Frequently asked questions
How do I cancel or modify my order?
Once your order has been placed we are unable to change any details or cancel your order. If you made a mistake, please contact us on email@example.com within 1 hour of your purchase and we will try and rectify this on your order.
What if I have not received my order?
If you have not received your order, please contact firstname.lastname@example.org. We are unable to raise this with Royal Mail until 14 days has lapsed.
What if I receive my order and it is damaged or not what I ordered?
In the unfortunate event that your order arrives damaged or is not what you ordered please contact email@example.com within 14 days of your purchase.
How do I make a return?
To make a return and get a refund please contact firstname.lastname@example.org within 14 days of your purchase. Please note, you will be liable for the return postage fee and products must be returned in their original state and must not have been used. Refunds will be given on the product cost only, postage fees are non-refundable.
When will my order arrive?
Orders will be sent via Royal Mail second class, which means your order should arrive between 3-5 business days after dispatch. We aim to dispatch all orders within 3 days of when the order is placed. Please be aware that the current circumstances surrounding Covid-19 could mean that your delivery is delayed.
How much is the delivery fee?
Shipping costs are £3.95 for parcels weighing between 0-2kg or £5.95 for parcels weighing over 2kg. All parcels are sent via Royal Mail second class.
Candle Care + Safety
What does the term 'tunnelling' mean?
Tunnelling is the term used for when a candle burns down the centre, leaving hard wax around the outside. This affects the burn-time, meaning you won't get the most out of your candle. Typically, this is caused by only lighting your candle for short periods and not allowing an even wax pool to form.
Why is it important to trim the wick before each burn?
Trimming your wick will help you get the most out of your candle by providing a longer burn time, and will also prevent it from sooting when burning - overall, a cleaner burn is achieved.
Why should I keep the lid on my candle when I'm not burning it?
If you’re not burning your candle often, the top may accumulate dust and other particles, which may affect the way the candle burns. Replacing the lid can help keep the top clear, but if you do notice any dust on it, carefully wipe off the top of the wax with a damp cotton pad before lighting it again
How should I put my candle out?
We recommend using a candle snuffer to avoid wax splash - this will help to maximise the candle’s burn time. Blowing out a candle is not recommended as the liquid wax may splatter and the wick may continue to glow and emit smoke.
Where should I store my candle?
Candles are sensitive to temperature and light, so we recommend storing your candle in a cool, dry place and away from any direct sunlight. This will help prevent your candles from fading, cracking and melting.
Where can I find candle safety information?
Do not burn your candle for more than 4 hours at a time.
Never leave a burning candle unattended.
Burn your candle on a heat resistent surface and away from any draughts or heat sources.
Burn in a well ventilated room.
Always trim the wick to 5mm before each burn and keep the wax pool clear of any debris.
Be careful, the container may become hot to toch. Do not move a burning candle.
Keep out of reach of children and pets.
Stop burning your candle when 10mm of wax remains at the bottom.