DELIVERY & RETURNS POLICY 

Delivery:

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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 £60.00, we offer a flat rate postage and packaging cost of £1.99.

If your order exceeds £60.00 it will be free.

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Ideally we aim to despatch your order within 48 hours, but it can take up to 5 working days so please be patient.  This time frame may be longer, if there are deliveries around special occasions as detailed further below on this page or if you are located in Scotland and Wales. 

Please note for tracked items, the delivery times are an aim/estimate and not guaranteed by Royal Mail (E.G) 48hr tracked does not mean you will receive the item within 48hrs.  They aim for 48 hours but it can take longer than this.

Our preferred method of delivery is tracked, so please ensure you are available for receipt of your goods.
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Our preferred courier is Royal Mail but for promotional offers, we may use Evri. 

Click on the relevant link below to check the progress of your delivery:

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Royal mail tracking
 

Evri tracking
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- 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, such as choosing a safe place and the item goes missing/gets lost, we will not be held responsible.

- 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.  

Collection:
We offer a free in-person collection option for customers who are able to collect in Nottingham - NG8 5NP postal code area however please note the following;

27/11/2025 - until further notice.
Please note this option below is currently unavailable as our website provider are having problems implementing it correctly.  Currently our home delivery option should be the first drop down box that appears (as it is the one most likely to be selected by customers) followed by the in-person collection option, however it keeps giving the in-person collection option first, so customers who haven't read this section of the website would assume that another option doesn't exist and think we only deliver to the post code below.)  Due to this we have had to remove this facility for now.  Once the issue has been resolved, we will re-add this in-person collection option again.  We are sorry for any inconvenience caused.

We only offer an in person collection to Broxtowe Lane NG8 5NP which is free (for up to 5 working days after you have placed your order.) 

Please call 0330 133 2140 / 07434 806 908 to arrange a suitable date/time to pick up your goods during this time frame.  The time arranged needs to be strictly adhered to as our team collect your order from a secure storage facility prior to the meet up.  The order is not left at a physical store for you to collect. You must also bring your order receipt with you as proof of purchase as you will not receive the goods without this.  We will also require a signature and will be taking photographic proof of the handover.

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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 contact us.

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Promotional Offers:

Please also note that when we run promotional offers, we may use an alternative courier/method of postage to above.

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Custom Clearance Or Duty Charges/Fees::

We are not responsible for any delays caused by customs clearance/duty charges or fees payable on the import of any products,  You (as the buyer) are responsible for these.

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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.

Christmas/Special Occasion Deliveries:
Due to the general rush and delay in postal services, it is advisable that you place your order at least 1-2 weeks prior to any special occasions such as Christmas, Valentine's Day, Mother's Day etc to receive your order in time.

 

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Returns Policy:

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We want our returns policy to be as simple as possible, so as long as you meet the following requirements, the process should be simple and straightforward.

 

Returns Policy (Unwanted Goods:)

All returns must be sent back using the postal service with a returns number issued by us.

Please note that personalised items cannot be returned/refunded (unless the personalisation has been done incorrectly by us.)

Pierced jewellery items (earrings) are non-refundable if you have opened the packaging (due to hygiene reasons) unless they are faulty/damaged, in which case follow the faulty/damaged goods procedure further below.

 

To start the returns process, please contact us by filling out the information requested on the form.​​

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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.  

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All items/products must be sent back unworn/unused/unopened, in their original state with tags/seals intact, along with any free items/gifts (if applicable) within 30 days of receipt.

Please ensure all items are securely packaged in a jiffy/mailer bag or in our original packaging and use a trackable/insured method as you will not be eligible for a refund if we cannot track/confirm receipt of the goods. 

Use the contact us form to send us your proof of postage/tracking number.

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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. 

 

If you have any further questions, please do not hesitate to contact us. ​​​

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​Returns Policy (Faulty/Damaged Goods:)

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All returns must be sent back using the postal service with a returns number issued by us.  ​​
 

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:

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​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. 
D. Wax melt scent not being as expected - we will only accept wax melts back if they are unopened and unused. The scent not being as expected is subjective as everyone will have a different opinion of what they think is accurate, based on what they like/prefer etc. 

E. Scent strength not being strong enough - we will only accept wax melts back if they are unopened and unused. 
In terms of the scent strength not being strong enough, we use the maximum allowance of fragrance oil legally allowed in the U.K so this cannot be adjusted unfortunately.

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Each order is thoroughly checked and photographed/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, you will have 30 days of receipt to inform and return all of your item/items back to us (including any free items/gifts if applicable.)​

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To start the returns process, please contact us by filling out the information requested on the form. 

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Please allow 48 hours for us to acknowledge your request.

 

I​f 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 in a jiffy/mailer bag or in our original packaging.

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Once received and inspected by us, we will refund the item cost & postage and packaging costs, within 7 working days of receipt. 
 

If you have any further questions, please do not hesitate to contact us.