Frequently Asked Questions
Our Products
What are your products made from?
Our candles and wax melts are made with a natural wax blend of rapeseed and coconut and high-quality fragrance oils which are vegan and cruelty-free.
Where are your products made?
Our products are handmade in Newcastle Upon Tyne. We try to source as much as we can from UK or Europe-based companies.
How will my order be packaged?
We’re happy to say we’re plastic-free in our packaging. Products use a recyclable box or envelope, using paper tape and either shredded paper or starch peanuts (water soluble) to fill space. You can find out more and how we’re giving back to the environment here.
Who should I contact if I have a question?
We’re more than happy to help with any questions about our products, website, orders, or anything else. Visit our contact page. You can also send a message via any of our social media channels.
Delivery and returns
How much is delivery to the UK?
Delivery to the UK starts from just £2.75, Tracked 48. Items have a flat rate and will update depending on the number of products and be reflected at checkout.
Do you deliver internationally?
Right now we only ship within the United Kingdom and Ireland.
How will I know when to expect my parcel?
We ship 2nd class tracked via Royal Mail. If needed, we’ll use another service such as DPD or Parcelforce. Most orders are dispatched within 1 – 3 business days, with an aim to dispatch within 24 hours of an order being placed.
My parcel was damaged, what shall I do?
Please email us with details of your delivery, what’s damaged, and a photo of the damage. We will arrange either replacements or a refund, depending on the situation and what you’d prefer. We request that all damages be reported within 48 hours of delivery.
Something is missing from my parcel, what shall I do?
We’re sorry if something has been missed from your order. Send us a message and we’ll get it straightened out for you.
Can I cancel, change, or refund my order?
If you wish to cancel or change an order, you can get in touch here and we’ll see what we can do. We are unable to cancel or change an order after it has been dispatched. However, a refund may be possible once your item has been received. As our pens are made-to-order, these are exempt from the 14 day return policy.
If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund under UK law. (Consumer Contracts Regulations 2013)
Items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals and any packaging intact. Please ensure you obtain proof of postage when returning items.
If you require a refund, we will refund the price paid by you for the products (including the initial standard delivery charge within fourteen (14) days of receiving your returned products) provided that you have returned the products to us within 14 working days of delivery or you notifying us of refund.
Other enquiries
Can I become a stockist / purchase wholesale?
We would be thrilled to work with you, you can find out about our wholesale candles, wax melts and tealights here or get in touch. We also offer white label services.
Can I become a supplier?
If you feel your products would fit with ours, we’d love to support more UK based companies. Send us an email and let’s chat.