FAQ
Orders
How Does Our Smile Rewards Programme Work?
Our Smile Rewards Programme is a fun and easy way to earn points every time you shop with us! Here’s how it works:
1. Earn Points
- You’ll start earning points with every purchase you make on our website. The more you shop, the more points you collect!
- You can also earn points by engaging with us in other ways, like creating an account, following us on social media, or referring friends to shop with us.
2. Redeem Points
- Once you've collected enough points, you can redeem them coupons off your future purchases.
3. Track Your Points
- Simply log into your account to view your current point balance and see what rewards you can claim. It’s all right there in your dashboard!
4. How to Join
- Joining is easy! If you don’t have an account yet, sign up on our website, and you’ll automatically start earning points with your next purchase.
Click the link below to start collecting points today and treat yourself to rewards with every purchase!
https://www.emilyvictoriacandles.co.uk/#smile-home
If you have any more questions about our Smile Rewards Programme, feel free to contact us—we’re happy to help!
Safety
Do your home fragrance products comply with CLP?
Absolutely! We ensure that all our home fragrance products comply with the CLP (Classification, Labelling, and Packaging) regulations. This means they are labeled in accordance with the European Standard BSEN15494:2007. Each product undergoes thorough scrutiny by our chemist to ensure the safety of the raw materials used and to calculate the allergens within fragrance usage. You can trust that our products are extensively tested and checked before they reach your doorstep, providing you with peace of mind and confidence in their quality and safety.
Are your cosmetic products assessed?
100%! Before any of our cosmetic products are assessed, we have a blast experimenting and trying them out on ourselves. Once we're satisfied with a product, we submit it to our cosmetic assessor for evaluation. They'll give us the thumbs up or down. If adjustments are needed, we can make them and resubmit until we get the green light to proceed. So you can trust that our products undergo thorough testing to ensure they meet the highest standards of quality and safety before they make their way to you!
What if I have allergies or sensitivities to certain fragrances?
If you have allergies or sensitivities to specific fragrances, we recommend reviewing the product descriptions or contacting us directly for more information about ingredients. Additionally, conducting a patch test on a small area of skin before use is always a good idea.
Products
Are your products vegan/crulety free?
While some of our products are vegan-friendly, we recommend checking the details on each product page to be sure. But here's the good news: every single one of our products is cruelty-free! We're all about spreading kindness to animals and making sure our furry friends are taken care of. So, shop with peace of mind knowing that no animals were harmed in the making of our goodies! If you have any questions about specific products, feel free to reach out – we're here to help!
Is your packaging recyclable?
Our wax melt pots are custom-made from recycled materials, which means they can be recycled again once you're finished with them – it's a win-win! Plus, our soap sponges and bath bombs are wrapped in 100% recyclable film.
Just be sure to double-check with your local recycling authority to ensure everything gets disposed of properly. Together, we can make a positive impact on the environment! 🌱♻️
How long will the fragrance last for in my wax melt?
Great question! The longevity of the fragrance in your wax melt can vary depending on a few factors. We generally recommend using one-third of our wax melts, which should last for about two standard four-hour tea light sessions. However, the strength of the fragrance you prefer can affect this duration. Additionally, the height of your wax warmer can influence how quickly the fragrance burns. So, feel free to experiment to find the perfect balance for your scent preferences and setup!
What is a soap sponge?
Introducing our fabulous soap sponge, handmade in the UK with love! Infused with mango, shea, and cocoa butter, these triple butter soap sponges moisturise and nourish your skin while you shower, bathe, or wash your hands. Weighing 200g, they're long-lasting, providing approximately one month's worth of daily washing. This versatile two-in-one product is bursting with fragrance, vibrant colors, and premium ingredients you'll adore. Plus, it features a massage layer for gentle exfoliation, perfect for removing fake tan, and a thick, creamy lather ideal for shaving. It's a skincare essential you won't want to miss out on!
How to use a soap sponge?
Using a soap sponge is easy and enjoyable! First, wet the sponge under running water to activate the soap and create a rich lather. Then, gently massage the sponge over your skin in circular motions, allowing the soap to cleanse and nourish your skin. You can use the sponge in the shower, bath, or even at the sink for handwashing. Once you've finished, rinse off any remaining soap and hang the sponge to dry between uses. It's a convenient and effective way to incorporate cleansing, moisturising and exfoliating into your daily skincare routine!
Why do you use synthetic sponges?
We opted for synthetic sponges in crafting our soap sponges after carefully considering the advantages and disadvantages of natural versus synthetic options. Through extensive research, we discovered that natural sponges can have a significant environmental impact due to the destruction of wildlife habitats, with sea sponges taking around two years to reach harvestable size. By choosing synthetic sponges, we're not only minimizing our ecological footprint but also supporting a small British company and reducing air miles. It's a decision that aligns with our commitment to sustainability and responsible sourcing.
What is the difference between a wax melt burner and an oil burner?
It's essential to use the right burner for your product to ensure safety and effectiveness. Wax melt burners are specifically crafted and tested for use with wax melts, while oil burners are designed for oils and water. Always check the label of your burner before use to ensure compatibility with your chosen product. This simple step helps guarantee a pleasant and hassle-free experience, keeping your home fragrant and cozy.
Can I use your fragrance oils in my own products?
While we appreciate your interest in our fragrance oils, they are specifically formulated for use in oil burners and are not suitable for incorporation into other products. Our oils are crafted with a unique blend tailored for optimal performance when burned, ensuring a delightful fragrance experience. We recommend using them as intended in your oil burner to enjoy their full aromatic potential. If you have any further questions or need assistance, feel free to reach out to us – we're here to help!
How do I care for my candle?
To ensure the best burn experience, trim the wick to about 1/4 inch before lighting. Allow the candle to burn until the wax pool reaches the edges of the container to prevent tunneling. Always place candles on heat-resistant surfaces and away from drafts.
Do you offer custom or personalised orders?
Absolutely! If you're interested in a large quantity or custom order, we're more than happy to discuss your needs and explore potential options. Just drop us an email at emilyvictoriacandles@yahoo.co.uk or give us a call at 01925 818792, and we'll work with you to make it happen! While we don't typically offer personalised orders, we're always open to accommodating larger quantities or special requests whenever possible. Let's chat about how we can bring your vision to life!
Subscriptions
How does the MeltBox Work?
Welcome to our subscription service! When you sign up, your payment will be processed monthly, and your MeltBox will be sent out like clockwork every month. If you decide to cancel, just keep in mind that your subscription will automatically renew for another fixed term of the same length once it expires. Rest assured, your MeltBox will be on its way to you on the first working day of each month, ensuring you never miss out on your favorite scents!
How do I cancel my MeltBox?
Canceling your subscription is hassle-free! Simply head to the customer portal, accessible through the link provided in your subscription emails, or log into your Emily Victoria Candles account. From there, you'll find the option to manage your subscription and cancel if needed. We believe in making the process easy and convenient for our subscribers, so you can have peace of mind knowing you have full control over your membership.
Wholesale
I’d love to be a stockist, tell me more!
Interested in stocking our products? Fantastic! Just head to our trade website trade.emilyvictoriacandles.co.uk or shoot us an email at emilyvictoriacandles@yahoo.co.uk, and we'll be thrilled to discuss the possibility of featuring our goodies in your store. If you need immediate assistance, feel free to give us a ring at 01925 818792.
When it comes to safety and compliance, we've got you covered! All Emily Victoria home fragrance products come with Safety Data Sheets (SDSs) tailored to meet the requirements of REACH Regulation EC No.1907/2006. These sheets are readily available to our resellers upon wholesale purchase, accessible via PDF download. Additionally, our products are labeled with all necessary information in compliance with Regulation EC No.1272/2008 on CLP. And rest assured, our cosmetics undergo thorough cosmetic testing to ensure quality and safety.
Delivery
When will be order be shipped?
Exciting news! If you place your order before 12pm, we'll have it on its way to you within about 2-3 working days. Keep in mind that during busy times, like product launches, sales, and holidays, there might be a slight delay – but we'll always do our best to keep you updated. Once your order is all packed up and ready to go, you'll receive an email notification letting you know it's been picked, packed, and dispatched!
Can I combine shipping if I place two orders?
Just a heads-up: we're unable to combine orders, unfortunately. We're pretty speedy with dispatching, so once your order is in, it's usually already on its way to being picked and packed. While we can't intercept parcels once they're in the process, rest assured we're working hard to get your goodies to you as quickly as possible!
How long will my order take to arrive?
Just a heads-up for our UK orders: after you receive your dispatch notification, please give it about 3-4 working days for delivery. While we do our best to keep things speedy, sometimes Royal Mail may experience some delays that are beyond our control. If your order hasn't shown up within this timeframe, we kindly ask that you give it an extra 4 working days before reaching out to us. Thanks for your patience and understanding!
Can I send a gift to someone at a different address?
Absolutely! Our products are perfect for gifting. Just head to the delivery section during checkout and enter the recipient's name and address. We'll take care of the rest and send your thoughtful gift directly to them. Plus, since we're paperless, your invoice will be sent via email, ensuring there are no prices in the post to spoil the surprise. Happy gifting!
How much does delivery cost?
Sure thing! The cost of delivery varies depending on your delivery country and the weight of your order. For standard delivery within the UK, prices start at £3.50. It's always a good idea to double-check the delivery options during checkout for the most accurate pricing. If you have any questions or need assistance, feel free to reach out – we're here to help!
Do you offer international shipping?
Yes, we ship worldwide! International shipping rates and delivery times may vary depending on your location. You can find more information about international shipping options by contacting us direct on emilyvictoriacandles@yahoo.co.uk
Returns
What do I do if there's somethings wrong with my order?
If you encounter any issues with your order, don't worry – we're here to assist you every step of the way! Just reach out to our friendly and knowledgeable team via email at emilyvictoriacandles@yahoo.co.uk or give us a call on 01925 818792, and we'll work hard to resolve any concerns you may have. In the unfortunate event that you receive a damaged item, please get in touch with us as soon as possible and, if feasible, provide photographic evidence. From there, you can simply return the item, and we'll be happy to arrange for a replacement or refund. Your satisfaction is our top priority!
Can I return an item to you?
If you're not completely satisfied with any item, don't hesitate to get in touch with us at emilyvictoriacandles@yahoo.co.uk or give us a call at 01925 818792 within 14 days of receiving your goods. To process your return smoothly, please provide proof of purchase and send back the item within 28 days. Once we receive the goods, we'll initiate your refund within 7 working days. It's important to note that returns sent after 28 days cannot be refunded. As a small family-run business, return postage costs are your responsibility, and we recommend using a tracked service for peace of mind. In the unfortunate event of a lost return, you'll need to contact your shipping service for compensation. For sale items, we're unable to offer exchanges, but we'll happily provide a refund or a gift voucher to keep sale prices as low as possible. Your satisfaction is important to us, and we're here to assist you every step of the way!
Where do I send my return?
Emily Victoria Candles
Unit 5 Ravenhurst Court,
Birchwood,
Warrington,
WA3 6PN
Please refer to our return terms before sending your goods back to us.
Feel free to reach out to us if you have any other questions or concerns – we're here to help!