Before you write, a quick scan of this page will tell you exactly what to include so we can answer in one exchange rather than three. The most common reason a reply takes longer than one day is a missing order reference or hand-over date — both are on your dispatch confirmation email.
What to include in your first message
A clear first message saves at least one round of back-and-forth. If you are writing
about a delivered order, include the order reference from your dispatch email, the
hand-over date, the product name and quantity, and a plain description of the issue.
If you are asking a pre-order question, just describe the project and the wax type
you are considering — that is enough for us to give a useful answer.
- Order reference number from your dispatch confirmation email, so we can locate the correct record immediately.
- Hand-over date printed on your dispatch email, which tells us which review or defect window is currently open for your order.
- Product name and quantity as listed on the product page, not just a description like 'the wax I ordered last week'.
- A plain description of the discrepancy — what the packing slip says versus what arrived in the box.
Personal data — what not to send
Please do not include your full payment card number, banking details, or
government-issued ID in your message. We do not need any of that information to
process an enquiry or resolve a specification mismatch. If we need to verify your
identity for any reason, we will tell you what we need and why before you send
anything.