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FREQUENTLY ASKED QUESTIONS

  • How long does delivery usually take?
    Delivery varies between which service you wish to use. Standard - 3-5 working days For international orders please see guidelines.
  • How can I track my order?
    Your tracking number can be located via your shipping confirmation email, or by logging into your customer account and viewing your order details. If you have received a tracking number and there are no updates when tracking your order with the carrier directly, please be advised that carriers can take up to 24 hours to scan a parcel into their network. If 24 hours has passed and there has been no tracking update, please do get in touch with our Customer Care Team who can investigate this further for you.
  • How do I get in touch with you?
    To effectively communicate with us you can head over to the contact page (link below) and use fill out the form; we aim to respond within 24 hours. Alternatively you can use our live chat system by clicking the button on the bottom right hand corner of your screen. We also have a business phone which you can find on the contact page too.
  • How do I make a complaint?
    We're sorry to hear you wish to make a complaint. Please click the link below to fill out the form. Please try to include your order number and images to allow our customer care team to efficiently carry out support.
  • How do I care for my candle?
    We recommend that you burn your candle for a maximum of 5 hours. Additionally you should ensure that the candle is positioned up right on a level surface to create an even burn. You may also trim the wick down to 1/4 inch which can help with the burning process.
  • How do I care for my Reed Diffuser?
    Try your best to turn the reeds every 24 hours to ensure they are fully saturated. Store in an area without direct sunlight as this would cause the reed diffuser to dry out and also the liquid to evaporate at an accelerated speed.
  • Are your products cruelty free?
    Our products contain absolutely no traces of cruelty and our products are vegan friendly.
  • Are your products safe to use around pets?
    Our products contain completely natural elements and there is no data to suggest that essential oils are dangerous to animals, however, you should always keep such products out of reach from pets and make sure they do not ingest anything as every animal may react differently to certain ingredients. If you still have concerns, please seek professional advice from your vet or animal specialist
  • What ingredients do you include?
    Vegan friendly, cruelty free soy wax, soy blend wax, gel wax and fragrances.
  • Can I return an opened item?
    You can return an opened item, although it must not have been used. Items must be sent back in a resellable condition
  • When can I expect my refund?
    Please allow up to 14 working days from the date we receive the item. You will be notified via email once the refund has been issued/completed.
  • Do you accept returns/refunds?
    Yes, I am more than happy to accept a return on a item you have not yet used. Please reach out to me through either the live chat, phone or website fill out form.
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