FAQ's
What is your turn around time?
Our turn around time can vary between between 3-5 working days. Although we do try our best to get orders out ASAP. This time frame just gives us time to make sure we have completed and packed all orders correctly. Orders may exceed this timeframe and if they do, we will notify all customers first.
How much is postage and how do you dispatch parcels?
Our postage is a set price of £2.99 for standard 2nd class or £3.85 for Tracked 48. All parcels are sent via Royal Mail.
You should receive an email of confirmation once you have made a purchase.
If your order exceeds 2KG we will contact you as additional postage may be required.
Do you give refunds or replacements for damaged or missing items?
Yes, we do offer refunds or replacements for damaged/broken items (not wax melts), however this may take some time due to us needing to contact RM first. IF for some reason you haven't chosen our tracked postage option for an order thats worth over £20 and receive damaged goods within that order (that arent wax melts), we can then only replace £20 worth of your order, as that is how much standard postage covers with RM.
We do not offer replacements or refunds on broken items such as any wax melt clamshells or shapes due to the nature of the product, however we will offer you a discount code for your next order. We do apologise if anything was to arrive damaged, but we do try our hardest to make sure nothing arrives damaged or broken when in transit.
*It is unlikely that you will receive a broken melt but, due to the nature of the product it will be broken down at some point to be melted anyway so we are unable to offer refunds for broken melts. Any refunds or replacements will be considered on a case by case basis.*
We can however offer refunds or replacements on incorrect or faulty items. These will need to be returned back to us before we can start the process and they MUST be returned exactly how you received them.
As for missing items, if for some reason there was a missing item from your order, we will need an email or message from yourself as soon as possible. In this email or message please make sure you include your order number, a screenshot of your invoice/receipt and pictures of all items from your order. For us to sort out missing items, please make sure you contact us within 6 hours of you receiving the parcel, unless you are away and haven't yet opened your parcel, we can allow unto 5 working days. We will ask you if you would like a replacement sent out or a refund.