1-1.8: Existing Orders
2-2.3: Product Queries 
3-3.4 Subscription Boxes


1. Existing Orders

1.1 I've recently made 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 further shipping information will follow (please check your Spam box). We use a standard shipping, tracked service so you can keep an eye on the progress of your shipment during transit.

Shipment typically takes 3-5 working days, but can occasionally be quicker! 

1.1. My order hasn't yet arrived/My order is taking longer to get here than I thought

Anticipating the 3-5 working days have been allowed for us to hand pour your items, the following applies; Whilst every effort is made to ensure a speedy delivery, during times where Covid 19 restrictions are in place across the country and also during busier seasonal periods, some delays do occur which are unfortunately out of our hands. The most accurate way of tracking your order is by using your tracking number and looking at the time line available. During the earlier stages of transit, tracking updates can take up to 48 hours. If your tracking timeline does not show an update within 48 hours, we will be happy to assist further. If you can see an update within 48 hours, please allow another 24 hours for a new update to appear. 

1.2 I have ordered a subscription box, along some other items. When will I receive the other items? 

Although subscription boxes can be ordered along with any other items, our subscription service is processed independently on the 1st of each month. Therefore, if you have ordered other items, they will be dealt with within our normal 3-5 working day period and sent separately.  

1.3 My order has arrived but it is damaged/faulty/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 hello@glassandwick.com and we will ensure everything is rectified as quickly as possible. 

1.4: 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. However, occasionally mistakes do happen. 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, we will make every effort to change any information for you, although unfortunately it can not be guaranteed that we will be able to intercept the delivery in time. 

1.5. The courier has attempted delivery twice but I'm not available, can I change my address?

Whilst every effort will be made to assist you in changing delivery information, it is ultimately the customers responsibility to ensure they delivery information they provide will allow them to safely receive the parcel. If the recipient is not able to accept the parcel after 3 attempts, the item/s will be sent back to us. Unfortunately, further shipping charges will apply if the item/s have to be resent.

1.6. I've ordered twice within a short period of time, can you combine my orders? 

Firstly, thank you! If multiple orders have been made on the same day for the same address, we can combine the orders, however you will need to let us know you wish to have this happen. We will naturally refund one of the postage charges once this has been arranged. 

1.7. I've missed the discount code! Can I add this retrospectively? 

If this is your first order, we can add this code retrospectively, so long as you have notified us within 24 hours of placing your order. If you have ordered more than once with us, we will unfortunately not be able to add the code retrospectively; this is because some discount codes are only applicable for one use only and therefore, we rely on our systems to accept or reject applicable codes. If you let us know within 24 hours of ordering, we can process a refund and you can order again using the code available. 

1.8 After entering a discount code, I no longer qualify for free shipping

Our free shipping only applies to orders whereby the combined product value is £30 or more. It is likely that you were a little over the free shipping threshold and your discount code brought you back below the £30. Simply add another product to go back over the free shipping amount. 

2. Product Queries 

 2.1 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. 

2.2. 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. 

2.3 Are your products safe around pets? 

Yes, they absolutely are safe to use with pets in the home; we have a little fur baby ourselves! However, the products should always be kept out of reach from pets and children and should never be ingested. Please always follow the safety advise provided on the individual item packaging. 

3. Subscription Boxes

3.1 I've ordered my subscription box but I haven't received it yet? 

All subscription boxes are dispatched on the 1st of each month. Your first payment will be made the month prior to your first box. 

3.I've paid twice for my subscription box, but I haven't yet received one

This will mean you've likely subscribed around the first few days of the month. Therefore, using the example of subscribing on the 2nd of the month, your first box will be in transit whilst your 2nd payment has been made for the following month's box. 

3.3. Can I cancel my subscription? 

All subscriptions last a minimum of 3 months, payable via direct debit which is set up at the point of checkout. After your third payment, you are free to cancel at any time. Simply let us know in writing and we will confirm the cancellation. Please note any cancellation prior to the 3 month period ending is a breach of the terms and conditions and may result in us being unable to fulfil any future orders you place.

3.4 Can I change something included in the box? 

Unfortunately there aren't any changes that can be made to a subscription box. We carefully hand pick the very best sellers, seasonal favourites and special pre-release scents to keep each month as exciting as possible! 


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