Frequently asked questions

Need Help?

PRODUCTS


Q. What type of wax do you use?

A. We use 100% soy wax for both our candles and wax melts.


Q. Are your products cruelty free and pet friendly?

A. Yes, our products are both cruelty free and pet friendly. We are also 100% vegan-friendly and plastic free.

However, please ensure our products are kept out of the reach of animals and children to reduce risk of consumption.


Q. Where are you based and are your products made in the UK?

A. Yes, we are based in Carlisle, Cumbria. 

We make all our products and every single candle by hand in house at our workshop by our team of 3 in the city centre. 


Q. Are your products CLP complient?

A. Yes, all products are fully CLP compliant. More information for individual products can be sent on request, just email us at victoriancandleco@gmail.com with your questions or complete our contact us form.

ORDERING


Q. Can my order be sent as a gift?

A. Absolutely! Simply let us know in the note section in your cart before checking out. We will also include a hand written note if you'd like and we never send parcels out with financial information in them. 


Q. I’m struggling to order on your website. Who can i contact?

A. If you're struggling to place an order on our website, please feel free to pop us a message, email or call us and we'd be happy to help.

Contact us

Email: victoriancandleco@gmail.com

Telephone: 07435272475


Q. Do you have any discounts available?

A. Yes, we offer a selection of discounts across our product range.

Our small tinned candles are £6 each or discounted to 3 for £15 or 6 for £30

Our large tinned candles are £12 each or discounted 4 for £40.

We also offer savings on our collection boxes and free shipping on orders over £25.


Q. Do you offer gift cards?

A. Currently we don't offer gift cards. However, we are in the process of developing a gift card for our customers to purchase or gift to others.

PAYMENT


Q. What froms of payment do you accept?

A. We accept all major debit and credit cards. We also accept payment via PayPal, Google Pay and Shop Pay.


Q. Is my information secure and private?

A. Yes. We do not keep any personal or payment information. Our payments are handled securely by Shopify who are both PCI Service Provider Level 1 offering the highest grade of payment security.

DELIVERY

Q. How long does delivery take?

All of our products are handmade to order by our small team in Carlisle. We aim to deliver your products 

5-7 working days after you've placed your order with us.

Thanks!


Q. Do you deliver internationally?

Unfortunently this is not available at the moment, but is something we are working to introduce soon.


Q. Do you offer local delivery?

A. Yes, we offer FREE local delivery at checkout to our customers who live in Carlisle city centre.


Q. Do you offer free delivery?

A. When ordering on our website, we offer free shipping on all orders over £25. 

For example, when ordering one of our Gift Boxes of 6 candles, the shipping is FREE! 😊


Q. How will my order be presented on arrival?

A. We are proud to use completely plastic free packaging. Your items will be safetly packed with recycled/reused brown paper, sealed with paper tape and placed in a box with paper shred if required. All of our packaging can be recycled or re-used. 


ISSUES & RETURNS


Q. I haven’t received my order, who can i contact?

A. Please feel free to message, email or call us and we'd be happy to help and resolve your issue as quick as possible.

Contact us

Email: victoriancandleco@gmail.com

Telephone: 07435272475



Q. My items are damaged, what do i do?

A. Please contact us and we'd be happy to help resolve your issue as quick as possible. 

We will need your order number and a picture of the damaged goods via email or message. 

Contact us

Email: victoriancandleco@gmail.com

Telephone: 07435272475

HOW TO USE


Q. How do i use your candles? 

A. Trim wick to 5mm before lighting.

Keep candle free from any foreign materials including matches and wick trimmers. 

Only burn the candle on a level and fire resistant surface. 

Do not burn the candle for more than 4 hours at a time. Extinguish your candle when the level of wax reduces close to the base of the tin. 

For more information - Burning Tips & Safety


Q. How you i use your wax melts?

Break off one to two cubes, depending on your burner size. 

Add a tea-light underneath and light or turn on your electric burner.

Two cubes should give 12-18 hours of fragrance. 

Do not add more than two cubes at a time to your burner. 

Do not leave the burner unattended

For more information - Burning Tips & Safety


Q. How do i buy your products?

A. You can purchase our products via our online shop, at one of our stockists or catch us at a craft fair/event. 

We do not have a physical shop front however we are stocked in 100+ shops across the UK. Check out our stockist map to see if we stock a shop near you!

BESPOKE & CORPORATE ENQUIRIES


Q. Can we bulk buy candles for a corporate event?

A. We are always happy to discuss bulk orders for corporate events or gifts. Please email us at victoriancandleco@gmail.com with an overview of what you had in mind and we will get back to you with a detailed quote. 

STOCKIST ENQUIRIES 


Q. Can I become a stockist?

A. If you would like to become a stockists please complete our enquiry form here.

Stockist applications are reviewed as quickly as possible but this can take up to a week and possibly longer during busy times.