Once you have received your order, you have 28 days to return to us in unused condition.
Please email us on firstname.lastname@example.org and we'll be happy to help you with your return. We need a valid proof of purchase or order number to complete your return request, if they items were bought from another shop or retail outlet please contact them directly with proof of purchase.
Frequently Asked Questions
Can I return an unused item
Yes within 28 days in a resale condition. We would not provide return postage, please use a tracked courier to ensure it doesn't get lost in transit.
When will I get my refund?
After the goods are received and inspected, refunds can take up to 7 working days, although it is usually much quicker.
What if my item arrives damaged?
Please send us an email on email@example.com with your proof of purchase, photos of the damage in transit and we will be happy to help.
How do I use a wax melt?
Our wax melts should be used in a melt warmer. Just place the melt or a piece of it in the top of the warmer. If you are using a conventional warmer, you will need to place an unscented tea light in the bottom of the warmer. If it is an electric warmer, simply plug it in and turn on.
Why does the wick of my candle sometimes form a “mushroom” shape?
This can happen if soot accumulates on the wick of your candle. Simply extinguish the candle, wait until the wax is cold again, cut the wick with a Wick Trimmer and re-light. Visit our Candle Care page for more details.
How can I avoid my jar blackening?
To avoid soot deposits on your candle, trim the wick of your candle before each new use (using a wick trimmer). If there is soot on the glass of your candle, you can clean it with damp paper towels. Visit our Candle Care page for more details.
How can I reduce the size of the flame?
To avoid large flames on your candle, trim the wick of your candle before each new use (using a wick trimmer). Wait until the wax is cool before doing so.
Why is there wax left in my candle?
For safety reasons, our candles will self-extinguish at the end of the candle, with some wax remaining, usually around 1cm. This is to prevent the glass base of the candle overheating.
Can I use with a lung condition?
Our products are made from natural soy wax to provide a cleaner burn using only cotton wicks, we do use fragrance oils in our scented products however so please check the ingredients carefully and always consult your medical practitioner if you are unsure. Our CLP information page lists the ingredients in each fragrance or you can request SDS sheets for any fragrance should you need this via the contact page. Requests can take up to 7 working days.
Are your products pet friendly?
Whilst we use the best quality products we can and always cruelty free, we advise checking with your Vet to see if they are suitable to use. All ingredients are on the products or on our CLP information page and you can request a SDS sheet from us if you require one via the contact page. Requests can take up to 7 working days.