FAQ's

Contents: 
1-1.5: Existing Orders
2-2.2: Product Queries 
3-3.3 Subscription Boxes

 

1. Existing Orders

1.0 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 7 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 I have ordered a subscription box, along with some other items. When will I receive the other items? *Please note subscription boxes for January will be dispatched on the 7th of January. 

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 7 working day turnaround.

1.2 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. 

1.3: 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, 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 and a refund is not able to be provided. 

1.4. 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. 

1.5. I've missed the 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. 

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? 

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

3.0 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. 

3.1 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. 

3.2. 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.

3.3 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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