Customer Service
How can I pay?
You can pay with either Debit / Credit Card or Paypal.
What are the delivery/shipping charges?
You’ll be charged a flat rate for delivery within the UK. This will be applied per order, not per item. Please contact us directly to discuss overseas postage.
How do I track my order?
We’ll email you to confirm you order and also let you know when it’s being made. If you’ve chosen a postal delivery option, we’ll send you a tracking number so you can follow your package.
Can I collect my order?
We offer free collection and delivery within the Surrey area of KT15–KT13.
What’s the turnaround time for made-to-order products?
We aim to make and ship your order within two weeks of you placing it. However, COVID-related delays with some of our suppliers can extend this time. In these situations, we will aim to get your order to you as quickly as we can.
How do I get a refund?
If you change your mind you have 48hrs to cancel your order.
What if I’m not happy with my order?
Please let us know within 14 days of your purchase if you are not satisfied as you will be entitled to a refund.
Candle Care
Wax Care:
Light your candle in a well ventilated-room and keep away from draughts and fans as this will prevent sooting.
To prevent tunneling make sure you burn your candle for a minimum of 1.5-2 hours at any one time. This will ensure that the wax will pool completely to the edge of the glass.
Never burn for more than 4 hours as the wick could move or slant.
Wick Care:
Keep the pool of wax free of any wick debris.
After extinguishing your flame with a snuffer, centre and straighten the wick. Burning for too long can cause the wick to move or slant.
To prevent tall flames, smoking or sooting make sure to keep the wick trimmed to about 5mm (only do this once the wax has set).
Home Care:
Never leave a candle burning unattended.
Make sure you put the candle on a heat-resistant surface.
Remember not to move or touch a candle.
As long as you keep your wick short and burn for no longer than explained, you can expect the following burning time..
Small - approx. 20 hours
Medium- approx. 30 hours