Qiomnuviubuestair

How to file a complaint with us

Most issues — a wrong wick diameter, an incorrectly labelled fragrance oil, a mold that does not match the listed dimension — are resolved through the standard review or defect window without needing a formal complaint. If you have already used that route and are not satisfied with the outcome, or if you believe the issue falls outside those windows for a legitimate reason, this procedure is the right next step.

1

Check whether to report an omission instead

Before filing a formal complaint, ask whether the issue is a specification mismatch that is still within the 30-day defect window. If it is, write to us through the contact page and reference the order number and hand-over date. That route is faster and produces the same outcome — a corrected shipment or a credit — without the formal process.

  • Use the contact page for issues within the 30-day defect window — it is the quicker route.
  • Use this complaints procedure only if the contact route has already failed or the window has closed.
2

How to file your complaint

Send your complaint by email with the subject line 'Formal Complaint' followed by your order reference number. Include your name, the order reference, the hand-over date, a description of the issue, and what outcome you are requesting. Attach any photographs or documentation that support your account. We acknowledge all complaints within two business days of receipt.
  • Subject line must read: Formal Complaint followed by your order reference number.
  • Attach photographs of the item received alongside a copy of the packing slip for comparison.
3

What we investigate and how long it takes

We investigate whether the item dispatched matched the product specification at the time of your order. We do not investigate burn performance, colour development in the finished candle, or fragrance strength — those outcomes depend on your formulation and are outside the scope of this procedure. We aim to issue a written response within seven business days of acknowledgement.
  • We investigate specification mismatches — wrong grade, wrong diameter, wrong shade reference — only.
  • We do not investigate outcomes that depend on the client's formulation, pour temperature, or technique.
4

Possible outcomes

If we confirm a specification mismatch, we will re-supply the correct item at no cost or issue a credit note for the value of the affected item. We do not offer cash refunds as a default outcome, but we will discuss the appropriate remedy for the specific situation. If we do not confirm a mismatch, we will explain our findings in writing and suggest any practical alternatives.
  • Confirmed mismatch: re-supply of correct item or a credit note for the affected product value.
  • Unconfirmed mismatch: written explanation of findings and practical suggestions for the issue raised.
5

What this procedure cannot resolve

This procedure covers specification accuracy only. It does not cover dissatisfaction with burn performance, colour results after pouring, or fragrance strength preferences — these are formulation outcomes that depend on factors outside our control. If your complaint relates to one of those outcomes, we will explain why it falls outside this procedure and point you to the relevant product guidance instead.