DELIVERY & RETURNS POLICY:
DELIVERY:
We deliver to England, Scotland and Wales (We do not deliver to Ireland due to GSPR rules that came in effect in 2024.)
If your order is under £40.00, we offer a flat rate postage and packaging fee of £3.95.
If your order exceeds £40.00, you will get free delivery.
Ideally we aim to despatch your order within 48 hours, but it can take up to 5 working days (depending on the influx of orders for that particular day.) This time frame may be longer, if you are located in Scotland, and Wales. Our preferred method of delivery is signed/tracked or both so please ensure you are available for receipt of your goods.
Our preferred courier are Royal Mail but for largely discounted or promotional offers, we may use Evri:
For Royal Mail tracking, click 'here
For Evri tracking, click 'here''
- Royal Mail generally deliver Monday to Saturday, however, sometimes they will also attempt deliveries on a Sunday. They do not work on Bank Holidays.
- If you have the option and choose to change your delivery address/location directly with them, we will not be held responsible for items that go missing/get misplaced.
- Please ensure you provide your correct and up-to-date mobile number & email address to get tracking updates (if applicable) and for us to call /email you if we have any queries/problems regarding your order.
Despatch Times:
On the odd occasion, there may be external conditions that may affect despatch times (that are beyond our control,) and due to this it may take slightly longer for you to receive your item, but we will always attempt to get your orders out in a timely fashion. If you haven't received your item after the general despatch times at the top of this page, you are welcome to chase the delivery by clicking 'here' and filling out all relevant details.
Promotional Offers:
Please also note that when we run promotional offers, we may use an alternative courier/method of postage to above.
Custom Clearance Or Duty Charges/Fees::
Billing & Delivery Address:
Make sure that the cardholder's name, billing address and shipping address match otherwise your order will be cancelled.. This is to prevent fraudulent/unauthorised transactions in someone else's name.
December Deliveries:
Due to the Christmas rush and general delay in postal services, it is advisable to place your order within the first two weeks to ensure you receive your item in time for Christmas.
RETURNS POLICY:
GENERAL NOTE FOR JEWELLERY RETURNS: - We do NOT allow ANY of our jewellery pieces to be taken out of its packaging, be worn and then sent back to us for a refund (unless they are faulty and must be reported to us within 48 hours of receipt). All items must be left in its original packaging with its seals/tags intact in order for you to obtain a full refund. Please see below in the (unwanted goods section) or the (faulty/damaged goods) section for further information, depending on the reason for your return.
RETURNS POLICY (UNWANTED GOODS:)
Please note that ALL returns must be sent back using the postal service with a returns number issued by us. See below for further information:
We want our returns policy to be as simple as possible, so as long as you meet the following requirements, the process should be straightforward.
1. Firstly please note that personalised items cannot be returned/refunded (unless the personalisation has been done incorrectly by us.)
2. To start the returns process, please click 'here' and fill out the form with the information that is requested.
3. Please allow 48 hours for us to respond back with a returns number along with a returns address for you to send your items/items back to us. Please ensure all items are adequately packaged, with the internal packaging tags/labels intact, with all the items/products unworn/unused, and in their original state, along with any free items/gifts (if applicable) within 30 days of the purchase date. Please use a trackable/insured method as you will not be eligible for a refund if we cannot track/confirm receipt of the goods.
4. Once received and inspected by us, we will refund the item cost back to your original payment method (excluding postage and packaging costs) within 7 working days of receipt.
RETURNS POLICY (FAULTY/DAMAGED GOODS:)
Please note that ALL returns must be sent back using the postal service with a returns number issued by us. See below for further information:
Each order is thoroughly checked and video documented by us before despatch to ensure everything is in immaculate condition before it leaves us, but in the event you have received a faulty item we need to know within 48 hours of receipt to investigate.
Please note the following before contacting us.
We will not send a free prepaid returns label in the following instances (for wax melts specifically) as these are not a manufacturing issue and therefore not deemed faulty/damaged, as these issues do not affect the product outcome/efficiency:
A. Dips or uneven edges - As everything we make is hand-poured/hand-made, it is natural for this to occur and it does not affect the scent or burn quality, etc.
B. Frosting - Plant based soy wax when mixed with fragrance oil can form frosting. It is a natural occurrence caused by the crystallization of soy wax as it cools and hardens. especially when subjected to temperature fluctuations. however it doesn't affect the scent or burn quality.
C. The rhinestones falling off the packaging - we can send replacement rhinestones if needed.
1.. Personalised items cannot be returned/refunded (unless the personalisation has been done incorrectly by us.)
2. To start the returns process, please click 'here' and fill out the form with the information we have requested. Make sure you include clear photographic evidence of the inner and outer packaging, along with all of the items you are reporting as faulty/damaged, so that we can conduct our investigation thoroughly. When you send over any images (please note that if they exceed 15MB in total,) you may need to send us several messages as this is the limitation per message. If you do, please make sure that you type your order number on each message so that we can keep track of all of your messages.
3. Please allow 48 hours for us to acknowledge your request.
4. If we are at fault, we will issue a returns number and email you an Evri (formerly known as Hermes) trackable return label for you to return via your local parcel shop or locker drop-off. Please ensure all items are adequately packaged, along with any free items/gifts (if applicable) within 30 days of the purchase date.
5. Once received and inspected by us, we will refund the item cost back to your original payment method within 7 working days of receipt.
If you have any further questions, please do not hesitate to contact us by clicking 'here'.
