Frequently asked questions. Stay informed!

Postage & Dispatch

How long are dispatch times?

We dispatch our items Monday to Friday, our super fast service means that we aim to have each parcel dispatched within 24 hours of ordering

My parcel has arrived damaged?

In the unlikely event that this should happen please contact us immediately, our sales team shall be happy to help.

I have seen my item but i wish to return it?

We accept returns for items which are unused within 14 days. (Customer pays return postage) Please contact us for more details

Do I get a tracking number?

We obtain all tracking numbers for our dispatches – we provide you with this information via your email address within 72 hours after purchase.

I would like to cancel my order, has it been dispatched?

Customers are allowed to cancel purchases within 3 hours after completion of payment to gain a full refund by contacting us directly, this can only be done Via Facebook, Twitter or Through our Contact Us Page Direct from our Website Quoting your Item Order Number

I’ve had many ripped parcels arrive at my home before, will i get this from you?

We source the best quality of packaging possible for each of our items no matter how large or small. Re-cycling of packaging may occur as we feel this is more eco-friendly to our environment.

It’s been 5 Working days and my item still hasn’t arrived?

Please contact us if you haven’t received your tracking information, this should inform us of where your parcel is currently situated.

 

Postage Blending

We are able to blend parcels together to save on postage so long as the origional parcel has yet to be dispatched – in doing so you will only pay for one postage.

 

Will my item be a next day dispatch?

Next Day Dispatches are subject to time and dates.

Items bought on Fridays and Saturdays shall NOT be entitled to next day Dispatches.

On the occassion of a Bank Holiday dispatches shall be delayed for 48 hours.

What are your opening hours?

Due to busy scheduals we are mostly open for enquiries after 5pm everyday 24/7. We always try to reply to all messages and enquiries as soon as we possibly can.
Our sales team/admin are built up of three individuals who try to keep an eye on the business throughout the days and evenings. Customer service is an importance to us as we have always been rated 5 stars by our customers.

Do you do International Deliveries?

Yes we can send parcels internationally within the EU Only. Please contact us for specific postal prices.

Weight Limit is: 2KG

Unfortunatly our £80 and over Free P&P promotion will not cover our international customers, we do apologise for this.

Which Postal Services Do You Use??

My Hermes are Used for parcels which DO NOT include Large Accessories or Glass Objects.

Other items shall fall under Royal Mail or Collect Plus for UK Deliveries.

International Deliveries are Sent using IPostParcels or Parcelforce.

Postage Costs

Orders over £100 are Free.

 

If I Refuse My Parcel Due To Damage

As a company policy we can not refund items back to the customer unless we have the refused parcel sent back to us. Once this has happened then we can process the items that are missing or damaged and refund the amount for the Product back to you.

Candle Scent Enquiries

I know the type of scent i like but i can’t find it?

We will be happy to give you a solution and provide you with the best scent possible, our customers are our priority and their happiness comes first.

I know the scent i want but you don’t have it in stock?

We change our stock regularly, if there is a specific scent you would like for us to obtain you can contact us with further details and our sales team shall do their best to help with your enquiry.

What does Old Label Mean?

Some of our items have been labelled as Old Label, this means that the particular scent or item is a rare product that could have some minor dicolouration to it, very collectable items as its believed these produce a better throw then the tarts being created currently.

Further Information

Products

Some of our products can include seconds or yellow labelled items, although these are not stated in listing due to them being hardly noticable, if you require information regarding the status of items you can contact us before payment.

Discolouration or Damages in Transet

Unfortunatly we do not offer refunds for slightly discoloured items, this is due to age of the item and will not effect the candle burn itself. Damages occured in transit can be refunded based on the amount. Photo identification is needed or for a full refund the item should be returned to us. We base partial refunds based on the percentage of the item initially damaged.

International Postage

When choosing to post with us Internationally please note that there are restrictions to our service. We are NOT responsible for any customs charges that could occur for your country however if you live within the EU then these charges should not happen.

Packages with items missing could be down to specific countries restrictions from customs in their country and have been taken out of packages – This is NOT our responsibility and a refund for your items is NOT valid with us. We will not send out a replacement for them either as a customer would not have proof of the full arrivals of items.

All items being sent internationally are done so quality and quantity checked three times once by the order picker, Order checker and the third by the order packer before being sent. We also try to abide by our 48 hours dispatch rule however International postage can take up to 30 days to arrive due to the service and nature of the package this is sometimes down the the items weight and size for the parcel.

International Customers Warning

Returns are not offered to our international clients unfortunatly at this time.

My Wax Melt Tarts Have Crumbled

We do not offer a refund or discount for wax melt tarts that have or are crumbled in some way – Unfortunatly this does happen but because the items can still be used and the wrapper casings are sealed they can still be of use. – Please enquire with us BEFORE your purchase to ensure that your wax melts are in 100% quality. If your item does arrive and you are dis-satisfied with the quality of your item you may return it back to us for a full refund as part of our company policy.