Frequently Asked Questions
We've collated a selection of questions we get asked regularly, to ensure you are properly informed.
What's the candle making process?
After we've melted our vegan friendly soy wax we add the correct amount to a measuring jug, infusing it with a dose of beautifully scented essential oil. Once it reaches the right temperature we pour the wax into the appropriate jar that we have added a wick to and leave it to set.
How quickly do I get my personalised candle or gift?
All of our personalised candles and gifts are made to order and therefore as soon as we receive a notification from yourself the team get straight on to making something unique and special for you! In most case we are able to dispatch your product the next working day.
Which delivery partners do you use?
We will normally ship your products using Royal Mail's 1st or 2nd Class services, who estimate a delivery time of 2 working days for 2nd class and 1 working day for 1st class. In the rare event that there is strike action or Royal Mail are unable to meet the above delivery times we do use alternative shipping providers such as Evri or DPD.
What if I want to change some of the non-personalised elements on your candle labels?
Get in touch and let us know your vision and our creative teams will take a look and try to work their magic!
Why do you put your diffusers in science beakers and conical flasks?
We love to add a sprinkle of creativity to everything that we do and wanted to bring our customer back to those days in chemistry class where you were able to experiment with all manner of crazy things!
Can I return my item?
We do offer customer funded returns for non-personalised purchases up to 30 days after purchase, just get in touch with our friendly customer support team! If your item is personalised and made just for you we unfortunately do not accept returns, with the exception of faulty goods. Overall, we want to make sure you love your purchase from us so if you have any questions whatsoever, please don't hesitate to reach out.
How do we get in touch with you?
The quickest way to get in touch with our customer service team is via the chat function on our website, however, if you email firstname.lastname@example.org one of our friendly customer support team will get back to you.
I want to personalise something I already own, can you help?
We never say no to a challenge, the chances are that if your item is made from metal, glass or has a flat surface to add vinyl to then we can personalise it... reach out to our friendly team to discuss your specific project!
Still have more questions?
Get in touch and a member of our friendly customer support team will get back to you.