Frequently Asked Questions

Delivery & Shipping

How long does UK delivery take?

Orders are usually processed within 1–2 working days. After dispatch, UK delivery normally takes 2–5 working days. During busy periods, delivery may take slightly longer.

Which courier do you use?

Most smaller UK orders are sent by Royal Mail. Larger orders may be sent by courier.

Can I choose where my order is delivered?

Yes. Your order will be delivered to the shipping address you enter at checkout. Please check your address carefully before placing your order, as changes may not be possible once processing has started.

Do you deliver internationally?

We currently focus on UK delivery to keep shipping reliable. If international delivery becomes available, it will be shown at checkout.

Do your prices include delivery?

Delivery charges are calculated at checkout based on your order and delivery location.

Orders & Payments

What payment methods do you accept?

We accept major debit and credit cards and other payment methods shown at checkout.

Are taxes included in the price?

Our product prices are shown at checkout before payment. Any applicable taxes or delivery charges will be displayed before you place your order.

Can I amend my order after placing it?

If you need to change your delivery address or add delivery instructions, please contact us as soon as possible after placing your order. We will do our best to help, but changes cannot be guaranteed once the order has started processing.

Will my order arrive in branded packaging?

Your order may arrive in plain outer packaging. Individual products may still include manufacturer labels, ingredient labels, or legally required safety information.

Returns & Refunds

What should I do if my item arrives damaged?

If your item arrives damaged, faulty, missing, or incorrect, please contact us within 48 hours of delivery. Include your order number and clear photos of the item and packaging so we can investigate and help resolve the issue.

What if my order has not arrived?

If your order has not arrived within the expected delivery time, please contact us as soon as possible. We will check the tracking information and investigate with the courier where needed.

What if my item develops a fault later?

If you believe your item has a manufacturing fault, please contact us with your order number, photos, and a description of the issue. Faults caused by misuse, accidental damage, normal wear and tear, improper storage, or unauthorised changes may not be eligible for refund or replacement.

Can I return an unwanted item?

Unused and unopened items may be eligible for return if they are in original packaging and suitable for resale. Please contact us before sending anything back. Items returned without approval may not be accepted.

Who pays for return shipping?

For unwanted items or customer-error returns, the customer is responsible for return shipping costs. If the item is faulty, damaged, or incorrect, please contact us first so we can review the issue.

Which items cannot be returned?

For hygiene and safety reasons, opened or used personal care products, cosmetics, sealed hygiene products, earrings, and similar items cannot be returned unless faulty.

Can I return a candle or opened oil?

For hygiene and safety reasons, opened or used products cannot usually be returned unless faulty. Unused candles in original packaging may be eligible for return.

What remedy will I receive if my claim is approved?

If your claim is approved, we may offer a replacement, refund, or another suitable solution depending on the issue.

Products & Packaging

Why does my product look slightly different from the photo?

Some product images may show styling props, sets, or product variations. Please check the product title and description carefully to see exactly what is included in your order.

Why is the colour or appearance slightly different from what I expected?

Because some of our products are natural, handmade, or artisan-style, slight variations in colour, texture, shape, scent, or finish may occur. These variations do not usually affect product quality.

Do you offer gift wrapping?

At the moment, we do not guarantee gift wrapping unless it is specifically offered on the product page or at checkout.

Essential Oils

Are essential oils suitable for diffusers?

Yes. Many essential oils can be used in diffusers or oil burners. Always follow the product label instructions and use only the recommended amount.

Can essential oils be applied directly to the skin?

Essential oils should not usually be applied directly to the skin unless properly diluted and clearly labelled as suitable for skin use. Always read the product instructions before use.

Are essential oils safe around pets?

Some essential oils may not be suitable around pets. If you have pets at home, please check carefully before using essential oils and keep oils away from animals.

Can essential oils be ingested?

No. Our essential oils are not sold for internal use. Do not swallow or ingest essential oils.

Why does the scent or colour vary slightly between batches?

Natural essential oils may vary slightly in scent, colour, or appearance between batches. This is normal and does not usually affect quality.

Fragrance Oils

Are fragrance oils the same as essential oils?

No. Essential oils are usually plant-derived, while fragrance oils are created for scent and home fragrance use.

Can fragrance oils be used on skin?

Fragrance oils are for home fragrance use unless the product specifically says otherwise. Do not apply fragrance oils to the skin unless they are clearly labelled as skin-safe.

Can I use fragrance oils in an oil burner?

Many fragrance oils can be used in oil burners. Always follow the product instructions and never leave a burner unattended.

Can fragrance oils be used in diffusers?

Only use fragrance oils in diffusers if the diffuser and product instructions say they are suitable. Some diffusers are designed for essential oils only.

Candles

How should I use candles safely?

Place candles on a heat-resistant surface, away from curtains, children, pets, and flammable items. Never leave a burning candle unattended.

Why does my candle look slightly different from the photo?

Some candles may vary slightly in colour, shape, finish, or texture due to natural materials, handmade production, or batch variation.

Incense & Smudging

How should I burn incense safely?

Burn incense in a suitable incense holder on a heat-resistant surface. Keep away from children, pets, curtains, and flammable materials. Never leave burning incense unattended.

Is incense safe to use indoors?

Incense can be used indoors in a well-ventilated space. Avoid using it in small enclosed rooms, and stop use if irritation occurs.

Can incense smell different from batch to batch?

Yes. Natural or handmade incense may vary slightly in scent, colour, or appearance.

Wax Melts & Oil Burners

How do I use wax melts?

Place a wax melt in a suitable wax burner and use according to the burner instructions. Do not add water unless the product specifically says so.

Can wax melts be reused?

Wax melts can usually be reused until the fragrance fades. Once the scent has gone, allow the wax to cool before removing it safely.

Are wax melts the same as candles?

No. Wax melts do not have a wick. They are designed to be warmed in a suitable wax burner.

Can I leave wax melts unattended?

No. Never leave a tealight burner, electric warmer, candle, or wax melt unattended while in use.