a shorter overall burn time and, in some cases, an overheated wax smell. This is often caused by using larger tealights (such as 8-hour or deep 4-hour tealights) or burners that are too shallow (less than approximately 9cm in height).

If you find the scent of your wax melt isn’t as strong when burning (known as the hot throw), it’s likely that the wax isn’t being heated enough to fully release the fragrance.

This can be caused by a few common factors:

Electric burner

Electric burners with a lower wattage (typically below ~28W) may not generate enough heat to effectively release the fragrance, resulting in a more subtle scent throw.

Tealight performance

Occasionally, tealights can vary in quality, even within the same brand. We recommend trying a fresh tealight first. If the issue continues, it may be worth testing a different pack.

Burner height

If your burner is too tall, the distance between the tealight and the dish may be too great to properly heat the wax. Ideally, burners should be around 10–12cm in height. If you have an alternative burner, this can help identify whether this is the cause.

Mixing old and new wax

To achieve the best scent throw, we recommend fully removing used wax before adding a new melt. Adding fresh wax on top of previously burned wax can dilute the fragrance and reduce performance.

A small amount of trial and error will usually help pinpoint the issue and achieve the best performance from your wax melts.

If you find the fragrance a little too intense, this can be adjusted easily.

We recommend using half a wax melt at a time to create a softer, more subtle scent throw, while still enjoying the full fragrance experience.

You may also find that using an electric burner provides a more consistent, gentle scent compared to a tealight burner.

For a lighter fragrance overall, try using your wax melts in a larger, well-ventilated space.

Alternatively, our candles and diffusers offer a more subtle, ambient scent throw for those who prefer a softer fragrance in the home.

Our wax melts are made from vegan-friendly and cruelty-free ingredients.

Yes, we’re proud to say our wax melts have never been packaged in plastic.

While this does make our manufacturing process more labour intensive, it’s a conscious choice we’re always happy to make.

Our wax melts arrive in FSC-certified boxes, ensuring all packaging is responsibly sourced as well as beautifully presented.

Due to the way fragrance is released, wax melts will typically provide a stronger and more immediate scent throw.

Wax melts are designed to heat fragrance oils directly, allowing them to disperse quickly throughout a space. In contrast, candles release fragrance more gradually as the wax is drawn up through the wick and warmed over time.

Candles are perfect for creating a beautiful ambience with a consistent, softly diffused fragrance that builds as they burn, making them ideal for smaller to medium-sized spaces and more relaxed settings.

For especially large or open-plan spaces, we recommend using two candles, or opting for one of our larger dual-wick vessels.

As a natural characteristic of vegetable wax, small cracks can occasionally appear, particularly during colder weather. This is simply due to temperature changes the candle may have experienced from pouring to delivery.

Rest assured, this does not affect the quality or performance of your candle in any way and will disappear once the wax is melted during the first burn.

Tunnelling can occur if a candle isn’t burned in line with the recommended guidance, or if it is under-wicked.

Our candles are expertly crafted and rigorously tested to ensure they burn beautifully and evenly throughout, provided the care guidance is followed.

Candles have a “memory”, meaning each burn influences the next. To encourage an even burn, allow the wax to melt fully to the edges of the vessel each time you light it. We recommend burning for 3–4 hours on the first few uses, and up to 4 hours thereafter, until a full melt pool is achieved.

Extinguishing your candle before the wax has reached (or nearly reached) the edges of the vessel is the most common cause of tunnelling.

You’ll find full guidance within the candle care card included in every box.

As your candle burns lower, the melt pool will form more quickly, as heat is retained within the vessel, meaning you may find you can extinguish your candle after as little as 1–2 hours.

Be sure to trim your wick between burns and avoid burning for longer than 4 hours at a time, particularly as your candle reaches the end of its lifespan.

Maintaining the correct wick length helps your candle burn cleanly and evenly. We recommend trimming your wick to approximately 5mm before each burn (this has already been done for you ahead of the first use).

Keeping your wick trimmed prevents the candle from burning too hot or too quickly, helping to avoid excess soot and ensuring a clean, steady flame throughout.

You may also notice a small build-up at the tip of the wick after burning, often referred to as “mushrooming”. This is completely normal, and simply trimming the wick before your next burn will resolve this.

Our wicks are carefully selected to leave a small amount of wax at the base of the vessel. This is intentional, ensuring the candle cannot be burned when there is insufficient wax remaining, helping to prevent the vessel from overheating.