Customer Help

If talking to a real-life human is more your thing, you can reach us via email (below).

How can we help?

FAQ

Ordering

What happens once I place my order?

We aim to ship all orders within 1-4 working days. Once your order has shipped, you will receive a confirmation email. If for some reason you did not receive this information, let us know by using the contact form below and we will update you on the status of your order.

How long will it take for my order to arrive?

Please allow up to 4 working days for us to prepare and dispatch your order plus standard postage times as listed below. You will be notified via email if there are unforeseen delays with your order in regards to it being dispatched.

What comes in my order?

All our candles are wrapped in tissue paper and placed in a beautifully patterned tube.

Wax Melts and Room Sprays are wrapped in white tissue paper. Our Wax Melts come with a wax melt safety card inclosed.

Accessories are wrapped in tissue paper and sealed with pink or white Swoon Worthy Scents logo sticker.

You’ll also receive an envelope which contains a hand-written thank you card, a card which outlines how best to take care of your candle (if you ordered a candle) and your packing slip. We include a free individually wrapped teabag in your envelope as well as small sample of one of our products in your parcel.

Everything is packed securely with paper bubble wrap and/or bio-degradable packaging peanuts in recyclable thick-walled cardboard boxes. 

Please note, no pricing is shown on the packing slip in case the item is a gift.

What if the item I want is sold out?

Please use the contact form below for more information about when the product will be back in stock.

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that we have received your order. Once your order is fulfilled, you will receive an email notification that your parcel is on its way. Shipping fees are non-refundable in the case of returns.

Do you ship internationally?

At this time, we are only offering shipping to UK addresses. However, if you’d like an international delivery, please drop us a line on the contact form below and we’ll try to help.

How much are your delivery charges?

We’re currently offering free standard 2nd class delivery via Royal Mail across all UK postcodes for any orders which total £35 or more.

Standard delivery (2-5 working days)  £3.49

Royal Mail 1st Class (1-3 working days)  £4.49

Some of our orders may be shipped DPD tracked depending on weight and contents. There is no further charge to you for tracked services which are used at our discretion.

How long will it take for my order to arrive?

Please allow up to 4 working days for us to prepare and dispatch your order plus standard postage times as listed above. You will be notified via email if there are unforeseen delays with your order in regards to it being dispatched.

Whilst uncommon, Second class delivery can at times take up to 14 days if there is strike action. If after 17 days (3 days processing + 14 days delivery time), you still have not received your order, please contact us as we are unable to trace any packages with Royal Mail before this time.

Something isn't right - what do I do?

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Please email hello@swoonworthyscents.com with photographic evidence if you become aware of any issues.

Do you offer refunds or returns?

Please contact hello@swoonworthyscents.com for any refund or return enquiries before you begin the returns process.

In order for a refund to be processed, we will need your item sent back to us. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Claims for faulty items made after 14 days have elapsed will be processed at our discretion. Items with a reported defect deemed to be as a result of misuse of the product will not be classed as faulty. 

How do I return my item?

Please see the above question regarding our return policy.

Once the return of an item has been agreed, all products must be securely packaged when returning and will only be refunded if in a re-sellable condition. Items returned to us that arrive damaged will not be credited as we cannot accept responsibility for goods damaged in transit.

We recommend that you return items via registered mail so that you have proof of dispatch in case the item is lost. Customers are responsible for return postage unless otherwise stated during contact with us.

I have returned my item - what's next?

Please see the section above on our return policy first.

We will notify you once we have received and inspected your item/s and then let you know if the refund was approved. If approved, your refund will be made to your original payment method within 10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund.

Get in touch

Have questions about your order, or a general enquiry?