Contact Us

48 hour enquiry response time (Mon-Fri 9:30-6pm). Please only email us once on one platform to avoid our linked systems pushing your query back in the queue.

Save yourself the hassle of emailing us and waiting 48 hours for a response by reading our FAQs below, where we've answered the most common questions. 

CHECK YOUR ORDER & TRACKING INFO

You can check the status of your order via the 'My Account' section of our website or the email address used when ordering. This will also show tracking information within 48 hours (Monday-Friday) of order - this is updated when we process your order. 

Please be aware that we don't offer a 'Next Day Delivery' service. Our Tracked 24/DPD service is usually received on the next working day following dispatch and is in addition to our dispatch lead times as shown at the top of our website.

Royal Mail collect from us twice a day, DPD collect from us once a day. There may be a day or so lag with some Royal Mail order statuses changing on Royal Mai's system, especially during busier periods of activity - such as the run up to Christmas. If your tracking information shows, your order is collected by Royal Mail usually the same day, but sometimes next day (Mon-Fri).  

AN ITEM IS MISSING FROM OR BROKEN IN YOUR ORDER

Please contact us with a photograph of the box, item if necessary and order slip. We will clarify with the relevant staff member from within our dispatch team and get back to you. 

AN ITEM WITHIN YOUR ORDER HAS NO SMELL

We sell hundreds of thousands of wax melts each year, with a repeated production process several dozen times a day, five days a week. Products are produced in multiple dozen batches and those same batches enjoyed by many others.

If you feel a product has no smell, please return to us at 53-59 New Tythe Street, Long Eaton, NG10 2DL in the condition you received it. If we agree your item has no scent, we will refund you in full including your return postage costs. If we deem it has a scent, you become liable for the return postage costs, though we will still refund the product cost. 

Sometimes in this instance, we're able to quickly work out whether a product has a poor scent quality or not, owing to having huge stock levels. We also regularly and randomly test many of our products. Poor scent can also be the a cause of local factors, including the type of burner you're using, size of your room and even symptoms of Coronavirus can cause a lower sense of smell. 99% of our large customer base are incredibly happy with the quality of our products and the value in terms of price point, with many repeat customers. 

PLEASE USE THE CONTACT FORM BELOW IF WE HAVEN'T ANSWERED YOUR QUESTION ABOVE.