Contact
Hi if you have any enquiries or would like to get in touch please use the contact form below we will answer your message soon as possible usually within 1-2 working days excluding Sundays thank you.
FAQ
1
What wax do we use?
We use rapeseed and coconut wax, after lots of testing we found this wax to be the best for wax melts with a strong cold throw and even stronger hot throw we have had no complaints, also rapeseed and coconut wax has a 48 hour cure time so there is no need to wait for curing, your wax melts will be ready to burn as soon as they arrive.
2
Shipping
Current turnaround time approx 3-5 working days Shipping days Monday - Friday
You will receive an email (check your spam folder) when your order has been shipped to Royal Mail. Please ensure your email address is correct when ordering.
3
What are clp labels ?
The CLP Regulation ("Classification, Labelling and Packaging") is a European Union regulation that standardises the warnings that have to be on products. Candles, wax melts & reed diffusers are legally required to have a CLP label. A CLP label contains hazard symbols, warnings, hazard information (eg may cause skin irritation) and the makers contact details in case there is a need to contact the maker in an emergency. It is illegal to sell products without this information. Some fragrance oils may not trigger any hazards, but it is still a requirement that the product has a CLP label. The vendor should also have copies of safety data sheets for all fragrances that can be supplied on request.
Ourhouseofwax is fully CLP compliant we take pride in making sure all products are safe and legal to sell as well as being fully insured, we also hold safety data sheets for each fragrance as these can be viewed upon request.
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4
Returns
& Refunds
we always try to make sure every order is perfect however mistakes do happen from time to time. if you receive your order and believe it to be faulty please contact us immediately we offer a 14 day returns policy. We will fix the problem by either sending a replacement or a full refund when necessary, please get in touch within 14 days of receiving your order we will send out a pre paid / returns label for you to send your order back. Once received we will issue a full refund or store credit all items must be in their original product packaging, unopened, unused & with no broken seals. They must also be adequately packaged to avoid any damage on return.
If you have opened a product and decided you don’t like the scent, this includes mystery boxes as all scents are randomly chosen based on the choice your provided at checkout we cannot accept a return for these sorry.
Returns cannot be accepted on sale items, Fiver Fridays or any personalised item / order.
Refunds are not accepted for minor issues such as a wax melt being snapped in transit, this will not be considered faulty as it does not effect the use of the product.
Refunds can only be issued to the original payment method used. Returns on orders made via card payment should show back in your account within 5-10 working days. If you have not received your refund within 14 working days, please get in touch thank you.