FAQ’s
Can I cancel my order?
Yes, we accept order cancellation but this is only possible before a product is shipped. If the order is cancelled in time, you will get a full refund. We cannot cancel an order if the product has already been dispatched. Please contact our customer support team via email to: [email protected] and we will be happy to assist you.
Do I have to have an account to shop with you?
No you can check out without registering for an account with us. If you wish to register for an account simply tick the box.
How do I track my Order?
We will send you an email with your tracking number when we dispatch your order (Proof of Purchase). You can track your order on Royal Mail Tracking by clicking the ORDER TRACKING link at the bottom of our Home Page.
Do you ship overseas?
We ship our scented candles, diffusers and perfume products to UK mainland only (exclusions apply see our Returns policy). All other items, T-shirts, Hoods, Jewellery, Candle Kit Accessories can be shipped overseas. If you would like to order any of the permitted products to be shipped overseas, please contact [email protected] to obtain a price for shipping.
Will I be charged duties and taxes?
Any customs duties will be the responsibility of the Buyer. For further information please see our full Delivery Policy.
Can I change my order (e.g. address, size or colour)?
Feel free to reach out to us within 2 hours of placing your order and we will do our best to accommodate the change before the order is processed. Kindly note that our team works extremely hard to get your order dispatched as quickly as possible, we are unable to guarantee the change.
What is your return and exchange policy?
How much is the return shipping fee?
The return shipping fee depends on your preferred method of return by Royal Mail. We recommend you use a Tracked/Recorded Royal Mail Service. We need to make it clear to the Buyer that any transportation charges arising from the return or replacement of the goods will be borne by the Buyer.
When will I receive my refund?
Our warehouse will process your order within 5 days after receiving the return. When accepted, please allow up to 14 days after that to receive your refund. If you have not received your refund after 14 days please contact our customer support team.
If you have any other questions please contact our customer support team via email to: [email protected]