How do I track my order?
For UK parcels only, you can track your parcel through the tracking number provided when your order is dispatch. If you have not received your dispatch email and are having difficulty tracking your order, please email email@example.com and we will do our best to help.
Can I cancel or amend my order?
Once an order has been processed we are unable to amend the order.
If you wish to cancel your current order so that you can place a new one please email firstname.lastname@example.org
I haven’t received my order?
If your order hasn’t arrived, your tracking is not updating and it has been over the 10 working day turnaround period please email email@example.com
My order is damaged or incorrect
If your order has arrived damaged, is missing items or is incorrect, please email firstname.lastname@example.org stating your order number and if possible a photos of the damage.
How do I return items?
To make a return and get a refund, please contact me at email@example.com with your order number included. Any item must be returned within 21 days of delivery and in unused condition.
What forms of payment are accepted?
We accept the following:
- Stripe Secure Pay (Visa, Mastercard, AMEX)
Delivery & Returns
My order is damaged or incorrect?
Please contact us at firstname.lastname@example.org stating your order number and what is damaged or incorrect and attach and photos of damage.
How do I return items?
To make a return and receive a refund please contact us at email@example.com . Any item must be returned within 21 days of delivery in an unused condition and p&p cost for return is at your cost. Please obtain proof of return receipt.
When are orders dispatched?
Items are usually dispatched within 5 working days due to each item made to order.
Use & Care
How do I change my wax melt?
The easiest way we’ve found is to turn on or light a tealight and leave for around 30 seconds. Then whilst stabilising the burner with one hand, you should be able to slide the old wax out with the other.
Why has my wick curled at the top?
This can happen if soot builds up or the wick is too long. Simply, extinguish the flame, trim the wick to approximately 5mm and relight.
My candle wax isn’t melting at the sides
This is called tunnelling and to avoid it, burn the candle, on each use (but especially on first use) for long enough to allow the whole top layer of wax to melt evenly.
To fix a candle that has tunnelling, place the candle in a hurricane style vase and light. The vase will ensure the heat stays around the candle fully to help heat the excess wax. Again leave the candle to burn a full top layer of wax, to reset the candle and prevent further tunnelling.
Please do contact us at firstname.lastname@example.org if you have any queries, questions or feedback. As always looking to improving our service to you.
13 Moat Hill, Southampton, SO18 2DS