How do I use your products?
Add the wax melts to your burner and switch on (if electric) or light the tea light under the burner. Electric warmers take a little longer to warm up, due to the fact they do not use a direct flame. It is at your discretion how many wax melts you use in your burner, but please remember that wax melts when fully melted can overrun the burner if you use too many. Please think about the size of your burner when deciding to use more than one wax melt.
Add water to the max fill line in your diffuser or to the top of your burner, when using a burner instead of a diffuser, please do not fill completely to the top, you still have the oil to add & we would not want this to overspill. Once the water has been added, add around 1-2 drops of fragrance oil to the water. You can now judge the strength of the scent, add more drops if you would like it stronger, or more water if you would like weaker.
Please shake your room spray well before use for maximum fragrance. As this product is oil based, we recommend spraying in various directions in the centre of the room, away from hard surfaces. Do not spray directly on furniture or soft surfaces.
How long does a wax melt last?
Each wax melt segment lasts around 12-14 hours before the scent reduces & disappears. When you can no longer smell the fragrance, this is time to change the melt.
How do I remove the old wax from my burner?
Our recommended method to remove wax from your burner would be to light a tea light in your burner for around 30 seconds, or switch on your electric burner for around a minute. The bottom of the wax should have then loosed for you to slide this out with your fingers & dispose of, wipe away the waxy residue & use with a new wax melt.
Why is there clear smoke/vapour coming from my burner?
Please do not be alarmed this is the scent releasing from the wax, the weaker the scent gets the less vapour their will be. This may not always happen because all fragrance oils are different and weaker/stronger than others, but if this does happen, do not worry. You can always email us photos at firstname.lastname@example.org if you are concerned.
Are your products safe to use around pets?
Although we use fragrance oil in our wax products, instead of essential oils & we also have a furry friend who isn't affected by our products, we understand that some pets may have allergies, therefore if you have any concerns or would like to know the allergens in our products, please email us at email@example.com 🐾
Do you provide samples or testers?
Yes, all our wax melts other than our Limited Edition scents have a sample option to allow you to buy a smaller sized wax melt, before deciding on a full sized product. Please find the wax melt you would like to try & select 'sample' from the drop down menu.
Unfortunately, we do not provide samples in our fragrance oils or room sprays.
I can't find the product I am looking for?
Please use the search bar in the top right corner of our website to search for the product you are looking for. If you have no results for this search, this product may unfortunately no longer be on our site, or may have been discontinued.
Can I amend my order?
You can amend your order at any point unless you have received your shipping confirmation email from Royal Mail. This means your order has already been collected by Royal Mail & has left our workshop.
If you haven't received this email yet, please email firstname.lastname@example.org as soon as you can to find out if your order has been prepared and if it can be amended.
Unfortunately you cannot amend your order once the order has been shipped.
How do I report a problem with my order?
If you have any issues with your order, please email us at email@example.com. Please also include any photos that you think may be appropriate. We will try to resolve any issues as fast & efficiently as we can.
When will products be back in stock?
If a product is showing out of stock, we will be working hard to get this back on the website as soon as possible. Some of our products may be out of stock & will not be returning if they are seasonal or temporary products/scents. Sign up to our newsletter to receive emails regarding new/returning products & scents.
What payment methods do you accept?
We accept PayPal, Google Pay, Clearpay & Maestro/Mastercard/Visa & Amex.
You can also find a list of these in the footer at the bottom of our website.
Do you offer promo codes?
We may not always have a general promo code available, but if you are one of our lovely VIP's you have an automatic permanent 15% VIP discount. If you are always looking for promo codes, it may be worth signing up to our VIP Membership.
Alternatively any general promo codes available will always be advertised via our newsletters and social media.
Please ensure to sign up for our newsletter & follow us on social media to be the first to know what these are.
How do I sign up for your newsletter?
Scroll to the bottom of our website & enter your email address in the newsletter section.
How will I know when my order is ready to collect from store?
You will receive an email instructing this. Please make sure you bring your confirmation email & order number with you, so our team can easily assist you.
Where do I collect from?
From our South Yorkshire store.
The address is:
Unit 4B Rother Court
Mangham Road, Parkgate
When will my order be dispatched for delivery?
Your order can take up to 3 working days to be dispatched during busy periods. However, we do our best to dispatch any orders within 1 working day.
How much does delivery cost?
Under £35 Spend
£3.50 Royal Mail Tracked48 (2-3 working days)
£4.50 Royal Mail Tracked24 (1-2 working days)
- Over £35 Spend - Free (Royal Mail Tracked48)
How long does delivery take?
If you have chosen the Royal Mail Tracked48 service, this should take 48 working hours from when you receive your shipping email. If you have chosen the Royal Mail Tracked24 service, this should take 24 working hours from when you receive your shipping email
*Please note that delivery delays are out of our control & are possible depending on the time of year and how busy RoyalMail are
Can I track my order?
Tracking information will be sent to you via email, once your order has been collected by Royal Mail & out for delivery.
Do you deliver outside of the UK?
Unfortunately we do not deliver outside of the UK at the moment, but it is something we are working on.
Has my order been dispatched yet?
You will receive an email when your order has been dispatched. Once you have received your tracking number from Royal Mail, you can track this on their website or by clicking this link.
Do you accept returns?
If you are unhappy with your order for any reason, you are welcome to return this for a full refund, excluding postage. You must make us aware of this return within 14 days of receiving your product, by emailing firstname.lastname@example.org with your order number. We must then receive your product back in our store within 30 days of this email.
Your item must be in it's original packaging, unused & in a saleable condition, otherwise your refund may be refused. We do not cover the postage for returning your products, unless this is damaged or you were sent an incorrect product.
How to return a product?
Please ensure you have emailed us at email@example.com before sending your product back, so our team are expecting this. Please send your product back in its original packaging, unused and in saleable condition to the below address.
Unit 4B Rother Court
Mangham Road, Parkgate
How to create an account?
Click on the person button in the top right of our website, next to the basket, and select create account. Please use a valid email address & memorable password for your account. You will then receive an email to activate your account, please also check your junk/spam folder for this. The great news is, you will receive loyalty points just for creating an account with us!
I have forgotten my password, what do I do?
No panic, just select the 'forgotten password, button on the account login page. Enter the email address you signed up with & await an email to change this. Please also check your junk/spam folder if this doesn't arrive in your inbox.
What can I access in my account?
You can view your:
- Order history
- Registered address & you can also change this
- Loyalty points & how to redeem
- Referral code to gift £5 to a friend & receive £5 for yourself
How do I redeem my loyalty points?
- Click the green loyalty rewards button in the bottom right hand corner of our website
- Select the option 'Ways to redeem'
- Sign in at the bottom
- Click the 'redeem' button next to Order Discount
- Use the scroll bar to decide how many points you would like to redeem at this time (You can only redeem points in multiples of 100 points/£1)
- Copy the discount code & use this at checkout to receive your discount
Alternatively, you can also access this by logging in to your account (person tab) in the top right of our website.
You will find a dedicated FAQ section on our Subscription page, click below and scroll down to view them.
Haven't found what you are looking for?
Please feel free to email us at firstname.lastname@example.org
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