How long does it take you to make a candle and ship it?
Current lead times on orders are 3-5 working days.
Dream boxes 5-7 working days.
Monthly boxes and mini sets are shipped at the end of the respective month.
Do you offer international shipping and how long does it take?
I can ship to anywhere in the world and shipping depends on the option you choose at checkout. Economy shipping can take several weeks but I have not yet come across an item taking that long. Usually 2-4 weeks for Australia and 2-3 weeks for the US is the longest shipping times. Upgrading to a standard or tracked service can get your items there much quicker, 5-7 days.
How is your company affected/How are you helping/What advice do you have around ordering during the current coronavirus pandemic?
I would like to offer some reassurance around the current pandemic. I have implemented several things to ensure that myself and my customers are kept protected during this unprecedentedly distressing time.
Hygiene is and always has been the utmost priority in my house where I make my candles. I wear gloves and a face mask while making candles and constantly washing my hands, I have increased my hand washing even more. Because I make candles at home I am also always cleaning down surfaces. All packaging is stored away and myself and my husband are both currently practising social distancing as well as working from home and not receiving visitors to our home at this time.
Royal Mail guidance is that it is still safe to continue sending and receiving parcels in the UK and Internationally. There is more information on their website about this and the procedures they have put in place and you can view that here: https://www.royalmail.com/d8/coronavirus-changes-service to practice social distancing in line with government guidelines I will also now be only shipping parcels once a week on a Saturday this will enable me to protect myself and others as much as possible, I will be dropping the parcels off in a mail sack at the sorting office to minimise human contact.
Lastly I appreciate all of your continued support, I do not want to have to say goodbye to Ash & Quill Candles during these terrible times. Please keep yourself and your loved ones safe, continue to follow government guidelines and please continue to support your favourite small businesses.
Can you make me a custom candle?
I no longer offer a single custom candle purchase but you can buy a candle made with your Instagram handle on it. Just leave a note at checkout specifying scent, colour and label quote. You can contact me anytime through the contact us page or via Instagram if you have any questions. I now offer a dream box service where you can get a box of customised candles.
Are your candles suitable for Vegans?
All my candles are made with soy wax and vegan friendly products. There is nothing either from an animal origin or anything tested on animals in any of my products. I am fully against animal testing. My candles are also eco friendly, so produce no black smoke and do not contain any parabens or other harmful chemicals. Please read the labels carefully for information on any fragrance oils you think you may be allergic too. All of my products are safe for nut allergy sufferers as I have an allergy myself!
What if my order gets damaged/lost in transit?
Please contact me if your parcel does not arrive within a week of the estimated shipping date. If your candle(s) arrive broken or damaged please retain the original packaging and send me photos of both the damaged item and the packaging in order for me to claim from Royal Mail. If photos of both packaging and item are not provided unfortunately I will be unable to issue a replacement. If photos are provided I will issue a replacement order within 2-3 working days via the same delivery method originally purchased. The nature of soy wax is such that it can melt very easily when exposed to high temperatures. Please be aware of that if you are ordering to a hot country. No replacements or refunds can be given for candles which have melted in transit or on arrival i.e. if left in a hot mailbox.
How do I become an Ash & Quill Candles Rep?
Rep searches are held every 3 months on my Instagram account @ashandquillcandles please do go ahead and enter when one is open. If you are interested in working with me in any other capacity such as promoting through Booktube or a blog please note the minimum requirement for unsolicited enquiries is 1K subscribers or followers.
What rewards/freebies do you offer?
Please create an account in order to start collecting reward points on your order. 5 points are awarded for every £1 spent and you need a total of 1,000 points to get the reward of £5 off your next order. Reward points are also awarded on your birthday, when you create an account and when you refer a friend to the site. Giveaways and special offers are often held on my Instagram account so please follow me to find out what these are. I also hold flash sales from time to time.
How should I care for my candle?
Please always read the safety label on the base of the candle for safety information about using your candle. Care should always be taken around an open flame. Soy wax can sometimes have 'frosting' on the sides this is nothing to worry about its completely natural and the nature of the soy wax. Don't worry if your candle looks 'bumpy' or 'lumpy' when it sets after burning this is also due to the nature of soy wax.
What if I want to cancel or return an order?
As all my candles are made to order I cannot accept cancellation requests but please contact me if you have any issues with your order. Returns must be sent back in the original packaging and well wrapped to avoid damage. The buyer is responsible for the return postage costs. All returns enquiries must be made within 14 days of receiving the item and sent back within 30 days. I cannot accept returns for customised orders. If the item does not arrive back to me in the condition it was sent, the buyer is responsible for the loss of value.
Can you gift wrap orders?
I sure can, and its free of charge! Just leave a note at checkout requesting wrapping and any gift message you would like to include.
Business & Wholesale Enquiries
I can supply both candles & wax melts at wholesale costs to other businesses. Please contact me directly through the contact us page or email email@example.com for more information. Minimum order requirement is 10 products.