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FAQs

Product FAQS

How do I use your wax melts?

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. 

I haven't got a wax burner, can you provide one?

Yes you can order wax burners on our website by going directly to the Wax Burners page.

You can also buy a bundle which contains a wax burner & a selection of wax melts.

How long does a wax melt last?

Wax melts last around 6-8 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 a new wax melt.

You can also allow the wax to harden by adding your wax burner tray (if electric) or full wax burner to the freezer for the wax to harden further. After 30 minutes, remove this from the freezer & throw the hardened wax block away. If using this method, please ensure you allow the burner to get to room temperature before lighting or turning on.

Are your products safe to use around pets? 

Yes they are. We use fragrance oil in our wax products, instead of essential oils, which can be toxic to pets. We also have a furry friend who isn't affected by our products  🐾

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General FAQ's

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 to sort at the local depot.

If you haven't received this email yet, please email support@forelo.co.uk to find out if your order has been prepared and it can be amended. 

Unfortunately you cannot amend your order once the order has been shipped.

What if there is something wrong with my order when it arrives?

If you have any issues with your order, please email us at support@forelo.co.uk. 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. Sign up to our newsletter to receive emails regarding new/returning products & scents.

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

How can I contact you?

You can email us at support@forelo.co.uk

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Delivery FAQs

When will my order be dispatched?

Your order can take up to 5 working days to be dispatched during busy periods. However, we do our best to dispatch any orders between 1-2 working days.

How much does delivery cost?

  • Under £35 Spend -  £3.50 Royal Mail Tracked48 (£4.50 Royal Mail Tracked24 sometimes available)
  • 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 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 from Royal Mail, once your order has been collected & out for delivery.

Do you deliver outside of the UK?

Unfortunately due to current circumstances we do not deliver outside of the UK, but it is something we are looking to reintroduce.

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.

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Subscription FAQ's

You will find a dedicated FAQ section on our Subscription page, click below and scroll down to view them.

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