General FAQS:

When will a product be back in stock? Here at The Wax Store we are a family run business. We aim to restock everything within two weeks but this may vary.

I forgot to use a discount code, can I use it after I have placed an order? Unfortunately once an order has been processed we are unable to amend them. You can request to cancel the current order and place a new one, just email us at help@thewaxstore.co.uk

Are your items safe to use around pets? All of the fragrances we do are non-toxic. So providing they are burned out of reach of your animal there is no risk of it harming them.

Would you like to collaborate with me? If you love our brand, and are looking to collaborate, please send us an email with your Social Media profiles and tell us why you would like to work with our brand.

What can I use my wax melts in? You can use our wax melts in either a tea light wax melt burner or a electric wax melt burner. Please avoid using oil burners (the flame of the tea light will be less than 10cm away from the top of the burner) as wax is not designed to go in there and your wax will become very hot, very quickly meaning you will burn off the scent too fast.

How do I use my wax melts?  Just cut/snap off as much as you would like to use and pop the wax in the well of your suitable wax burner to enjoy hours of amazing fragrance. Please be careful to not overfill your wax burner to avoid spillages. Also please keep out of the way of children, pets and draughts. 

Do you do wholesale orders? Yes we do! We currently supply to a number of different places! Please get in touch via email - info@thewaxstore.co.uk and we will send you over our wholesale information.

Do you do custom or personalised orders? Yes! Pop us a message and we can create anything you would like.

Are you CLP compliant and fully insured? Absolutely! Every item I send will have a CLP label attached to the product. I am fully insured. 

What is CLP? CLP is a legal requirement for all scented wax products sold. It lists any allergens that maybe in your wax. The allergens may be different for every scent. There is also the precautionary statements listed on this label. These labels are needed in case of an allergic reaction or in case the wax is accidentally ingested; Its there so your health professional can refer to what allergen is in the melt so they can provide appropriate care. Our number is also listed on these labels in case the health professional needs any further information.

What wax do you use for your products? We use a parasoy custom blend in our products which contains a vegetable based soy wax and a food grade paraffin wax. We use this wax, as after years of testing this combination gives off a stronger scent throw and the scent lasts a long time!

Are your products vegan and cruelty free? Yes! All the products we use including the dye and fragrance oils are vegan and cruelty free.

Is your Mica reasonably sourced? Yes! We only source our Mica from ethically sourced manufacturers. Our Mica is also vegan friendly, natural and 100% cruelty free.

Is your packaging recyclable? Yes! All of our packaging is recyclable. We use PET plastic for our products, as well as packaging them with biodegradable packing peanuts and cardboard.

Delivery FAQS:

Who do you ship with? We ship with Royal Mail Second Class Signed For. 

How do I track my order? When you receive your email/text from us informing you that your order has been dispatched, your tracking number will be in that communication. Simply enter your tracking number onto Royal Mail's website and you will be able to track your order.

I haven't received my order, what should I do? Firstly, please check your tracking which, would of been sent to you in an email or text. If you are still not sure where your order is, please email us at info@thewaxstore.co.uk with your full name, address and order number and we will look into that for you.

My order has arrived damaged/incorrect, what should I do? Firstly, we are so sorry about this! If your order has arrived damaged or is incorrect, please photograph what is wrong with your order and pop us an email at info@thewaxstore.co.uk and we will help you get this resolved.

Do you ship internationally? Yes, we ship worldwide. The cost of delivery is automatically applied at checkout. 

I live nearby, can I collect? Absolutely! There is a local collection option at checkout and once your order is ready, I email you with the collection address.

I have forgot to pick up my local collection order, what should I do? We hold onto local collection orders for 2 weeks after we have emailed you letting you know its ready to collect. If you do not collect within the two weeks then we automatically refund you and re list the items purchased.

What is your processing time? The time I need to prepare an order for shipping varies based on each product. For custom made items my processing time is 2-4 weeks. For ready to send products my processing time is 3-5 business days. 

Reward Programme FAQS:

What is the star icon that pops up on your website? The star icon is a Wax Store reward programme. Simply sign up to my website and earn points when you sign up, when its your birthday and each time you purchase. When you get a certain amount of points you will receive a discount code.

How do I get Wax Store points? There are various ways to receive Wax Store points - Sign up - 50, Like on Facebook - 25, Follow on Instagram - 25, Birthday anniversary - 100 and 5 points for every £1 spent on my store.

What do I get for my points? You get a fixed discount code. 500 points will give you a £5 discount code, 700 points will give you a £7 discount code and 1000 points will give you a £10 discount code and so on.

How do I redeem my points? Simply click on the star icon and log into your account, it will then list how many points you have earned thus far. If you have a minimum of 500 Wax Store points there will be a discount code showing just below your points value, all you have to do is click on the purple redeem button which will then show you your code, simply press the purple apply code button which will copy the code for you and automatically apply the discount at checkout. 

Subscription Box FAQS:

How do I find out the theme for this months box? Our theme for the next subscription box will always be listed in the description of the product.

What will be in my box? Our subscription box consists of wax melts in exclusive scents that will not be available on the website, we sometimes add in extra goodies as a special treat! There is a new theme each month, so you never know what your going to get!

Can I know whats going to be in the box before I order? All of our monthly boxes contain items that will remain a surprise until you receive it. To get an idea of what has been included in previous months boxes, have a look at the product and there you will find photos of all our previous boxes.

I am allergic to something, how can I let you know this? Please make sure you put into the notes at checkout if there is anything you are allergic to (e.g bath products, food allergies etc)

I purchased other items with my box, do I have to wait for my other items? Yes, if you purchase other items with our subscription box, these will get sent when we dispatch your monthly box.

Do I have to subscribe? You can buy our monthly boxes as a one off box, or subscribe to our subscription service and save money.

When will the money be taken out my account if I subscribe? Your subscription will automatically renew on the date you sign up, so payment will be taken on the same date every month.

When will I receive my box? The cut-off date for the current months box is the 18th. If you subscribe before the 18th you'll receive this months box, if you subscribe afterwards then you'll receive the next months box. Our subscription boxes are all sent out on the nearest working day to the 1st of each month, so you'll receive it shortly after then. 

How do you send the Subscription Box? We send all of our monthly boxes via Royal Mail Second Class signed for.

Can I cancel my subscription? When signing up for our subscription box you are agreeing to receive a box of our wax melts each month until you cancel, which you can do at any time via your account you create when you sign up.

Clearpay FAQS:

What is Clearpay? Clearpay is a buy now pay in 4 equal instalments service – interest free

Does Clearpay run a credit check? No, they do not. There will be no mark on your credit file if you use Clearpay and pay back your instalments on time.

Can I Use Clearpay? You can apply to use Clearpay to pay for your order providing your order is over £10.00 as long as you are over 18, a UK resident and have a UK billing address, UK mobile number and a debit or credit card. You can place more than one order using Clearpay, as long as your payment is approved. Where you use Clearpay, you will enter into two contracts, one with us for the supply of your products and one with Clearpay so that you can pay your instalments. The contact with Clearpay will be governed by their terms and conditions.

How Do I Pay With Clearpay? Select Clearpay as your payment method at checkout and we will redirect you to Clearpay's website. You will need to fill our a short registration form if you are a new Clearpay customer. This will include providing Clearpay with details such as your name, date of birth, address and your debit or credit card number. You will need to read and accept Clearpay's terms and conditions, to enable your order to be completed. You will recieve an instant decision after some initial checks by Clearpay, confirming you are eligible to use this service as a payment method. If approved, payment for your item(s) will be taken in four interest free* instalments. You will be required to make the first installment (25% of the total amount) when placing your order. The remaining balance is split into three equal payments that are automatically deducted from your Clearpay account every two weeks. You can log into your Clearpay account anytime to see the status of your payments by clicking here.

*Late Payments - If you do not make a payment in full by the due date, Clearpay may charge you a late payment fee. Clearpay may also report your failure to pay to credit reference agencies, which could affect your credit rating and may make it more difficult for you to optain credit in the future. If you are experiencing financial difficulties, please contact Clearpay. For more details, see Clearpay's full terms. 

When will my order be delivered if I use Clearpay? The same delivery times appy, regardless of how you pay. 

How do I contact Clearpay? You can reach Clearpay on 08081649707 or by visiting www.clearpay.co.uk. The Wax Store is unable to anwser any queries related to Clearpay payments.