Shipping/when will my order be delivered?

All orders are dispatched within just 2 working days from the date of your order and delivered by Royal Mail within 2-4 business days. *Delivery times may vary in busy periods. Any major delays will be advertised on the website and Instagram.

Where is my order?

If your order has not arrived within the delivery time scale mentioned above, please get in contact with us right away and we will track your order for you. Before getting in contact, please ensure Royal Mail have not left your item in a safe place or left a missed delivery card. Remember to include in your email the order number, full name and shipping address. We will resolve the issue for you right away. 

My order has arrived damaged?

If your order has been damaged whilst in transit, please get in contact straight away or within the first 2 days of receiving your order. An item refund or replacement will be arranged for you straight away. Contact: info@thesoycandleco.co.uk with your order number and full name. Refunds or replacements will not be issued if we have not been notified within 2 days of receiving your order.

How do I return an item?

Items must be returned within 7 days from the date of purchase for a full refund, excluding delivery costs. The item must be in its original condition and not damaged. We recommend sending returns via tracked delivery to ensure safe delivery and using bubble wrap to protect the items. Refunds will not be issued for damaged items if not properly wrapped. Refunds will be processed within 5 days of receiving the item back. Please note, bespoke/private label orders are non-refundable.

Do you offer wholesale and bespoke?

Yes, please get in contact to discuss your requirements. info@thesoycandleco.co.uk

Can I stock your candles?

Yes, please get in contact to discuss your requirements and we will send you our price list. info@thesoycandleco.co.uk

How do I cancel my candle subscription?

It's nice and easy! Just send us an email saying "cancel my subscription" Please remember to include your full name and shipping address. Email: info@thesoycandleco.co.uk

I've entered my email address, but haven't received my 100 reward points?

In order to get your 100 reward points, you must be a member. Simply sign up with your email address and your points will be added to your account right away. 

Do you blend your wax? 

Nope! we use 100% natural soy wax with no other wax blends or nasties.

Is your wax sustainably sourced?  

Yep! Our premium plant-based soy wax is sustainably sourced from a globally trusted supplier.

What candles are included in the monthly candle subscription

You have the option of the large 30cl candle or the small 20cl candle when signing up. The candle you will receive each month will depend on the season. We carefully select each monthly candle fragrance based on the current season.

When will my monthly candle subscription be delivered?   

Candle subscriptions are dispatched on the 14th of each month, or the next working day if the 14th falls on the weekend. Once dispatched, please allow Royal Mail 2-4 days for delivery. 

I've gifted a candle subscription, when will it be sent?  

Gifted candle subscriptions are also dispatched on the 14th of each month, or the next working day if the 14th falls on the weekend. However, you do have the option to start the subscription a month later from the drop-down.

My 10% discount code doesn't work with the monthly candle subscription?    

Unfortunately, discount codes don't work with the monthly candle subscription, unless it's a discount code that's available for the full duration of your subscription.

 

How do I get my 10 free wax melts?

Simply order any 10 wax melt pots and we will add to your order a mixture of 10 free wax melts.

I signed up, but didn't receive my free melt and 10% discount with my order?  

You will only receive a 10% discount and free wax melt pot with your order if you insert the discount code sent to your email. (remember to check your spam folder) When you subscribe to our mailing list you will be sent a discount code to use right away. Simply insert your code at check-out and a 10% discount will automatically be applied to your order (excluding monthly subscriptions) When packing your order, we will pop in free wax melt pot for your to enjoy.

I forgot to add my discount code, can I cancel and re-order? 

Unfortunately, we cannot cancel your order once its been paid for on the website. Don't worry though, your code will still be valid for your next purchase.

Can't find the answer to your question? Feel free to get in contact with us! Simply fill in the contact form or send us an email info@thesoycandleco.co.ukWe aim to respond within 24-48 hours or sooner. Mon-Fri 9am-5pm.