1. Existing Orders
1.0 I've recently placed an order, when will it be dispatched?
All of our scented products are poured individually by hand. As stated prior to checking out and within your order confirmation email, we kindly ask for a period of 3-5 working days (beginning the next working day after your order is placed), to allow us to make your order and prepare it for dispatch.
You will be notified via email as soon as your order has been fulfilled and is on its way (please check your Spam box). Due to Covid 19, delays are fairly common, so we are unable to help unless 6 working days for your parcel to be received has been allowed.
1.1 My order has arrived but it is damaged, faulty or incorrect
If your order has arrived damaged or faulty, please refer to our Shipping & Returns page via the menu of our website. If your order is incorrect, please ensure you have raised this issue with us via email@example.com and we will ensure everything is rectified as quickly as possible.
1.2: I've made a mistake and entered incorrect information when ordering
We have carefully structured our website to provide customers with multiple opportunities to check their order before making payment and a reminder to check this is also present in your order confirmation email. In the instance whereby a shipping address needs changing, it is essential for you to let us know within 24 hours of placing your order. If this time has lapsed, or in circumstances where your order has already been dispatched, it can not be guaranteed that we will be able to intercept the delivery in time and a refund is not able to be provided.
1.3. I've ordered twice within a short period of time, can you combine my orders?
Unfortunately, due to the volume of orders we receive, we are unable to combine orders.
1.4. I've missed a discount code! Can I add this retrospectively?
Unfortunately, we can not add discount codes retrospectively. In order to benefit, your order will need to be refunded and a new order made. Please note that we approach all orders in chronological order and this will result in the working turnaround time frame restarting. If your order has already been dispatched, it is not possible for us to provide a cancellation/refund.
2. Product Queries
2.0 What are your products made from?
All of our products are thoroughly tested until they meet our high standards! Our candles and wax melts are made using 100% natural, plant based waxes and fragranced with the most luxurious fragrance oils on the market.
2.1. Are your products vegan friendly?
The product ingredients we use are all vegan friendly, however we are not able to confirm whether various elements to our packaging are, such as the label glue etc.
2.2 Are your products safe around pets?
Our products are proudly untested on animals. Pet safety is incredibly important to us; we have a dog ourselves! Much like humans, animals can respond differently to fragranced products. If you have not used our products before around your pets, we recommend allowing a way for your pet to leave the room when fragranced products are in use, just in case! If in doubt, please consult your veterinarian. Products should always be kept out of reach from pets and children and should never be ingested. Please always follow the safety advice provided on the individual item packaging.