FAQs

How do I use your products?

Wax melts are super simple to use, just break off a couple of squares of a small snap or one chunky snap chunk, pop it in your burner and off you go - Please remember never to leave wax burners unattended. You will get hours of amazing fragrance just from a small amount of wax. The scent throw you get will depend on your room size, how much wax you use and what you're using to melt the products with. 

Open Box Service

An open box is a box you can repeatedly add to and we will store it all for you. You order as normal, select “add to open box” at the shipping section and pay. This saves you postage costs on regular orders. Once you are ready to have all of your items sent, please place your final order and select “close open box”. Once checked, it will be sent to you by Royal Mail signed for if under 2kg, or UPS if over 2kg. You have the right to cancel your open box within 14 days of opening it and will receive a full refund. If you cancel it after the 14 days, you will have a 20% charge deducted from the total box value to cover any loss. Custom made items in the open box will have a 50% cancellation fee regardless of time past as these were specifically made for you and a loss will be incurred to the company. 

Custom Orders

If there are larger sized wax products you would like or specific scents, please get in touch as we can accommodate custom orders. These do often have a 2-3 week turnaround if the oils need to be ordered in. Please note there is a 50% cancellation fee on custom orders if you change you mind as we usually order fragrances in specifically to fulfil these orders. 

There is a scent I would like but I don't think you stock it?

Please contact us because we are more than happy to take scent requests and we will do our best to find what you would like. We regularly ask our customers for scent requests on our chit chat group which you can find on facebook or by following the link. If you would are interested in taking a look, click here!

What is your turnaround time?

We try to work as quickly as possible with packing and dispatching orders but in some cases it can take up to 5 days for dispatch. Made to order products can delay this so please be mindful of this if adding a made to order product - it will be stated in the product description. 

I had items missing from my order, what do I do?

From time to time products will oversell on the website and we may not be able to fully fulfil all orders. Please check the account of whatever payment method you used as if this was why products were missing, you will have been automatically refunded and an email would have also been sent at the time of refund stating what will be missing (please check your spam folder as well). If this is not the case, please get in touch via the website contact form and we will get the difference refunded or credited to your account straight away.

I've ordered a monthly box, when will it arrive?

Monthly boxes are put onto the website as a pre order product and can be dispatched throughout any point within the month. Please make sure you order this product on its own as it is dispatched alone, otherwise we reserve the right to cancel and refund the order. 

Returns & Refund Policy

If you receive your product and there is an issue with it, please contact us straight away. You have 14 days from the date of your purchase to report the issue. Items can be returned to us at the customers expense. If the goods are faulty and/or not fit for purpose you will receive a full refund or store credit - depending on your preference. If you ordered using Clear pay, we have to issue the refund to them and they will then release it to you within their allotted time frame.