Site

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

How secure is your website?

As safe as it possibly can be.
We store any information you give us securely using high-level SSL encryption technology – the most advanced security software currently available for online transactions.

Why has my card been declined?

All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorize payment then you will be notified of this immediately at the checkout. A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that in the ‘billing address’ section, the address to which your bank statements are sent is entered here. For full details of why the payment was declined, please contact your card issuer.

Shipping

What should I do if my order hasn't been delivered yet?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It’s also worth checking if there are any local delays in your area

Products

Why is my candle yellow?

Our candles are made from natural ingredients only. We do not use ultraviolet stabilizers in our wax, so candles and wax melts may turn yellow in hue from exposure to fluorescent lights or sunlight. However, this change in appearance doesn’t change the scent of the candle.

Why isn't the wax melting to the outer edges of the candle?

This is a common issue called ‘tunneling.’ To avoid this, candle users must allow the wax to melt to the outer edges upon each lighting. It is suggested to let the candle burn for 1-2 hours at a time to avoid tunneling.

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