Please make contact if you have any queries and/or problems, big or small; we will always strive to ensure a satisfactory resolution is reached as soon as possible.
All UK orders will be shipped via Royal Mail Second Class Tracked (£1.95 for melts and tealights, and £3.95 for everything else).
Please allow a processing time (time between order and dispatch) of up to 2 weeks for orders of most items; timings for custom items will be agreed separately. We will always try to make and dispatch your order as soon as possible; the time of up to 2 weeks allows an adequate window should production not run smoothly, or additional materials need to be purchased for us to complete your order. Once your order has been dispatched, you will be sent your tracking number. If you have any issues or queries regarding postage, please email as soon as possible – firstname.lastname@example.org. Please message us if your order is a gift and/or there's a higher level of urgency required; we can arrange individual timings if you require.
Etsy is the preferred channel, due the buyer and seller protections it offers. However, if you would prefer, we also accept payment via Paypal, Stripe, or direct bank transfer. Please contact us for more details.
Payment - Non-Custom Items And Listed Custom Items
Item(s) cost and cost of P&P will need to be made at the time of purchase; unfortunately no item can be dispatched or handed over until payment has been made.
Payment - Individually-Priced Custom Items
Once a design and price has been agreed on, half of the item’s price will be made via Paypal or direct transfer; the 50% cost will cover the time and materials used to create the item. If you are happy with the result, the other 50% + P&P cost will be taken.
Non-custom orders can be cancelled and refunded at any point prior to dispatch. Custom orders can be cancelled and refunded up to three days after first payment.
We are happy to refund any non-custom unwanted purchases if we are notified within five days of you receiving your item(s); please send your item(s) back using a recorded service and email us proof of return-postage cost. Once received, we will refund the cost of the item(s), the cost of original postage, and the cost of return postage. Please contact us to know the return destination. If an item arrives damaged, please contact us as soon as possible. If you have any questions, queries, or issues, message us and we’ll do our best to seek a resolution (please allow up to one day for a reply). Unfortunately custom orders cannot be refunded.
Please do get in touch if you have and candle queries whatsoever – email@example.com.