Frequently Asked Questions
ORDERING
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Are your products suitable for vegans?
All of my soy candles are made with 100% eco soy wax and either pure essential oils or high grade perfume oils. They are cruelty free and all of my products do not contain any animal derived ingredients.
Where are your products made?
I make every single product by hand in my workshop in the Peak District. The whole process is done in-house by myself.
Can I get samples before ordering?
Sadly I don't offer free samples before placing an order.
Are your products made with essential or perfume oils?
I use both essential oils and perfume oils in my products. This allows me to get a great range of scents and also makes my products excellent value for money. I include a list of the ingredients on each product page to help you make the best choice.
How will my order be presented?
I am proud to use completely plastic-free packaging. Each product is individually presented in either a recyclable box, recyclable brown paper or eco-friendly glassine bags. These will then be placed in a box with further brown paper for packing and wrapped with brown paper tape. All my packaging can be reused and recycled. I also include safety & care leaflets relating to the products that you have purchased.
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DELIVERY
How much is delivery?
Delivery is calculated on the contents of your basket. I also offer free standard shipping when you spend over £40 online.
Do you deliver internationally?
At the present time I do not ship my products outside the UK but this is something I would like to offer in the near future.
Who will deliver my parcel?
I use Royal Mail for all of my deliveries.
How will I know when to expect my parcel?
You will be sent an email when your parcels leaves my workshop. For 2nd Class orders being delivered by Royal Mail I estimate a delivery lead time of 2-4 working days. Royal Mail parcels are sent on a signed-for service and you will be able to check on the status of your delivery via a link in your dispatch notification.
What if I'm not home when my parcel is delivered?
If you are out when your parcel is delivered your parcel will either be left safe on your property, with a neighbour or taken back to the sorting office if neither of those options is possible. You will be left a card with details to arrange re-delivery or collection from the sorting office.
What shall I do if I'm having problems with my delivery?
If your delivery isn't going to plan then please contact me right away. I am here to help sort out the issue and will do everything I can to get your parcel to you. You can email me at essentialiesesoycandles@gmail.com
My parcel was damaged, what shall I do?
If you've received your order and something has been damaged during delivery please let me know right away. Please email me with details of your delivery, what's damaged and a photo if possible and I will arrange replacements or a refund, depending on the situation and what you'd prefer. I request that all damages are reported within 48 hours of delivery.
Something is missing from my parcel, what shall I do?
I work extremely hard to ensure that your order arrives with you with all of the products that you have ordered. If it should be that something is missing please let me know as soon as possible and I will rectify this as quick as I possibly can and send you massive apologies!
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