Frequently Asked Questions

Have questions? We have answers.

Orders & Subscriptions

Learn about your Orders and Subscriptions here.

How long will my order take to arrive?

If your product is in stock we aim to dispatch the morning following the day of your order. We use Royal Mail's Tracked 48 service and they aim to deliver within 2 days.

Timeline:
Monday: Order received.
Tuesday: Royal Mail collect from us.
Wednesday: Royal Mail might deliver.
Thursday: Royal Mail should deliver.

Note:
If you have requested a bespoke candle or something with engraving please allow another 24 hours.

Can I cancel my order?

Depending on the status of your order, it may be possible to cancel the order. Contact us.

In the UK, Distance Selling Regulations, are primarily governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which grant consumers a 14-day cooling-off period to cancel distance contracts (online, by email or by phone) without reason.

We do everything to ensure your consumer rights are respected without pressure so feel free to talk to us.

If you have requested a bespoke customisation then you cannot cancel once we have completed your order.

Returns

Learn about how we handle returns here

What is your return policy?

We want to make sure you love what you buy! We offer free returns for 30 days on all eligible items and free exchanges for 90 days. Items must be unopened with all tags attached.

How can I start a return?

Contact us by email or phone.

Products

Learn more about our products in this section.

Are your candles hand made?

Yes, we make them ourselves, by hand, in our little workshop here in Pocklington. We inspect every single candle visually before we dispatch it, to ensure the quality you deserve.

Can I buy your products anywhere else?

No you cannot buy our products anywhere else.

We only sell Vessel and Essence Candles through this website. We do this for several reasons.

We maintain quality control. Your candle will not be handled by anyone we do not know, other than the Royal Mail.
We remove the risk of impersonators selling counterfeit products.
We establish a relationship with each and everyone of our customers.
We do not want to over stretch ourselves. We love making our candles and don't want to feel the pressure of having to maintain stock supplies into other vendors or third party market places.

I have another Question

Shoot! If you want to know anything else please ask. Unless you are asking about some of the "secret techniques" that we use when making our candles.