Refund policy
Our Approach
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 Cancellations
To request a cancellation, please email hello@glassandwick.com as soon as possible and we will do our best to intercept the order before it is dispatched. This also applies to subscription boxes that have already been paid for.
Once an order has been fulfilled, we are unable to cancel or retrieve it.
If you no longer wish to receive your order after fulfilment, you may refuse delivery. Once the items are returned to us, a refund will be processed providing they arrive back to us in their original condition. Please email us in advance so we can expect your return.
Subscription Cancellations
Subscriptions can be cancelled directly through your account, or alternatively by emailing us and we will cancel this for you.
If a subscription is cancelled after a payment or renewal date, the upcoming order will still be processed and fulfilled.
Please note that cancelling a subscription ends the billing agreement and prevents any future charges. It does not cancel or reverse any orders that have already been placed.
If you would like to request a cancellation and refund for a subscription order that has already been paid for, please contact us at hello@glassandwick.com as soon as possible. Where possible, we will attempt to remove the order from our system prior to dispatch and issue a refund.
Once an order has been dispatched, we are unable to process a cancellation or refund.
Shipping & Delivery
All orders are dispatched using your selected shipping option at checkout.*
Delivery timeframes are based on the carrier’s estimated delivery windows and are not guaranteed. Please allow for our advertised fulfilment time prior to dispatch.
In some instances, an alternative courier may be used where this is more suitable for the size, weight, or value of your parcel.
Tracking & Delivery Support
We offer Royal Mail 24/48 as our standard shipping services, allowing us to offer fair and accessible delivery pricing while maintaining a reliable service.
While this is not a fully tracked service, all parcels receive delivery confirmation. This includes GPS location data and, where applicable, photographic evidence of delivery or safe place.
If delivery is attempted, you can arrange redelivery directly with Royal Mail.
If your order appears to be missing, our team will be happy to assist and begin an investigation.
If a parcel is marked as delivered but not received, a Denial of Receipt form will be required before a replacement can be issued.
In instances where this has occurred multiple times, an investigation period of up to 10 working days may be required.
Missing Shipments
The timeframe after which a parcel is considered missing is outlined in your shipping confirmation email.
If your parcel has not arrived within this timeframe, please contact us so we can investigate. Once confirmed as missing, a replacement will be arranged.
Please ensure your delivery address is correct when ordering. We are unable to replace orders not delivered due to incorrect address details.
If an order is returned to us due to an incorrect address, we are happy to resend it, however a new shipping fee will apply.
Incorrect or Missing Items
If you have received an incorrect item, please email hello@glassandwick.com with a photo of the full contents of your parcel so we can review this as quickly as possible. Items received in error should remain unused and in their original packaging.
If an item is missing from your order, please contact us as soon as possible. Please note that parcel weights are recorded at the point of dispatch.
Damaged or Defective Products
All of our products are carefully checked prior to dispatch to ensure they meet our quality standards.
If your order arrives damaged, please email hello@glassandwick.com with photos of the affected items within 72 hours of delivery, so that we can assist. If an item is no longer available, a full refund will be provided.
If a product appears defective, please contact us with photos and a brief description so our team can review and assist further.
For your reassurance, each scented product is carefully developed and tested before joining our collection. Every batch then undergoes multiple quality assurance checks, with records maintained in-house before leaving our barn.
If you feel that the scent throw or performance of your product isn’t as expected, our team is always happy to help. As scent is subjective and performance can be influenced by factors such as burner type, tealight size, room size and ventilation, we may ask a few questions or request photos of your setup. This allows us to offer tailored guidance and ensure you are getting the very best from your product.
If concerns remain, we may ask for the item to be returned to us for testing. Should a fault be identified, a refund or replacement will be provided.
Please note, we may be unable to offer a refund or replacement where a product shows signs of misuse or damage after delivery.
We reserve the right to request that faulty or damaged items are returned to us before issuing a refund or replacement.
Returns & Refunds (Non-Faulty Items)
Our soy wax melts are non-refundable unless they arrive damaged or faulty.
As fragranced products, scent preference is highly personal and subjective and we are unable to offer refunds or exchanges on this basis. In addition, once wax melts have been opened or handled, they cannot be resold or restocked. This ensures every product received is fresh, unused, and of the highest quality.
All other scented products may be returned for a refund or exchange, provided the following conditions are met:
-The product remains in its original packaging and condition
-The product is unused and free from contamination
-The items are returned within 14 days of receipt
-You have contacted us at hello@glassandwick.com prior to returning the item
Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
We recommend using a suitable postage method, and ensuring items are securely packaged when returned, as we are unable to accept responsibility for items lost or damaged in transit.
Items returned without prior contact may not be eligible for a refund.
We reserve the right to refuse a refund if returned items are not in a condition suitable for resale.
Refunds are issued to the original payment method once items have been safely returned and processed. Please allow up to 7 working days for funds to appear.
Product Care Note
Due to the nature of wax melt burners, some discolouration may occur over time as a result of heat exposure and general use. This is expected and considered general wear and tear.
Plant Based Wax
All of our wax based products are made using natural, plant-based wax. As a result, slight variations such as frosting, colour changes, or small cracks may occur. These are natural characteristics and do not affect performance.
We adhere to the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
To get in touch and to ask any questions, please see our Contact Us page.