Shipping, Returns & Refunds Policy

 

At Glass & Wick, we always aim to deliver your beautifully hand-poured products as quickly as possible. We take great pride in both the quality of our products and the service we provide.

In the unlikely event that an issue arises, our team is here to resolve this promptly and effectively. Our customers are at the heart of everything we do.

Order Fulfilment:

As each scented product is handmade and poured in-house, please refer to the fulfilment times displayed on our website banner for the most up-to-date dispatch information.

Where possible, orders may be fulfilled sooner than the advised timeframe.

 

Cancelling an order:

If you wish to cancel your order, please email hello@glassandwick.com as soon as possible and we will do our best to intercept it before it is shipped. This also applies to subscription boxes that have already been paid for.

Once an order has been dispatched, we are unable to cancel it.

Shipping Service:

All orders are sent via Royal Mail. Royal Mail 'aims for' a door to door service within 72 hours, or 48 hours when choosing 1st class, excluding Sundays, however please do note this is only an aim for time and approximately 3-5% of shipments can take longer. 

Tracking:

Whereas we do not offer a step-by-step tracked service, all orders are scanned to confirm their collection from our premises and to confirm a successful delivery or an attempted delivery - this includes a satellite map image highlighting where the parcel has arrived to. If your order is missing, we can quickly launch an investigation into its whereabouts.

Where your parcel is showing as delivered but a claim is being made that it is missing, we require a denial of receipt form to be completed. If this is the first instance that this has happened, upon completion of this form a replacement parcel will be sent during which time we can investigate this internally. Where this has occurred multiple times, a period of 10 working days is required to investigate this further, prior to another parcel/refund being processed. 

Lost Shipments: 

In order to conclude a parcel has been lost, a period of 7 working days from the shipped date must expire. In this event, please contact hello@glassandwick.com and a member of our team will begin an investigation into its whereabouts. 

Returns (Excluding wax melts which are non-returnable)

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, so long as the below measures are followed:

The item/s you wish to return must be:

- Received within the last 28 days

- Unopened and unused

- Remain in their original packaging and in perfect condition

- Arrive safely back to us, without damage

If one or more of the above criteria is not met, we will be unable to process a refund. 

Please note, we can not cover the cost of any return shipping charges, unless the item you received was damaged, faulty or incorrect. It is at the buyers discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund. 

Your refund: 

The total value of the item/s returned to us will be refunded to the same account payment was made from, upon the item/s being returned safely to us. The refunded amount will show in your account within 7 working days, though typically this happens sooner.

Broken Item/s:

Once the shipment is processed, we rely on Royal Mail to safely deliver your parcel. In the event that your parcel has arrived damaged, it will be replaced immediately, providing a photo of each damaged item is sent to hello@glassandwick.com, as soon as it is discovered.

If any item is out of stock, a full refund to the value of the broken item will be provided.

Damaged or Defective Item/s

All of our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchasing. Occasionally, damaged items can be missed at the time of dispatch and as such, a replacement will be provided, as long as you are able to provide photo evidence of said damage. If it appears the product has been dropped or misused since safely arriving to you, we reserve the right not to process a refund.

In rare instances whereby a product has become faulty during use, it is essential that you have followed the care guide provided within your order. When resolving any issues relating to faults during use, we will require photographic evidence and may require further information to ensure a resolution is met. If the product has been misused and/or the relevant care card hasn't been followed, we are unable to provide a refund or replacement. 

Non-refundable item/s 

Unfortunately, our wax melts are non-refundable unless they arrive damaged or faulty.

Due to the nature of fragranced products, scent preference is highly personal and subjective. For this reason, we are unable to offer refunds or exchanges based on scent.

In addition, once wax melts have been opened or handled, they cannot be resold or restocked. This ensures that every product received by our customers is fresh, unused, and of the highest quality.

All of our wax melts are made using natural, plant-based wax. As a result, slight variations in appearance may occur before or during use. This can include frosting or subtle colour variation, which are natural characteristics of soy wax. These do not affect the performance or scent throw and are not considered faults.

For the best experience, we recommend following the usage guidance provided with your order.

We adhere to the Consumer Rights Act 2015.

If you have any questions, please don’t hesitate to get in touch via our Contact Us page.