FAQ

Yes, all Wax & Words candles and wax melts are completely vegan-friendly. We use 100% plant-based waxes and our fragrances contain no animal-derived ingredients. Nothing we make is tested on animals either.

We dispatch all orders within 1-3 business days via Royal Mail Tracked 48. Once your order is on its way, you'll receive a tracking number so you can follow its journey right to your door.

We offer a 30-day return policy. If you'd like to return an item, it must be unused, in its original packaging, and in the same condition as received. You'll also need proof of purchase. To start a return, get in touch at info@waxandwords.co.uk and we'll guide you through the process. Please note that return shipping costs are the buyer's responsibility, and items sent back without prior approval won't be accepted. If your order arrives damaged or incorrect, contact us straight away and we'll resolve it as quickly as possible. Refunds are processed to your original payment method within 10 days of us receiving and approving your return. Please note we don't accept returns on used or burned candles or wax melts, used wax melters, sale items, or gift cards, and we don't offer exchanges.

Our products are made from natural coconut wax and are safe for general home use, but pets have much more sensitive noses than we do. Always ensure the room is well-ventilated and never leave a burning candle or wax warmer unattended around curious paws. We recommend observing your pet for any signs of discomfort when trying a new scent, and keeping candles and burners on a stable surface out of their reach.

While we strive for 100% accuracy, we are human and mistakes can occasionally happen. If you find an item is missing or you have received the wrong product, please contact us at info@waxandwords.co.uk with your order number and a photo of the items that arrived. We will prioritise getting the correct items sent out to you immediately.

Tunneling occurs when a candle burns down the centre, leaving a ring of hard, unmelted wax around the edges. This usually happens if the candle is not allowed to burn long enough during its first lighting to reach the edge of the jar. Pro tip: you can wrap aluminium foil around the top of the jar (leaving a hole for the flame). This reflects heat back onto the outer wax to help it melt and level out. To prevent it in the future, always ensure the entire top surface is liquid before blowing out your candle.

A mushroom is a carbon buildup that occurs at the tip of the wick after a long burn. This happens when the wick consumes wax faster than it can burn it off, or if the candle has been lit for longer than 4 hours. To fix this, simply trim the wick to about 5mm before each light. This ensures a cleaner, safer flame and prevents any black soot from marking your jar.

Yes, absolutely. Small sinkholes, craters, or a slightly bumpy surface are perfectly normal with natural waxes like coconut. This happens because the wax shrinks slightly as it cools and solidifies, sometimes creating small air pockets or dips on the surface. These are purely aesthetic and are actually proof that no chemical stabilisers or paraffin have been added. It will not affect the burn time, scent throw, or quality of the product in any way.

The cleanest way to swap scents is to wait until the wax has completely cooled and hardened. Light your tealight (or turn on your electric warmer) for about 30 seconds, just long enough to loosen the base. The solid disc should slide out easily. Simply wipe the well with a paper towel to remove any remaining residue before adding a new scent. Pro tip: use wax melt liners or silicone trays. Once the melt is solidified inside the liner or tray, simply pop it out and discard. You can even use the old wax as a fire starter for your fireplace or fire pit.

In most cases, this is not smoke but fragrance vapour. When the oil is heated, it evaporates to release the aroma into the room. If the vapour is white and wispy, it is perfectly normal. However, if you see dark smoke, it may be a sign that your tealight is too large or the burner is getting too hot.

This is due to the varying density of the fragrance oils we use; some oils are very thin, while others are quite thick. While this can cause micro-variations in the final weight, it does not impact the scent throw. We measure our oils using 0.001 precision scales to ensure the fragrance-to-wax ratio is perfect every single time.

Yes! We'd love to hear from you! If you're interested in collaborating with Wax & Words, drop us an email at info@waxandwords.co.uk and we can discuss the details.