Please see if your questions are answered below, if not, feel free to use our contact form below and we will get back to you as soon as we can. Thank you.
We use only 100% Soy wax for all our wax products, you will find no paraffin in any of our products.
Where are your products made?
We make all our wax products in house and by hand at our work studio in Hullbridge, Essex, England, UK.
Why does the weight of some of your wax products differ?
We permit a +/- 10% variation in the weight of our wax products. Our wax is poured into jars and molds by hand. However, certain fragrance oils possess varying densities resulting in some being lighter or heavier than others. Consequently, while the volume of wax you receive will be accurate, weights may fluctuate as a result of this.
Why do my wax melts look frosty sometimes?
Frosting (also known as Bloom) on wax melts is normal. In fact, cosmetic crystallisation (white powdery patches) from natural waxes like soy indicate purity. Frosting is normally caused by slight temperature changes and does not affect the quality or performance of wax melts.
Can I mix my wax melts?
We don’t recommend mixing our wax melts as each one has been created to deliver a specific scent. Mixing scents will change the fragrance significantly and could emit an obnoxious and unpleasant smell.
What size tealight candle do you recommend for your wax warmers?
This depends on the size of the wax warmer you are using. To get the best from your Waxtasia wax melts we recommend a 2 or 4hr tealight candle for our average size warmer.
Info on recommended tealight candle sizes and safety are displayed clearly with every wax warmer we sell on our website.
If your order has qualified for free delivery your order will arrive within 2-4 working days.
Royal Mail 48 Tracked – £3.75 – (2-4 business days)
Royal Mail 24 Tracked – £4.75 – (1-3 business days)
You can choose which option you prefer at checkout.
Please note that we don’t ship on weekends and public holidays. Deliveries are not usually made on Sundays and other public holidays.
Do you offer Order Tracking?
After placing your order we will send you a confirmation email with the delivery information and a link to track your order online.
What forms of payment do you accept? *
For your peace of mind we use PayPal for all our online transactions. PayPal is a very secure payment system, they offer a number of payment options including major credit and debit cards, including Visa, Mastercard, American Express, and Discover. Pay by Instalments and more.
Please note that you “do not” need to have or create a PayPal account in order to pay for your products with us.
Where do I find my Order Number?
You can find your order number in your purchase order confirmation e-mail, and in your account section on our website.
I forgot to order something. Can I add it to my existing order? *
Unfortunately you cannot add further items to an order that has already been placed, and you will need to place a second order. *
Can I make a purchase over the phone?
Sorry but we dont currently have the facility to take orders over the phone. All orders have to be placed through our secure website store. Don’t be concerned though, payments made though our payment provider PayPal are very secure and among the most trusted payment providers in the world.
Do you offer a discount for bulk purchases?
We can usually offer a discount if you are ordering in bulk. Please contact us via our contact form and let us know the products and quantity you require and we will be happy to consider a discount.
Do I have to create an account to order with you?
No, you can checkout as a quest, but it is worth creating an account as you can accumulate points that can be redeemed on future purchases.
I have a discount code, how do I redeem it?
Applying a discount code to your order is easy, just add the products you require to your shopping cart, type the discount code into the Coupon Code box provided and click OK, your discount will be applied.
Do you offer a discount for charities?
We can sometimes offer a discount for charities depending on what is required. Please contact us directly using our Contact Form to discuss the matter further and provide is with your registered charity number.
How can I cancel my order?
You have the right to cancel your order within 30 days of receiving your delivery. In order to cancel your order, please email us using our contact form here and let us know why you wish to cancel and we will give you return instructions.
If your order has already been dispatched or delivered. We cannot refund your purchase until the products are returned to us and the products must be in a resalable condition. You will be responsible for any shipping charges incurred in returning the product.
Royal Mail 48 Tracked – £3.75 – (2-4 business days)
Royal Mail 24 Tracked – £4.75 – (1-3 business days)
You can choose which option you prefer at checkout.
Please Note: Due to export issues we don’t currently ship to Northern Ireland, the E.U or the rest of the world, but this is something we intend to do in the near future.
What carrier service will my parcel be delivered by? *
We currently use Royal Mail and DPD for all of our deliveries.
I've received the wrong item, what do I do now?
We sincerely apologise that your order was incorrect. Please contact us directly, ideally attaching a photo of the item you did receive, so we can put this right for you.
Do you deliver Worldwide?
Not currently but we are currently looking at ways to deliver to countries within the E.U. and Northern Iraland
My Candle has been delivered but its damaged, can I return it for a replacement please?
We take great care in packaging the products you order from us and send them out in excellent condition. However, if you have received your product and it has arrived damaged it is most likely to have been damaged in transit. In this case please take a picture of the product and send it to us for our consideration.
Please note that we cannot replace a candle or wax melt or give a refund if it has been lit and burned. It has to be returned to us in the condition and packaging it was delivered in. Once we determine that the item has been delivered damaged we will arrange for a replacement to be sent out to you promptly.
I dont like the scent I have ordered, can I exchange it for another?
Sorry but we are unable to offer an exchange for this reason, in this event we always suggest that our customers order the smaller 20g sample size to see if they like the scent before going ahead and ordering the larger 100g size.
I am not happy with my purchase, can I have a refund please?
A request for a refund is extremely rare at Waxtasia, however if you feel that you have not received the quality product that we promised you, we would ask that you first kindly contact us and let us know why.
Please use our contact form here to let us know what the problem is (include your order number) and we will get back to you promptly with information on how to return the product to us.
Once we have received the product back in our stores we will check it for damage and if all is well we will issue a full refund within 7 days. Buyers are responsible for return postage costs.
Personalised Orders: Because of the nature of these items, unless they arrive damaged or defective, we cannot accept any returns.
Please note that a full refund will not be provided for returned goods that show signs of unreasonable use or if a candle or wax melt has been melted, lit or burned.
How can I cancel my order?
You have the right to cancel your order within 30 days of receiving your delivery. In order to cancel your order, please email us using our contact form here and let us know why you wish to cancel and we will give you return instructions.
If you order has already been dispatched or delivered. We cannot refund your purchase until the products are returned to us and in a resalable condition. You will be responsible for any shipping charges incurred.
How long do I have to return my order?
If you wish to return your product to us for a refund you have 30 days from day of delivery in which to do so. After 30 days we will not be able to offer you a refund.
How long will it take to receive my refund?
Once we have received your returned item, depending on the payment method used, your refund will be processed by our team within 7 business days.
