Existing Orders

We are currently operating with a 2-5 working day turnaround. As soon as we have packed your order, you will receive an email notification.

We use Royal Mail's 2nd Class service, using end to end tracking. This means that we have confirmation of collection and a GPS confirmation of delivery. This service advises an 'aim for' delivery time of 3 working days. In rare instances, deliveries can take up to 7 working days. If your parcel hasn't arrived within 7 working days, please email hello@glassandwick.com and one of our team will assist promptly.

Firstly, please accept our apologies for any errors made. In short, we will ensure any errors are amended as quickly as possible.

Please email hello@glassandwick.com to notify us as soon as possible, including any photos where applicable.

Once reviewed, we will ship the order again using Royal Mail 1st class.

Please note, any items which are out of stock and therefore can not be re-sent will be reimbursed by way of a refund or appropriate replacement, in accordance with our returns policy.

Our team are here to help as much as possible and endeavour to reply to all enquiries within 2 working days. For enquiries which require an urgent response, please call our office number on 0115 8500998.

Managing Your Customer Account & Subscriptions

Whether you're subscribed to our mailing list or have a wax melt subscription box

you'll still need to activate your account so that you can manage your customer information.

To do this, simply click the icon of a person at the top right of the page, where you'll be able to create an account.

If you're an existing customer, we recommend creating an account using the email address you've purchased under before. This means that your new account will reconcile all of your previous orders and customer information.

If you haven't received this notifcation email, firstly please check that you have entered the correct email address; if the email address is correct, please check your junk folder.

If you still can't find the email, please let us know by emailing hello@glassandwick.com and we will help ensure this arrives with you promptly.

Wax Melt Subscription Box

All subscription boxes are dispatched on the 20th of the month, or the following working day where applicable. This means that your box should arrive with you around 3 working days after it was dispatched.

If the date is after the 20th of the month, please refer to your dispatch notification email which outlines what to do if you have still not received your box.

This will only apply to customers who have subscribed shortly after the cut-off date of the 19th of the month.

To give an example, if you have subscribed on the 21st of the month, you will have likely been charged again, prior to receiving your first box. The reason for this is because your first box will have been dispatched on the 20th of the month and take a few days to get to you. During this time, your second payment will have come out for the following month's box.

Rest assured, you have not been charged twice for the same product.

As per the wax melt subscription box product description, all subscriptions must be ordered seperately to any other items. This is because you're entitled to free shipping with each month's box, whereas for the other items, normal shipping charges apply.

Furthermore, all of our subscription boxes are dispatched as part of a seperate operation, meaning your subscription box purchase will be handled seperately and therefore, additonal products can not be added as we will not see the additional items ordered.

Rest assured, you will not miss out on the products you have purchased, only that we will need to send these seperately to you and apply our normal shipping charge (where applicable).

If you have ordered other products under the same order as your wax melt subscription box, please contact us at hello@glassandwick.com, stating your order number, so that we can arrange shipment.

After your first 2 payments, you can cancel your subscription box at any time. Please email hello@glassandwick.com, stating your order number, so that we can ensure no further payments are taken. Of course, thank you so much for subscribing and we hope you enjoyed your recent deliveries.

Product Guidance

All of our hand poured items are rigorously tested to ensure maximum performance. To ensure you experience the product as intended, we've answered some questions below to assist:

Candles

All of our candles must be used correctly to ensure the desired effect - I.e - Scent throw, durability and safe usage. Failure to follow the below guidance may result in the product not performing appropriately. All candles are poured in-house as large batches to our exacting standards and packaged with a candle care guide which must be followed.

To achieve the intended scent throw, the candle must be burned for approximately 4 hours, each burn. This will ensure a full melt pool is achieved (wax melted all the way to the edges). As the burn time gets longer, the scent throw will increase to its fullest. Ensure the entire burn time has been achieved before concluding the scent is less than expected.

In larger rooms, there is naturally a bigger space to fill with fragrance. In instances whereby the space your candle is being used in is larger than average, you may wish to use two of the same candles at the same time.

Please be advised that scent is subjective and fragrances are perceived differently from person to person. Our team at Glass & Wick all have different preferences to scent and opinions on certain strengths. Whereas all of our candles are designed to provide a pleasant and noticeable scent throw, the exact strength of the scent can differ, therefore no two fragrances will necessarily achieve exactly the same scent throw.

It is essential that the candle is burned for approximately 4 hours each burn, otherwise the candle will tunnel. Please be advised that tunnelling is quite literal, whereby a substantial amount of wax remains around the edges. In contrast, a small amount of wax on the edges, particularly during the first few burns is known as 'hang up'. As long as the candle care guide is being followed throughout the life of the candle, this hang up should dissipate as the candle burns lower down the vessel.

Reed Diffusers

Our Reed Diffusers are designed to continually and gently emit fragrance into a space. The best places to enjoy a reed diffuser are areas that experience frequent traffic and good air circulation, such as an entrance porch/hall, a landing or entrance to a frequently used room.

As mentioned above, placing your Reed Diffuser in an area that experiences good air circulation and high volumes of traffic, is best. When the reeds are disturbed by breezes, from people passing by, or doors and windows being opened, the scent will be best emitted into the space.


If you're starting to experience less of a scent throw over time, try changing the placement of the diffuser. This can be over to a different side of the room or higher or lower on a shelf, for example. As you integrate Reed Diffusers throughout your home, simple trial and error will allow you to find the best places to experience our diffusers.

Our black fibre reeds are specifically designed not to clog as quickly as other types. That being said, it is advised to flip the reeds every few weeks to maximise performance; once flipped, they should be left to begin emitting the fragrance again.

It is essential that you do not continually flip the reeds.

There are two possible reasons for this to occur. Either the placement of your diffuser is not a high traffic area or one with good air flow, meaning the scent isn't being emitted through the air. Alternatively, this may occur after 12-16 weeks of use, whereby your reeds have picked up general household dust and need replacing. We have replacement reeds on our website which will give your diffuser a new lease of life.