Frequently Asked Questions
Are your products vegan?
Yes, our products do not contain animal-derived ingredients. We only use raw ingredients that are all-natural, plant-based and therefore 100% vegan.
Are your products cruelty-free?
Yes. None of our products or ingredients have been (and will never be) tested on animals.
Where are your products made?
All our products are formulated and hand-crafted in-house at our studio lab and showroom in South East London, England. Our showroom is open to the public by appointment only. If you would like to visit us, please email firstname.lastname@example.org to book your appointment. We'd love to welcome you to our studio.
Do you sell wholesale?
Do you make custom scents or products?
Definitely. If you have a specific scent or product in mind, perhaps as a gift for someone else or a bespoke product for your shop or business, we can help you with that. Please send us your requirements to email@example.com and our team will get back to you to discuss your requirements in detail.
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 also cost much less 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. You can find more information about this topic on our blog.
Why do you use rapeseed wax for your candles?
We use rapeseed wax because, after conducting extensive research and testing, we believe that it is the most sustainable and best performing vegetable candle wax. Rapeseed wax is a completely natural, renewable and sustainable resource. It has an extended burn-time 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 and Europe and has a more traceable supply chain and a lower carbon footprint than other popular plant-based waxes like soy or coconut. Since 2021, we have stopped using soy wax in our wax blend due to the devastating effects of deforestation associated with soy plantations.
Are your products safe during pregnancy?
Our products contain essential oils and some of them can be unsafe during pregnancy. Please consult with your doctor before using any products containing essential oils.
Do you deliver internationally?
Yes, we do. You can find more information here.
Please note that for shipments outside of the United Kingdom 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?
All orders placed on weekdays (Monday to Friday) before 1 p.m. are dispatched within the next working day. Please note that during November and December we may be a bit slower due to higher volumes. We promise we will be as fast as we can!
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. When we use a different logistics company such as DHL or UPS you will receive an email notification with tracking information.
Is your packaging sustainable and plastic free?
Absolutely, we use eco-friendly and minimal packaging. Your items will be shipped carefully packed in a cardboard box that can be recycled. Where possible, we re-use our shipping boxes and padding too to reduce waste.
How soon will I receive 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 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 or they could get damaged in transit. If you believe any part of your order is faulty, please email us at firstname.lastname@example.org with a picture and an explanation and we will discuss the options with you.
What if I am not happy with my purchase or changed 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 email@example.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).