Frequently Asked Questions
All You Wanted to Know And More
Which payment methods do you accept?
We accept all major credit/debit cards and payments via PayPal.
Order Processing Times
Please allow 2-3 working days for your order to be processed and shipped.
Shipping options can be selected at checkout and prices are calculated based on the service you choose.
All orders are shipped via Royal Mail and are subject to Royal Mail's shipping timescales.
Please allow the full time period to elapse before contacting us about your order and if you have not received your order on time, please email us quoting your order number in order for us to investigate and update you with your tracking information.
Royal mail tracking queries can take up to 10 days, replacement goods will not be sent until we are satisfied the delivery has been investigated thoroughly. Where replacement goods are not available, we will endeavour to refund your order back to your original payment method.
Which of your products are Vegan?
At Wax & Unwind, we are very passionate about sourcing from reliable and trustworthy suppliers and we have spent a long time investing into only the best ingredients used to make our homemade soy wax melts. Our wax, fragrance, dye, mica powder and glitter are all Vegan and Cruelty free.
Our Eco Wax is also biodegradable and sustainable too!
What regions do you ship to?
We currently ship everywhere within the UK, including Northern Ireland, and as of June 2021, we have now expanded our shipping regions to include the following; Isle of Man, Jersey, Guernsey, Germany, Berlin, Italy, Portugal, France, Denmark, Netherlands and Mainland Ireland. We are working hard to expand our shipping regions even further and hope to be able to send our products worldwide very soon! Should you wish to place an order outside of these areas, please email us at email@example.com for a shipping price quote.
International Shipping Charges
All orders placed outside of the UK are sent using either Myhermes or Royal Mail depending on the size of your order. Both services are fast, reliable and all come with their own unique tracking number.
Full shipping and VAT charges are included in the shipping price, however, in the unlikely event that there may be any additional customs charges, the customer is responsible for covering these costs.
Wax & Unwind will recognise that you acknowledge these terms, by asking you to agree to our terms and conditions prior to completing your purchase. This will be done via a tick to accept box at checkout.
What is your return policy?
Our policy for returns is 14 days from the date in which you receive your goods from Wax & Unwind. After 14 days, we are unable to offer you a refund or an exchange.
Please contact us to arrange a return. You can do this via email to firstname.lastname@example.org or via the contact us page on our website.
We can only accept returns on unopened and unused goods from Wax and Unwind.
Items must be in their original packaging and all items will be inspected upon return. The responsibility for the items prior to reaching our warehouse is yours, therefore we strongly advise ensuring your melts are well packaged and returned using a reliable postage method as any loss of goods or damage to goods will be covered by the sender.
Goods that arrive to us in an unsaleable condition may be subject to a reduction in the refund value.
Delivery charges are non-refundable, including the cost to return the goods, unless the item is faulty. If you receive a faulty item from Wax & Unwind, please contact us as soon as possible to resolve.
All refunds will be credited via the original payment method, please allow up to 10 working days for your refund to be processed.
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us
I have entered the incorrect shipping address, can this be changed?
Don't panic! Simply email us as soon as possible at email@example.com and quote your order number. Let us know the correct shipping address for your order and we will update your details for you. Please note that we can only make ammendments to shipping addresses PRIOR to you receiving your shipping confirmation email. Once this has been generated, we are unable to make and changes to your shipping address. The responsibility of providing the correct shipping address in full lies with the customer and Wax & Unwind do not send replacement goods or refund where an incorrect address has been given.
What is the best burner to use with soy wax melts?
We recommend a tea light burner that is designed for use with wax melts. Ideally this should be a minimum of 10cm tall and can be used safely with either a 4 or 8 hour tealight. Burners that are smaller than 10cm tall are called oil burners, and although they are widely used for wax melts, they are not designed for this purpose. Soy wax melts are compatible with electric burners, however you may find that you have a softer scent throw when melting this way due to the limited level of heat. All of our burners are designed for use with wax melts and are between 10-13cm tall.
Sometimes i can see smoke coming off my wax pool, is this safe?
Yes! What you can see is not smoke, it is actually the scent vapours from the fragrance oil burning off. This is completely safe and is very common. However, you may find that your wax melts lose their scent faster when you see this. We recommend switching to a taller burner or using a smaller tea light so as to preserve the scent throw for longer.