At Glass & Wick, we always aim to provide you with your beautiful, hand poured products as quickly as possible. We pride ourselves on our customer service as well as the quality of our products.
In the unlikely event that an issue arrises, we aim to resolve them as quickly and effectively as possible; our customers are hugely important to us.
Every scented product is handmade and poured in-house, therefore a period of 5-7 working days is required prior to your order being shipped. Where possible, your order may be fulfilled sooner than this advised period.
Cancellation of Order:
We are unfortunately unable to cancel your order once it has been dispatched. Should you wish to cancel your order, please email email@example.com. If you have ordered an imperfect, ex-display or clearance product, these items are non-refundable unless they have arrived broken.
All UK orders are sent via your selected shipping option at checkout. All services are representative of the 'aim for' time that the carrier will deliver your parcel and is not a guarantee. Our fulfilment time advertised throughout our website will always apply due to each scented item being hand poured by our small team. International orders are sent using the most cost effective tracked service and EXCLUDE taxes and duties. Taxes and duties must be paid in the country of arrival and by the Purchaser. For UK orders, Royal Mail 'aims for' a door to door service within 72 hours, excluding Sundays, however please do note this is only an aim for time and approximately 3-5% of shipments can take longer.
Whereas we do not offer a step-by-step tracked service, all orders are scanned to confirm their collection from our premises and to confirm a successful delivery or an attempted delivery - this includes a satellite map image highlighting where the parcel has arrived to. If your order is missing, we can quickly launch an investigation into its whereabouts.
Where your parcel is showing as delivered but a claim is being made that it is missing, we require a denial of receipt form to be completed. If this is the first instance that this has happened, upon completion of this form a replacement parcel will be sent during which time we can investigate this internally. Where this has occurred multiple times, a period of 10 working days is required to investigate this further, prior to another parcel/refund being processed.
In order to conclude a parcel has been lost, a period of 7 working days from the shipped date must expire (or 5 days when using Royal Mail 1st class or DPD Next Day. In this event, please contact firstname.lastname@example.org and a member of our team will begin an investigation into its whereabouts.
Returns (Excluding wax melts which are perishable items and earrings due to hygiene reasons)
In the unlikely event that you are unhappy with a product you've received, we will be happy to refund the cost of that item, so long as the below measures are followed:
The item/s you wish to return must be:
- Received within the last 28 days
- Unopened and unused
- Remain in their original packaging and in perfect condition
- Arrive safely back to us, without damage
If one or more of the above criteria is not met, we will be unable to process a refund.
Please note, we can not cover the cost of any return shipping charges, unless the item you received was damaged, faulty or incorrect. It is at the buyers discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund.
The total value of the item/s returned to us will be refunded to the same account payment was made from, upon the item/s being returned safely to us. The refunded amount will show in your account within 7 working days, though typically this happens sooner.
Once the shipment is processed, we rely on Royal Mail to safely deliver your parcel. In the event that your parcel has arrived damaged, it will be replaced immediately, providing a photo of each damaged item is sent to email@example.com, as soon as it is discovered.
If any item is out of stock, a full refund to the value of the broken item will be provided.
Damaged or Defective Item/s
All of our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchasing. Occasionally, damaged items can be missed at the time of dispatch and as such, a replacement will be provided, as long as you are able to provide photo evidence of said damage. If it appears the product has been dropped or misused since safely arriving to you, we reserve the right not to process a refund.
In rare instances whereby a product has become faulty during use, it is essential that you have followed the care guide provided within your order. When resolving any issues relating to faults during use, we will require photographic evidence and may require further information to ensure a resolution is met. If the product has been misused and/or the relevant care card hasn't been followed, we are unable to provide a refund or replacement.
Non-refundable and Perishable Item/s
Unfortunately, our wax melts and jewellery items are non-refundable, unless they arrive damaged or faulty.
All of our fragranced wax products contain natural wax, derived from plants and vegetables. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes) or frosting/colour changes (a natural occurrence in Soy wax). None of the aforementioned surface imperfections will negatively effect the performance of the product and therefore are not criteria fitting of damage or faults.
Please ensure you follow all of the product usage guidance provided within your order, to achieve the best performance from your products.
We adhere to the Consumer Rights Act 2015. All Rights Reserved.
To get in touch and to ask any questions, please see our Contact Us page.