FREQUENTLY ASKED QUESTIONS (FAQ)
This is where you should answer the most common questions prospective customers might have. It’s a good idea to cover things like your return policy, product warranty info, shipping and returns, etc. Check out the examples below.
WHAT’S YOUR RETURN POLICY?
Please contact us if you have any issues with your order. Some melts may get slightly broken but this will not affect their use. Always contact us as we will do our best to help. Return any of our products except custom made collections–within 10 days of purchase. We do not pay return shipping unless the fault is ours.
DO YOU SHIP OVERSEAS?
Yes, we’ll ship your package anywhere that can accept deliveries. Shipping is set rate up to 1-2kg, if you require more or just 1 or 2 collections please message us to arrange a way to save on shipping. If your shipping cost less than you paid you will be refunded the difference. Shipping to overseas is tracked, fast and insured for yours and ours benefit.
We are now offering economy shipping for USA due to extremely high increases made by the shipping company. Before you choose the economy option please read and understand all this info. Maximum order value not including shipping is £20 because if the order goes missing, Royal Mail only cover up to the value of £20. If your order is more than £20, and it goes missing, you will only be refunded for your shipping and up to £20. Please note covid 19 has slowed down shipping and normally economy could take 6 weeks but we have been advised that it could take up to 10 weeks. It can also take 2 weeks, so it is really unstable! There is no tracking so if it is taking longer to arrive we will not try to look into it until at least 8 weeks. It is your choice, we do have tracked shipping but it is more expensive again not set by us. We are trying to give options but please note we are not responsible until at least 8 weeks of shipping time from dispatch. We will have proof of postage and we do not refund immediately, it will opened as an investigation first.
Rest of world and Europe is tracked only option including Canada up to 2 kg and £250. UK shipping is via royal mail first class or second class signed for up to 2kg
DO YOU HAVE CUSTOMER SERVICE?
Of course! Our friendly and knowledgeable customer services reps are available to answer your questions 24/7/365.
WHY ARE SOME OF THE MELTYS PATCHY AND FADED IN COLOUR WITH WHITE SPOTS?
Yes this is very common and is known as frosting. It is a natural byproduct of a natural wax and in no way affects the burn ability or fragrance. It is caused by tiny crystal growth that forms on the top and sides of the wax melts. This is similar to how sometimes it happens on chocolate. I try to minimize it as much as possible but its just something that occurs with 100% pure soy wax. It can also occur over time too, its simply a natural occurrence in a natural wax. This is something that cannot be helped and will be more common in darker colours. Once melted will still give a beautiful wax pool.
WHY IS THERE SMOKE COMING FROM THE BURNER WHEN WAX MELTING?
This is not actually smoke but the fragrance oil burning off. This is normal and can occur when there is too much heat and highly fragranced melts. The tealight could be too big and therefore too hot for the burner. Please use a smaller tealight and ensure the burner can be used with wax melts and not just oils. If you have an electric burner, it should not happen as they tend to be less heat. The higher the fragrance level, the higher chance of this smoke effect too. We scent to the highest we can and some fragrance oils are more prone to smoke effect than others due to their heat level tolerance. Ensure there is plenty of wax in the burner too. Certain fragrances have a low heat tolerance and may smoke off more than others, please do not be alarmed, it is not actually smoke but vapour. We do recommend using an electric burner if this occurs, or a much smaller tealight.
WHAT WAX DO YOU USE?
I use different waxes. Our main wax used is a soy blend…the candles are 100% soy, the wax melts are 99% soy and 1% fully refined paraffin wax. Soy is UK grown and non GMO. The paraffin wax used is the most expensive type of paraffin wax available and is food, cosmetic and medical grade. This option is vegan friendly and cruelty free. My supplier has ensured me that the paraffin wax I use is highly refined and does not contain any harmful substances. This purity is high quality and regularly tested to ensure its quality. I use the soy wax to fulfill vegan needs. All wax is UK sourced.
WHAT COLOURING DO YOU USE?
We use mostly mica colours which are all natural, cosmetic grade and beautiful. We also use some candle dye in some melts not all, which is high quality and not tested on animals. Some darker colours may stain some surfaces due to the high amount of colour used to achieve the strong colouring, mostly the black and red colours. So please be aware when using them on lighter melters. However, some wax melters that are light do seem to not stain, so it really depends on your melter too. Careful of other surfaces too that you do not want stained. We are moving to using bio degradable glitter and paints, all vegan friendly.
DO YOU USE ESSENTIAL OILS?
We use some essential oils, but mostly fragrance oils. All my oils are high quality and safe for candle use. All candles and melts are supplied with warning information and allergy ingredients for the fragrance oils. All my fragrance oils are not tested on animals. All oils are professionally handled and manufactured. All my products are CLP compliant, all info required is supplied. Fragrance oils are synthetically made in a controlled environment and rigorously tested, and vegan friendly. Some also contain some essential oils. All oils are UK sourced and paraben free.
HOW LONG WILL MY ORDER TAKE?
Each item is handmade, I am a spoonie so please always allow for that. I try to get them out asap and try to carry some stock, but this is not always possible.
DO YOU HAVE A COMMUNITY GROUP?
Yes go to my facebook page and request to join the Melty Army Group. Its a place for us all to chat and support each other.
Please note all our products are handmade in an environment where nuts may be eaten or stored, also we have dogs and while we take every care to ensure all surfaces and storage areas are clean, some rogue hairs may escape, including Bubbas own hair which she has a lot of. All warning information is provided with each product and if any allergies occur please stop using immediately. We do offer an option to have un-fragranced too.
CAN I USE WHILE PREGNANT?
All our products are non toxic and fragrant oils used are paraben free. It’s always down to you and what you think and how your body reacts as a small amount of Folks do tend to be more sensitive to fragrances. Bubba also gets a lot of allergies so are very careful who we use as suppliers. We do know that some essential oils are harmful like rosemary and peppermint but we do not use them. When Bubba was pregnant she did not react to scented candles and wax melts but did with baked beans so it’s really down to you in the end. As far as toxins are concerned we’ve been advised by all suppliers that they are non toxic. The only thing that can cause allergies is the fragrant oils used and that’s based on an individuals response really and all are fully clp compliant. Hope this helps xx
DO YOU WHOLESALE?
Yes, please contact us to discuss further.
HOW DO I REMOVE THE WAX FROM THE BURNER?
Please check out our Youtube channel which gives tip and hacks for this purpose.
IS YOUR PACKAGING ENVIRONMENTALLY FRIENDLY?
Yes! We have a range of packaging to suit each product, our candle tins can be recycled. Some of our wax melt bags can be recycled and we encourage reuse. Our plastic pops can be recycled and some are biodegradable. We do encourage folks to reuse where possible as more often than not recycled packaging ends up in landfills still.