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 by us, so we ask all of our customers to allow for 3-5 working days for their product to be made. It may be that the product you've ordered has recently been made, so in some instances we are able to ship your order the very next day! After this, standard shipping times apply.
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, following the item being returned to us. Please note we must receive the item back in perfect condition. Please note, we can not cover the cost of any return shipping charges, unless the item you received was damaged or faulty.
Any items shipped to you are wrapped carefully and well protected. However, occasionally items can become damaged or get lost during shipping which is unfortunately out of our hands.
In the event that an item arrives to you damaged, we will send a new replacement out to you as soon as physically possible. If the item is out of stock, a refund will be provided.
If your item/s has not arrived after 12 working days from the shipped date, we will assist with locating this item. If this is to no avail, a new item will be sent to you.
To get in touch, please see our Contact Us page.