DELIVERY & RETURNS POLICY: 

Delivery:

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If your order is under £20.00, we offer a flat rate postage and packaging fee of £4.95.

Ideally we aim to despatch your order within 48 hours, but it can take up to 5 working days (depending on the influx of orders for that particular day.)  This time frame may be longer, if you are located in Northern Ireland, Scotland, and Wales.  Our preferred method of delivery is signed/tracked or both (depending on how fragile the items are) and we prefer goods being hand delivered to the resident, as opposed to being dropped through the letterbox, so please ensure you are available for receipt of your goods.

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If your order exceeds £20.00, you will get free delivery.

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We generally use Royal Mail or Evri:

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For Royal Mail tracking, click 'here

For Evri tracking, click 'here''

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- Royal Mail generally delivers Monday to Saturday, however, sometimes they will also attempt deliveries on a Sunday.  They do not work on Bank Holidays.

- If you have the option and choose to change your delivery address/location directly with them, we will not be held responsible for items going missing/getting misplaced.

- Please ensure you provide your correct and up-to-date mobile number & email address to get tracking updates (if applicable) and for us to call /email you if we have any queries/problems regarding your order.  

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Despatch Times:

On the odd occasion, there may be external conditions that may affect despatch times (that are beyond our control,) and due to this it may take slightly longer for you to receive your item, but we will always attempt to get your orders out in a timely fashion.  If you haven't received your item after the general despatch times at the top of this page, you are welcome to chase the delivery by clicking 'here' and filling out all relevant details.

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Promotional Offers:

Please also note that when we run promotional offers, we may use an alternative courier/method of postage.

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Custom Clearance Or Duty Charges/Fees::

We are not responsible for any delays caused by customs clearance/duty charges or fees payable on the export or import of any products,  You (as the buyer) are responsible for these.

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Billing & Delivery Address:

Please note when placing your order that the cardholder (billing address) and the shipping address match otherwise your order will be cancelled.

December Deliveries:
Due to the Christmas rush and general delay in postal services, it is advisable to place your order within the first two weeks to ensure you receive your item in time for Christmas.
 

Returns Policy:

Please note you need to obtain a returns number in order to return an item.  See below for our returns procedure:

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Wax Melts Returns Procedure:​

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If your wax melts are unopened/unused, you are welcome to send them back by following the instructions stated in the last section of our returns policy (scroll to the bottom of this page), it starts with; "Follow the process below for returning goods (for any other reason than being faulty or damaged.)"

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Please note wax melt returns will not be accepted in the following instances:

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​ 1. Dips or uneven edges - As everything we make is hand-poured/hand-made, it is natural for this to occur and it does not affect the scent or burn quality, etc.

2. Frosting - Plant based soy wax when mixed with fragrance oil can form frosting.  It is a natural occurrence caused by the crystallization of soy wax as it cools and hardens. especially when subjected to temperature fluctuations. however it doesn't affect the scent or burn quality, etc. 

3. Scent strength not being strong enough - We use the maximum percentage of fragrance oil that is legally allowed, this cannot be exceeded for health/safety reasons.

4. Snapped wax melt bars or displaced/missing rhinestones - We make every effort to pack everything efficiently and it does not affect the scent, or burn quality.  Also, the melts need to be snapped so that they can be used.  We can however send replacement rhinestones/glue if the stone has fallen off.

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Follow the process below for returning any other items (aside from wax melts) that are faulty or damaged:

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1. Each piece is video documented before despatch to ensure that your items and packaging are in immaculate condition, but in the event you have received a faulty item we need to know within 48 hours of receipt to investigate.  Please drop us a message by clicking 'here' and remember to include your order number, an explanation of the problem as well as photographic evidence (please provide photos of the outer as well as inner packaging and products) so that we can look into this for you. 

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2. If the courier is deemed to be at fault, we will not be able to issue a refund until a full investigation has been carried out by them.  This may take several days/weeks depending on the nature of the claim. However if it is deemed to be our fault, we will issue a returns number and email you an Evri (formerly known as Hermes) trackable return label for you to print and return via your local parcel shop or locker drop-off. Please click 'here' to locate the closest one to you.  Due to hygiene and resalable reasons, all items must be sent back with the packaging tags/labels intact, unworn/unused, and in their original state, along with the original receipt & returns number within 14 days from the date you have requested your return and we will offer a refund to your original payment method within 7 working days of receipt.

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Follow the process below for returning goods (for any other reason than being faulty or damaged:)

Please note that personalised items cannot be returned/refunded (unless the personalisation has been done incorrectly by us.)

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1. Within 14 days of receiving your goods, please drop us a message by clicking 'here' and remember to include your order number and request a returns number from us (we only issue a returns number via our contact form.)  We would appreciate a reason for the return but it is not necessary.  

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2. Due to hygiene and resalable reasons, all items must be sent back with the packaging tags/labels intact, unworn/unused, and in their original state, along with the original receipt & returns number within 14 days from the date you have requested your return and we will offer a refund to your original payment method within 7 working days of receipt.  (You will not be reimbursed your postage & packaging costs.)  It is advisable to use a trackable/insured method as you will not be eligible for a refund if we cannot track/confirm receipt of the goods. 

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If you have any questions, please do not hesitate to contact us by clicking 'here'.