FAQ's

ORDERING

Are your products suitable for vegans?

All of our soy candles are made with 100% soy wax flakes and either pure essential oils or high grade perfume oils. We don't test on animals and the ingredients we use are also cruelty free. 

We may occasionally stock other candles or homewares that use beeswax or leather but these will be clearly described. 

Where are your candles made?

We make every single candle by hand in our studio in Dorset. The whole process is done in-house by our lovely team. 

Can I get samples before ordering?

Sadly we don't offer free sample before placing an order but you can visit our shop (9am-5pm Monday - Saturday) to smell the candles in person. We also include samples in parcels whenever we can so drop us a note if there's a scent you'd like to try but didn't order. 

Are your candles made with essential or perfume oils?

We use both essential and perfume oils in our blends. This allows us to get a great range of scents and also makes our candles excellent value for money. We include a list of the ingredients on each product page to help you make the best choice. 

How will my order be presented?

We are proud to use completely plastic free packaging. Your items will be wrapped in recycled newspaper off-cuttings, sealed with paper tape and placed in a box with starch packing chips. All of our packaging can be recycled, re-used or composted. 

Can my order be sent as a gift?

Absolutely! You can choose to gift box your order by adding the option to your cart before checking out. We will also include a note if you'd like and we never send parcels out with financial information in them. Please note that parcels are sent in branded cardboard boxes.

DELIVERY

 How much is delivery to the UK?

Delivery to the UK starts from just £2 and is calculated on the contents of your basket. We also offer delivery upgrades and free standard shipping when you spend over £40 online. 

I need a parcel tomorrow, can you do that?

If you order before 12 noon we offer next working day delivery to mainland UK addresses by either FedEx or DPD Local. Please select that delivery method when placing your order. We also offer Royal Mail 1st Class delivery which is often next working day but cannot be guaranteed. 

Who will deliver my parcel?

We use Royal Mail for the vast majority of parcel deliveries. We also use FedEx and DPD Local for larger orders and for those who've upgraded to next working day delivery.

How will I know when to expect my parcel?

You will be sent an email when your parcels leaves us. For 2nd Class orders being delivered by Royal Mail we estimate a delivery lead time of 2-3 working days. 1st Class orders can usually be expected within 1-2 working days. DPD Local or FedEx orders are next day if ordered before 12 noon. You will be sent a tracking link if you selected either FedEx or DPD Local delivery. 

What if I'm not home when my parcel is delivered?

Royal Mail - 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. 

DPD Local - If you miss your DPD Local delivery the driver will either leave the parcel with a neighbour or return it to the delivery depot. You will normally be given the option to reschedule delivery by text or email. We request a signature upon delivery for all DPD Local deliveries so sadly they cannot be left safe. 

What shall I do if I'm having problems with my delivery?

If your delivery isn't going to plan then please contact us right away. We are here to help sort out the issue and will do everything we can to get your parcel to you. You can call us on 01747 859200 or email us at hello@thebotanicalcandleco.co.uk

 My parcel was damaged, what shall I do?

If you've received your order and something has been damaged during delivery please let us know right away. Please email us with details of your delivery, what's damaged and a photo if possible and we will arrange replacements or a refund, depending on the situation and what you'd prefer. 

Something is missing from my parcel, what shall I do?

We are only human and very occasionally we may miss something out of your parcel. If this has happened please let us know and we will get the missing item to you whilst apologising profusely!