Delivery, Returns & Our Guarantee

Delivery is calculated at checkout — free on orders from $400. Import duties are already in the price, so there is nothing to pay at the door. Your state’s sales tax is added at checkout.

We send with FedEx Connect Plus, 2–5 business days.

Many items are prepared by our family-run UK studio, and selected handmade vessels may be made to order. The current preparation estimate shown on the product page forms part of the delivery information for that item.

Preparation time is separate from the courier’s delivery time.

We will send a dispatch confirmation to the email address used at checkout. Tracking will be included where the selected service provides it.

If an order has not arrived within the expected timeframe, contact us so we can review the tracking and, where appropriate, open an investigation with the carrier.

Unless a different period has been agreed, goods should normally be delivered without undue delay and no later than 30 days after the contract is made.

For most eligible goods purchased online, you may tell us that you wish to cancel within 14 days after delivery. You then have a further 14 days to return the goods.

Contact us before returning anything so we can provide the correct instructions.

You may inspect an item as you reasonably would in a shop. You are responsible for any reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.

Lighting a wick, burning wax or using a vessel with flame is likely to go beyond ordinary inspection and may significantly reduce its return value.

For a change-of-mind return, you are responsible for the direct cost of returning the goods unless we agree otherwise or the item is faulty or incorrect. Use protective packaging and retain proof of postage.

For an eligible cancellation, we will refund the product price and the cost of our least expensive standard outbound delivery option where a delivery charge was paid. We may wait until the goods arrive back or you provide evidence of return.

The statutory change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised.

A standard item being prepared after an order is placed is not automatically personalised or bespoke. Any applicable exclusion will be made clear before purchase.

Contact us as soon as reasonably possible with your order number and clear photographs of the outer packaging, internal packaging and damaged product. Keep all packaging until we have reviewed the issue.

Goods must be of satisfactory quality, fit for purpose and match their description. Depending on the circumstances, the appropriate remedy may be a refund, repair, replacement, price reduction or another suitable resolution.

Under the Consumer Rights Act 2015, eligible consumers generally have a short-term right to reject faulty goods within 30 days, subject to the facts and legal requirements.

Small variations in colour, texture, surface, pattern and shape are part of a handmade vessel and are not normally faults. Substantial damage or a material departure from the description should still be reported.

If you contact us within 30 days of delivery and the product is unused, resaleable and otherwise eligible for return, we will guide you through the process.

If something does not seem right after use, contact us within 30 days with your order number and, where useful, photographs or a short video. We will first help you check the vessel, wick placement, wick length and spacing.

After reviewing the circumstances, we may offer guidance, a replacement component, replacement product, store credit, refund or another reasonable resolution. The outcome depends on whether the issue is a fault, damage, incorrect setup, misuse or personal preference.

The voluntary promise does not guarantee a refund for fragrance preference, normal handmade variation, accidental damage, unsuitable containers, incorrect use, ignored safety guidance or expected consumption of wax and wicks.

Nothing in this promise limits your statutory rights.