Your orders over the Christmas period

We highly recommend ordering by the 12th of December to maximise the chances of your order arriving in time for Christmas. Whereas orders up until the 14th of December will still be accepted, this leaves less time for delivery when bearing in mind our 5 working day turnaround.

Our store closure is the 14th of December at 22:00 and our office closure will be the 21st of December.

We are currently operating a 5 working day turnaround time. This is the maximum time it takes to hand pour and pack your order, ready to be shipped.

We have upgraded all shipping to Royal Mail 1st Class to give the best possible chance for orders to arrive promptly. Royal Mail 'aim for' a 2 working day delivery time, however due to increased demand during this time of year, Covid-19 and bad weather forecast, this occasionally can take longer.

Firstly, we're really sorry to hear your order hasn't arrived in time for Christmas. All orders have been sent with the Royal Mail 1st class to give the best chance of it arriving in time. Unfortunately, once the parcel is with the courier, the time it takes to arrive is out of our control. Rest assured, it is on its way to you and will arrive as quickly as possible.

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

We will ship any replacement orders on the 29th of December, where possible, after which our normal shipping services will resume from the 4th of January.

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

Please note, any items which are out of stock and therefore can not be resent will be met with a refund or appropriate replacement, in accordance with our returns policy.

Operating Hours During Christmas 2021

Our online store will reopen on the 26th of December to commence our Boxing Day sale. Please note, orders will not begin to be dispatched until the 3rd of January, due to our courier's operating hours.

Contacting Glass & Wick Over Christmas

Our team will be here to help as much as possible throughout the festive period. We are only a small team and do require a little rest! As such, we will be taking a short break between the 21st of December through to the 28th of December, as well as any Bank Holidays. We will continue to monitor any urgent emails, which includes any missing or damaged parcels.

During the festive period, please always email hello@glassandwick.com for any queries. Whereas we do have an office number, we can not always guarantee to have someone present in the office after the 17th of December.

Unfortunately, any order enquiries via our social media channels will be politely asked to email, so that accurate records can be kept and any issues are dealt with promptly.

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.

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 and 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.

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.

As with all smells, be that your favourite perfume or hand soap, it's not uncommon to become used to a certain fragrance. Try changing the room the candle is being used in, or changing the position of the candle within that room. You'll notice as you get up or down out of a chair, or leave and re-enter the room that the scent becomes more prominent again. For these reasons, we also recommend having a variety of Glass & Wick products to continually experience new fragrances, and of course, thoroughly enjoy returning to your old favourites.

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.