Are your wax candles handmade?

All of our soy wax candles and melts are handmade from our home studio. Each piece of wax will have varying differences in appearance - although we strive for consistency where we can. It is normal to find imperfections in the wax, frosting is a natural occurrence when working with soy wax and may be present in some of our creations. If you are concerned by the quality of a product received please get in touch. 

Can you make custom orders?

Please get in touch via our contact page or at info@thescentcoven.com to discuss custom orders. Agreements will be made on an individual basis depending on the needs of each customer. For all bespoke information you can visit our dedicated Bespoke Services page.

Do you sell wholesale?

Yes we do! Please see our dedicated wholesale page for further information and how to place an order. We have a number of wholesale options available to you, with a really low MOQ - this is because we love to work alongside small niche business, just like ours!

Taking care of wax

All of our wax products are made using Soy wax and should be handled with care. After the initial setting period, soy wax is still relatively soft so should be treated well to avoid damaging the aesthetics of your piece. Always burn candles as described in our Candle Safety Guide and ensure you use heat resistant plates for any container-less candles. 

Do you ship internationally?

Yes we are happy to say we ship internationally! Due to the current Covid-19 pandemic though, there are major strains on the postal system and this in turn has affected the shipping rates for small business. They fluctuate often and so our international rates do the same to reflect this change. All shipping charges demonstrated at checkout are current and fair, this may sometimes look an awful lot, particularly for the USA. Due to the weight and size of our packages, we have to ship as a small parcel minimum to allow for adequate packing materials and the safety of your purchases. We hope that this situation begins to resolve itself soon and please be assured, as soon as we are able, we will reduce our international rates accordingly. 

My candle looks frosted

When working with 100% soy wax it is natural to find in some cases, a white film-like frosting on the outside of the candle. This is a completely natural bi-product and a testament to the genuine nature of the wax used. While we do all we can to remediate this common issue during manufacturing, each piece is different from the last and frosting would not justify a refund or return. Frosting does not affect the scent-throw or integrity of the candle in any way. We hope you can appreciate the beauty in nature as much as we do!

Can I get the full ingredient, allergen details and SDS?

Simple answer is: Yes! We operate on a fully transparent approach, everything we use is entirely vegan, cruelty free and in many cases non-toxic. However, you are welcome to the full safety data sheets and all allergen details, all you have to do is simply ask via email: info@thescentcoven.com telling us which items you are interested in or any particular fragrances - we will email you all the data for you to read at your leisure. Any questions, just ask! We want you to be entirely safe in the knowledge of what you are buying.

Can i combine my orders?

Unfortunately, we will be unable to combine orders once they have been placed. We have weight restrictions set without our cart calculations to ensure that charges are accurate, fair and that we are not over our postal limits. Due to the amount of orders we receive, it is an incredibly manual task to combine orders and currently there are only two of us who manage the entire business, for this reason we will no longer be combining orders. Please ensure you have what you want in your cart before placing the order. This also avoids unnecessary refunds for postage due to combining multiple orders.

I had a discount code but I forgot to use it at checkout, can you discount my order once it has been placed?

We cannot retrospectively discount orders once they have been placed, due to the amount of orders we receive and ensuring that the codes you are using are within the expiry limits. Please ensure you have applied codes at checkout before completing an order.

Can I collect my order, I am local!

Yes, you can collect from our home studio address and avoid shipping fees! Please select collection at checkout and any shipping fee will be wavered. You will receive a collection notification and personal email from us to schedule your collection once it is ready.

I have questions relating to shipping

Once you have received your shipping notification from us, then the parcel is with the service selected at checkout. In most cases this will be UPS which is a tracked service. They will update you about your order and you can track your orders journey. We will not be able to influence what happens to the delivery once it is collected. If you are one of the Royal Mail services internationally, this is not a tracked service and we are unable to assist or advise where the order is in the delivery cycle. 

If you haven't received an order after a week UPS and 10 days Royal Mail (UK) please get in touch via email or contact page to notify us, lost parcels are rare but they do happen and we will discuss a replacement to be shipped out to you in such circumstances. If you are international UPS please allow a week, if Royal Mail please allow up to 8 weeks before reaching out to us.