Do you have any questions? Check out our Frequently Asked Questions below. If you still need help please contact us.
Orders/Payments
How do we order?
Order via our website (Recommended):
Please order off the website for a smooth check out - messages via Facebook or Instagram can get easily lost and can cause issues.
If you want to order via email - please use this Email
What payment methods do you accept?
We accept all major debit/credit cards.
Future payments on Klarna, ClearPay, Apple/GooglePay will be available soon.
What’s your minimum order?
None! :)
There is no minimum order, enjoy shopping!
Do you take pre-orders?
Yes, we only take pre-orders when an item is sold out.
If a product is available to purchase while showing as a pre-order, it means the current batch has sold through and your order will be included in the next production run.
Our usual turnaround time for pre-orders is up to 2 weeks.
However, your order may ship sooner if the item has already been made and is currently in the curing process.
We always dispatch pre-orders as soon as they are ready and you’ll receive a confirmation email once your order ships.
If you have any questions regarding to your pre-order, please get in touch with us.+
I missed something from my order, what can I do?
Please get in touch with us within 12 hours of your order, once 12 hours is gone - your order will be likely to be dispatched:
Facebook & Instagram is not ideal for contacting us as messages can be missed. Please stick to the online portal or email provided.
Contact us: Click Here
Email: Click Here
Online Chat: Click on "Chat" in bottom right corner of the website.
I haven’t received an order confirmation, what do I do?
Order confirmations are generated automatically by our system. Please check your junk/spam inboxes - it will be sent to the email used at checkout.
I haven’t received a response to an email, what can I do?
The only way to contact us is by these 3 options:
Facebook & Instagram is not ideal for contacting us as messages can be missed. Please stick to the online portal or email provided.
Contact us: Click Here
Email: Click Here
Online Chat: Click on "Chat" in bottom right corner of the website.
There is something missing from my order, what do I do?
Please get in touch with us within 48 hours of your order arrival.
Please make sure you do explain what you are missing and also please provide evidence (copy of your order).
Facebook & Instagram is not ideal for contacting us as messages can be missed. Please stick to the online portal or email provided.
Contact us: Click Here
Email: Click Here
Online Chat: Click on "Chat" in bottom right corner of the website.
There is something broken in my order, what do I do?
Please get in touch with us within 48 hours of your order arrival.
Ensure to provide evidence and explain what has happened/what is damaged.
Facebook & Instagram is not ideal for contacting us as messages can be missed. Please stick to the online portal or email provided.
Contact us: Click Here
Email: Click Here
Online Chat: Click on "Chat" in bottom right corner of the website.
Something I want it out of stock, how do I know when it’s coming back?
When an item is out of stock, it will either appear as sold out or be available to purchase as a pre-order.
If pre-ordering is available, this means the item is already in production and will be restocked soon - our usual turnaround time is up to 2 weeks, though it may return sooner if it has already been made and is currently curing.
If pre-ordering isn’t available yet, we recommend checking back soon or following us on social media for restock updates. We always restock in small batches and announce returns as soon as they’re ready.
I commented with a question about my order and you haven’t responded (Social Media)
To protect your privacy and comply with GDPR and confidentiality guidelines, we’re unable to discuss or resolve order-specific enquiries in public comments.
If you’ve commented about an order, we may not respond publicly - instead, we ask that you contact us directly via email, LIVE CHAT or Contact Us page, where we can safely access and discuss your order details.
We always aim to respond as quickly as possible and appreciate your patience, especially during busy periods.
I want to cancel my order, I’ve changed my mind.
Because we prepare and dispatch orders quickly, and all of our products are handmade, cancellations aren’t always possible.
If your order was placed before 1pm, you may request a cancellation up until 1pm on the same day. After this time, your order will already be in preparation or production and cannot be cancelled.
Orders placed after 1pm are processed the next working day and unfortunately cannot be cancelled once submitted.
If you believe there has been an error with your order, please contact us as soon as possible and we’ll do our best to help.
Tracking & Delivery
How much is shipping?
Our shipping is based on weight of the products.
Letterbox (Wax Melt Bars ONLY)- max of 6 bars, if more it'll be on 0-2kg parcel) = £2.50
Based on 0-2kg Orders (Average Order):
- Royal Mail 48H Tracked (Order before 1pm) = £3.50
- Royal Mail 24H Tracked (Order before 1pm) = £5
Based on 2kg-20gk Orders (Large Order):
- Royal Mail 48H Tracked (Order before 1pm) = £11.50
- Royal Mail 24H Tracked (Order before 1pm) = £13.50
Once you reach a minimum of £100, you get free delivery!
Collection is free - Doncaster & Rotherham.
Do you ship internationally?
No not yet, but hoping to in the future ♥
What is your turnaround?
For in-stock items, orders are dispatched within 1–2 working days.
If your order includes a pre-order item, dispatch can take up to 2–2.5 weeks, depending on where the item is in our production and curing process. Some pre-orders may ship sooner, but we always quote the maximum timeframe so you know exactly what to expect.
Once your order is on its way, you’ll receive a dispatch confirmation email with tracking details.
I haven’t received my tracking information, what do I do?
Please ensure you do check your spam/junk folder - give it few hours and if still nothing, please get in touch with us and we will resend the tracking information.
Reminder: Facebook & Instagram is not ideal for contacting us as messages can be missed. Please stick to the online portal or email provided.
Contact us: Click Here
Email: Click Here
Online Chat: Click on "Chat" in bottom right corner of the website.
Contact & Returns
How do I contact you?
We have three methods of communication - email, our designated online portal for any after sales enquiries or via contact us page.
Facebook & Instagram is not ideal for contacting us as messages can be missed. Please stick to the online portal or email provided.
Contact us: Click Here
Email: Click Here
Online Chat: Click on "Chat" in bottom right corner of the website.
I no longer need the items I’ve received, can I return them?
We’re sorry, but we do not accept returns or exchanges.
Due to the nature of our products and the way they are made, all sales are final. However, if there is an issue with your order - such as receiving a damaged or incorrect item, please contact us and we’ll be happy to help resolve it.