1. How do I best look after my candle?
Please refer to our Candle Care guide.
2. What is the return policy?
Please refer to our Returns and Refunds Policy.
3. What are the shipping options?
Each of our parcels is delivered via Royal Mail. Unfortunately, we do not yet ship outside of the United Kingdom. Please email email@example.com if you have any enquiries regarding shipping (e.g. of a substantially large or otherwise unusual order).
4. When will I receive my order?
We aim to dispatch all orders within 2-3 working days of confirming your order. Please refer to our Shipping Policy for more information.
5. What do I do if I never received my order?
Please contact firstname.lastname@example.org as soon as possible if you have any issues with receipt of your order.
6. What do I do if I received a damaged or defective order?
Please contact email@example.com, providing a short summary of the issue alongside a photograph of the damaged product. Please note that hand-poured soy wax candles may feature a unique, mildly textured surface. This is a natural occurrence which does not contract from your product’s scent or overall quality and thus will not be considered damaged/defective by our team.
7. How do I make changes to an order I’ve already placed?
Due to our order processing system, it may not always be possible to make changes to orders once placed. Please email firstname.lastname@example.org within 48 hours of placing your order and a member of our team will provide you with assistance.
8. Where are you located?
We are based in London, United Kingdom.
9. How is the product made?
Where do the materials come from? Each of our candles is formulated and poured by hand. Please refer to our Product Philosophy for more information around our products’ materials.
10. How do I contact your company if my question isn’t answered here?
You can complete the form located on our Contact page for any other queries not covered. Alternatively send us an email at email@example.com and we will respond to your query as soon as we can.