Frequently Asked Questions
Straight answers on delivery, returns, payments, candle safety, materials and caring for your pieces.
Where do you deliver?
We deliver to addresses in the United Kingdom only - England, Scotland, Wales and Northern Ireland. We do not currently ship to the Channel Islands, the Isle of Man, BFPO addresses or outside the UK.
How much does delivery cost?
UK delivery is free on every order, with no minimum spend and no extra charges at checkout.
How long does delivery take?
Orders placed before 3:00 PM (UK time), Monday to Friday, begin processing the same day. Processing takes 1 - 2 days (Monday to Friday) and Royal Mail delivery a further 2 - 4 days (Monday to Friday), so most orders arrive within 3 - 6 days (Monday to Friday).
What is your order cut-off time?
Our order cut-off time is 3:00 PM (UK time). Orders placed before then on a weekday begin processing the same day; later orders, weekend orders and bank-holiday orders begin processing on the next day (Monday to Friday).
Which carrier do you use?
Every order is sent with Royal Mail on a tracked service.
How do I track my order?
Visit our order tracking page and enter your order number or tracking number. You will also find a tracking link in your dispatch confirmation e-mail.
Can I change or cancel my order?
Yes - contact us at josephusiturrino46865@outlook.com or on +44 7719 362414 as soon as possible, before the order is dispatched. After delivery you can still cancel within 14 days or use our 30-day returns policy.
What is your returns policy?
You can return any unused item within 30 days of delivery under our voluntary returns policy (candles unlit, reed diffusers unopened). In addition you have a 14-day statutory right to cancel under the Consumer Contracts Regulations 2013. See our Refund and Returns Policy.
Who pays for return postage?
For change-of-mind returns you pay the return postage. If an item is faulty, damaged or incorrect, we cover the return postage in full.
How long do refunds take?
We refund within 5 days (Monday to Friday) of receiving and inspecting your return, to your original payment method. Your bank may take a further 3 - 5 days (Monday to Friday) to show the credit.
Can I exchange an item?
Yes. Exchanges are accepted within 30 days of delivery, subject to availability, with free delivery on the replacement. E-mail josephusiturrino46865@outlook.com with your order number to arrange it.
What if my item arrives damaged or faulty?
E-mail josephusiturrino46865@outlook.com with your order number and photos. We will send a replacement or a full refund at no cost to you. Your rights under the Consumer Rights Act 2015 always apply.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. We do not charge any card fees.
Are prices shown in pounds and do they include VAT?
Yes. All prices are in pounds sterling (GBP) and include VAT, and UK delivery is free, so the price you see is the price you pay.
Is checkout secure?
Yes. Our checkout runs on Shopify's PCI DSS compliant platform with HTTPS encryption, and we never see or store your full card details.
What are your candles made from?
Our candles are made with soy wax (the Cedar & Vetiver Three-Wick Candle uses a soy and coconut wax blend) with cotton wicks. The exact wax, wick, vessel and weight are listed on every product page.
How long do your candles burn?
Approximate burn times are: Amber & Fig 220 g around 45 hours, Linen & Neroli 300 g around 60 hours, Cedar & Vetiver 550 g three-wick around 55 hours, and each 80 g travel tin around 18 hours. Burn times are estimates based on sessions of up to 3 hours and vary with draughts and wick care.
How do I burn a candle safely?
Never leave a burning candle unattended. Keep it within sight, out of reach of children and pets, and away from draughts, curtains and anything that can catch fire. Stand it on a heat-resistant surface, trim the wick to 5 mm before each use, burn for no more than 3 hours at a time and stop when about 1 cm of wax remains. Full safety information is on the label underneath every candle.
Why should the first burn reach the edge of the jar?
Wax has a memory. Letting the melt pool reach the edge on the first burn (around 2 hours) stops the candle tunnelling down the middle, so it burns evenly and you get the full burn time.
How long does a reed diffuser last?
The 100 ml White Tea & Bergamot Reed Diffuser lasts around 6 - 8 weeks and the 200 ml around 10 - 12 weeks, depending on room temperature and airflow. Turning the reeds once a week refreshes the scent.
Are your fragrances good for my health or mood?
Our candles and diffusers are home fragrances made to make a room smell pleasant. We describe them by their scent notes only - they are not intended to treat, prevent or relieve any condition, and we make no health claims about them.
Are your candles and diffusers safe around children and pets?
Please keep lit candles and diffuser oil out of reach of children and pets at all times, never leave a burning candle unattended, and do not let pets chew the reeds. If you have specific concerns about fragrance and pets, ask your vet before use.
Do your vases hold water?
Yes. The Ribbed Stoneware Bud Vase and the Reactive Glaze Ceramic Vase are glazed inside, so they hold water for fresh flowers and branches. Wipe them clean and hand wash only - they are not dishwasher safe.
Why does my vase or travertine holder look slightly different from the photo?
Reactive and speckled glazes change in the kiln, and travertine and mango wood are natural materials, so colour, veining, speckling and grain vary from piece to piece. Yours will be very close to the photo, but never identical - that is part of its character, not a fault.
Are candles or jewellery included with the candle holder and trinket tray?
No. The Travertine Pillar Candle Holder and the Speckled Stoneware Trinket Tray are sold on their own - the candle and jewellery in the photos are for styling only, and this is stated on each product page.
Can I use the mango wood bowl for food?
It is best used for whole fruit and dry items such as keys or pine cones. It is not designed for liquids, salads or the dishwasher. Wipe it with a damp cloth and oil it occasionally with a food-safe wood oil.
Can I return a candle I have already lit?
Under our voluntary 30-day returns policy candles should be unlit and diffusers unopened. Your 14-day statutory right to cancel still applies, but we may reduce the refund for a lit candle or opened diffuser to reflect its reduced value. Faulty or damaged items are always covered in full.
Is everything gift-ready?
Every order is packed in a recyclable card box with paper padding. We do not include prices on the packing note, so you can send an order straight to someone as a gift.
How can I contact you?
E-mail josephusiturrino46865@outlook.com or call +44 7719 362414. Our customer service hours are Monday to Friday 09:00 - 18:00 and Saturday and Sunday 10:00 - 16:00 (UK time), and we reply within 24 hours. You can also use our contact form.
Do you use cookies?
Yes. Our cookie banner asks for your consent before any non-essential cookies are set, and you can change your choices at any time. See our Cookie Policy.
Still have a question?
Operated by: Auvessa
Address:
10-12 Mulberry Green
Harlow CM17 0ET
United Kingdom
E-mail: josephusiturrino46865@outlook.com
Phone: +44 7719 362414
Customer service hours (UK time)
Monday to Friday: 09:00 - 18:00
Saturday and Sunday: 10:00 - 16:00
We aim to reply to every message within 24 hours.
Last updated: October 2026