Frequently Asked Questions

Products

How and where do you make your products?


We make our products with our very own hands, in the Kentish countryside, using only the best ingredients. As a result, we know exactly what goes into each candle and aroma mist, so we can guarantee that they are free from chemicals, paraffin, additives and synthetic fragrances.




What are your products made from?


All our candles are totally natural, plant-based and therefore 100% vegan. They are the perfect combination of rapeseed and soy wax for a clean and long-lasting burn, a wooden or cotton wick, and a special blend of pure essential oils.

Each aroma mist is made up of an organic floral water base, a careful blend of pure essential oils and a natural coconut-based emulsifier to help the oils and the water blend. Because we don't add alcohol to our mists, the liquid is naturally opaque. For our reed diffusers we use a natural, cruelty-free and vegan soy diffuser base and pure essential oils. Our reeds are made from rattan natural fibres.




Why did you select rapeseed and soy wax for your candles?


Our wax blend is made up of 75% rapeseed wax and 25% soy wax. These are natural and sustainable sources of wax that are also vegan friendly. Soy wax has the benefit of being slow burning and blends easily with other waxes. It is made of soy beans, a natural, renewable and sustainable source. However, there are not that many local soy sources in Europe, especially soy that is not genetically modified. We use more rapeseed wax because, even though it's a fairly new arrival on the scene as far as burning waxes are concerned, it is quite an efficient wax. It has an extended burn due to a lower burning point, retains scent well during storage, but similarly disperses it well when the candle is burning. Rapeseed is also locally grown in the UK, so the carbon footprint of using it is extremely low, and by using it, we are supporting local producers. Like soy, it is a completely natural, renewable and sustainable resource.




What is the difference between essential oils and fragrance oils?


Essential oils are derived from plants and are completely natural. They are obtained by certain methods such as distillation (water or steam) or cold-pressing. Essential oils have been used for their therapeutic properties since ancient times.

Fragrance oils, on the other hand, are usually manufactured in a laboratory and contain artificial ingredients. Unlike essential oils, fragrance oils have no inherent therapeutic benefits. They than essential oils and this is why many producers of home fragrances choose fragrance oils over essential oils.

Even if the ingredients for fragrance oils are listed as 'natural' is does not mean that they are plant-based or have any therapeutic value. Likewise, other ingredients in the fragrance oil may not be safe for use or can even be allergenic, and neither do all the ingredients have to be listed on fragrance oil labels.




Are your products vegan?


Yes. At ELM RD. we do not use ingredients that are of animal origin, so our products are vegan-friendly. Even the emulsifiers and feel enhancers in our products are of from plant and vegetable origin.




Are your products cruelty-free?


Yes. None of our products or ingredients have been tested on animals, and never will be tested on animals. Instead, we rely on the knowledge we have gained about essential oils, ingredients, plants, flowers through study, and by using established technical information and consulting with profesionals to ensure effective and safe products.

  • We do not conduct any form of animal testing and neither does any third party do any form of animal testing on our behalf.
  • We employed a fixed cut-off date policy for ingredients having been tested on animals. This simply means that we don't use any ingredients that have been tested on animals for cosmetic purposes since 1 January 2006.





Shop

Are you planning on having more products in your range?


Definitely! There are so many great ways to bring scent and good energy into your space, so we're looking into more ways we can do this.




Do you sell wholesale?


Yes, we do! If you are interested in stocking ELM RD. please fill in our contact form or send us an email at hello@elmrd.com.




Do you make custom scents?


Definitely. If you have a personal, custom blend in mind, perhaps as a gift for someone else or even for yourself, we can help you with that! Please contact us, and we can make it happen. It would be an honour to create the perfect match.




How do I sign up for special offers and promotions?


Simply subscribe to our newsletter, or follow our Instagram account @ELM.ROAD to be in the loop.





Deliveries

Do you deliver internationally?


Yes, we do. You can find more information here.

Please note that you may be charged for local import duties and/or customs charges on the arrival of your order. This is completely beyond our control.




When will my order be dispatched?


We know must be quite eager to receive your parcel. All orders placed on weekdays (Monday to Friday) before 1 p.m. are dispatched within the next working day.




Who will deliver my parcel?


We use a variety of companies to carry our parcels – orders to most residential addresses will be sent using Royal Mail, if we opt to use a courier service we will notify you of this in your despatch email.




Is your packaging sustainable and plastic free?


Yes, we use eco-friendly and minimal packaging. Your items will be shipped carefully packed in a cardboard box that can be recycled. Every order includes a reusable organic cotton drawstring bag.




How soon should I expect my order?


You will receive an email to let you know that your order is on the way – many of our UK orders arrive within a couple of days but please allow 3–5 working days for it to arrive with you. If it has not arrived after 5 days, please let us know so that we can investigate.

International orders are typically delivered within 1-2 weeks, depending on the destination and customs processing.




What happens if I'm out when my parcel is being delivered?


If you are out when a delivery attempt is made the postman may leave an instruction card through your door. If you think that you may not be at home in the estimated delivery time frame, leave a delivery note, e.g. leave with neighbour (don't forget to supply the neighbour's address), during checkout. You could also have your parcel sent to another address, which can also be provided during the checkout process. If you are not at home when the delivery is made and you don't collect your parcel from your local office it will be returned to us. The cost of shipping will not be refunded and you will have to pay delivery fees again for us to resend your parcel.





Returns

What can I do if my parcel has arrived damaged or broken?


All our products go through strict quality assurance during production and before they are dispatched. However, some defects may not be identifiable by the human eye and could slip through.

If you believe any part of your ELM RD. order is faulty, please email us at hello@elmrd.com with a picture and an explanation and we will discuss the options with you.




What if I'm not happy with my order or change my mind?


We want you to love your ELM RD. purchase and we’ll do our best to resolve any issues you may have. If, upon receiving your parcel, there is anything you are unhappy with please contact us within fourteen (14) days from delivery at hello@elmrd.com including your order number and the reason why you don’t love it.

On receipt of your email, we will get it touch to discuss what happens next.

Please note that you, the customer, will be responsible for the cost of the delivery of the return. We also don’t accept responsibility for any lost or stolen parcels that do not reach us.

Refunds will be processed once the parcel has reached us in their original, complete condition. Any product that has been damaged, not in its original packaging in a resalable condition, will not be refunded (unless otherwise agreed in writing).