FREQUENTLY ASKED QUESTIONS

Check most frequently asked questions here, if you still need help then please contact us at contact@healingandher.com

ACCOUNTS

we supply wholesale stock to stockists. similar to wholesale, products have to be purchases in multiples/bulk however the products are still sold as a HEALING AND HER brand, within a different business.

simply fill out a WHOLESALE STOCKIST form. once we have assessed your application, we will contact you if you have been successful.

easy! simply click on the menu icon and select 'create account'. from there, you will be able to set up an account and start collection love points!

love points are points collected from every purchase you make via our loyalty scheme. for every £1 spent (excl vat and shipping), you collect 10 points. for every 100 points you collect, you receive £1 off.

for example, if you spend £100, that's 800 points to spend on your account.

800 points = £8!

the more you spend, the more you earn. you can even save up your points to enable a massive discount. the choice is yours!

easy! simply sign into your account. a 'crown' widget will be visible on the bottom of your screen, showing you the amount of points you've collected. select redeem and the system will generate a code and automatically add it to your cart!

CANDLES AND MELTS

we use two different types of wax dependant on the candle being produced.

- eco soy wax

used for our free-standing candle collections, wax melts and refill options

- rapeseed and coconut oil wax

used for our vessel container candles

all of our waxes 100% natural, vegan and cruelty-free. none of our waxes contain parabens, beeswax, toxins or synthetic additives.

there are a few natural imperfections that can be caused during the production of candles and unfortunately are completely out of our control. these imperfections are known as 'aesthetic imperfections' as they have no effect on the perfomance of your candle. on the upside, these imperfections prove that your candle is 100% natural;

- frosting

this appears like little cloud-like formations on your candle. this is actually a unique and natural effect of using natural waxes, especially soy. the wax is trying to return to its natural form, and as a result, begins to crystallise. 

- jump lines

these can occur for several reasons. firstly, unintentionally. secondly, they can be created to give the candle a textured visual.

- air bubbles

little pockets of air that can get trapped in the wax during the candles setting period. 

when imperfections aren't caused naturally, we place these candles in our 'perfectly imperfect' sale.

once your candle is received, it is ready to burn.

however, if you want to cure it for longer, we would advise anything up to 2 weeks. the waxes we use, cure within 48 hours, however scientifically, you can argue that the longer a candle is cured for, the better hot and cold scent throw may be.

burn times will differ throughout our collections.

for a specific burn time, please see the bio of the product in question.

here is our go-to candle guide, which advises how to look after your candle correctly and safely.

- always leave at least 10cm between burning candles.

- DO NOT burn a candle on or near anything that can catch fire.

- burn this candle on a level heat-resistant surface ONLY.

- DO NOT place in direct sunlight.

- MAY CAUSE AN ALLERGIC REACTION TO SKIN.

IF ON SKIN: wash with plenty of soap and water. If skin irritation or rash occurs;

SEEK MEDICAL ADVICE/ATTENTION.

- toxic to aquatic life with long-lasting effects.

- on the first burn, always burn for 3-4 hours to ensure an even melt pool.

- ensure the wick is upright, above the wax and central before the wax sets. 

- always trim the wick to 5mm before lighting.

- extinguish when 5mm wax remains. DO NOT RELIGHT.

 - never burn this candle for more than 4 hours at a time.

- DO NOT allow the flame to touch the glass.

- dispose of contents/container to approved disposal site, in accordance with local regulations.

NEVER LEAVE A BURNING CANDLE UNATTENDED.

KEEP OUT OF REACH OF CHILDREN & PETS.

no need to return your candle jar, we send your refill directly to you, with an easy how-to guide to help you with your new candle installation. just select an 'insert' product on our store, which will include everything you need for your refill.

we also provide a subscription service, which allows you to never run out of your favourite scents and at a fraction of the price.

your wax melts should never physically emit smoke. however, they may emit vapour when burning. this is normal in natural wax and is actually the fragrance being released from the wax.

keep the wick trimmed to 1/4 inch at all times. it is suggested to trim the wick every 4 hours of burn time.

when wick trimming, you should always extinguish the flame, let the candle come to room temperature, and trim the wick before relighting.

simply trim the wick before lighting each time.

CRYSTALS

the terms mineral, rock, crystal and gemstone are often used interchangeably, however each one indicates significant structural differences.

- mineral

a mineral is a naturally occurring solid substance that contains distinct crystalline structure and chemical compositions.

- rock

a rock is composed of several minerals combined and does not contain the specific chemical composition that would normally be found in a mineral.

- crystal

most minerals occur naturally as crystals. a crystal is a solid material made up of ions, atoms and molecules arranged in an orderly repeating pattern.

- gemstone

a gemstone is a valuable mineral or crystal that has been cut and polished, often to use in jewellery. 

being unaltered, raw crystals tend to carry a stronger energy then those that have been cut and polished. polished stones carry a softer vibration that can be helpful for many situations, especially for those who are sensitive to crystal energy.

both raw and polished stones are effective healers and have an important place in any crystal collection. 

raw crystals are as they come from the ground and due to this reason, they may still contain clay residue.

we try our best to dust this off as much as possible whilst handling the stones as little as possible as the majority of crystals absorb energy. although we cleanse all of our crystals before they are rehomed, we want to alter the natural energy as little as possible.

if you find that your stone has quite a lot of clay residue, you are able to remove this by cleansing them in water (depending on the stone), allowing them to naturally dry and dusting them off with a gentle bristle brush. 

with there being thousands of different crystal varieties to choose from, selecting the perfect one can seem over whelming. if you feel drawn to a specific crystal, it can often mean that you are in need of that stone's particular energy in your life.

- by colour

if you are looking to acquire a stone for a particular need, it can be helpful to choose the stone by its colour. for instance, pink and green stones are associated with the heart chakra and are powerful in aiding emotional healing. you may like to look up the colours and their associations first or pick the one that you are drawn to. either way, selecting a crystal by its colour is an effective way to ensure you ate choosing the right stone for your needs.

- by feel

many people like to choose crystals based on how they feel. by holding a stone and focusing on how its energy feels, you will be able to decide whether you are connected to its healing vibration. some people feel a hot or cold sensation emanating from the stone. others may feel its energy resonating with certain chakra or a specific area on the body. this method may take some time to develop, so remember not to feel pressured if you have not yet become fully attuned to this ability.

- by need

crystals can be a great source of comfort and support in all kinds of circumstances. for example; if you are going through a difficult time emotionally, a stone such as rose quartz can bring great comfort and peace. if you are looking for a stone to increase energy, creativity, or motivation, carnelian may be the stone for you.

each crystal has an energy field that can positively interact with your own, naturally directing, absorbing, amplifying and focusing energy within the body. like all things in the universe, crystals run on vibrations; each one embodies a unique energy with a range of positive attributes depending on the type, colour and vibration of the stone. working with crystalline energy assists in restoring the body to its natural state and helps to bring into balance all aspects of the self. this results in a healthier mind and body, a more positive outlook and a higher quality of life.

studies have demonstrated that some crystals also conduct energy. in 1880, french physicist Pierre Curie discovered 'piezoelectricity'. he found that putting mechanical pressure on various stones, including quartz and topaz, generated electricity. this is why crystals are used extensively in electronic appliances today, including computers, mobile phones and tv screens, as well as skin care products and medical equipment. 

we believe that intention and level of consciousness, encourage a person to be receptive to the healing power of stones. when we are more aware of the different vibrations around us, we are able to feel the effects they have on our lives. from alleviating stress and anxiety with amethyst to promoting abundance and success with citrine, crystals are powerful tools that we can use in many ways to create positive shifts in our lives.

there are many ways in which you can cleanse your crystals;

- sun

the sun burns off old energy and refills your crystal with vibrancy and light. place your crystals outside in the light of the sun, for 4 hours or more.

- sage

the smoke created when burning sage carries away any low vibrational energies stored within the crystal. immerse your crystal in the smoke of burning sage for 30 seconds.

- moonlight

when the moon is at its brightest, also known as a full moon, bathing crystals under it restores them to their brightest form. place your crystals outside, under the full moon for 4 hours or more.

- water

water is said to neutralise any negative energy stored inside the stone and return it back to the earth. submerge your crystals into water for up to 24 hours. pat dry when complete. *HARD CRYSTALS ONLY*

- sound bowls

sound breaks up any stuck or stored energy and restores harmony due to the frequency of the music. place your crystals around the sound bowl. gently strike the bowl with the stick so it emits a ringing sound.

- other crystals

selenite is a powerful crystal for cleansing and purifying energy. place your crystals on top of a piece if selenite for 4 or more hours. 

ORDERS

you may see pre-order across our store and it means either of the following;

- this item is currently on its way to us and hasn't yet arrived at our store. it isn't yet in stock, however we are taking pre-orders as we have limited pieces available.

- we are ethically sourcing this product manually once an order has been placed. this could take anything from 48 hours - 6 weeks.

when an item is available for pre-order, we would advise contacting us to ensure we can meet your delivery requirement needs.

PLEASE NOTE; when an item is under pre-order, we would advise not ordering this item alongside any other products. this is because the order will only be dispatched when the pre-order item is in stock and not separately. 

unfortunately once an order has been placed, you are unable to cancel it.

you are however, able to amend your shipping address prior to it being shipped.

if you no longer want your order, you must request a refund.

PLEASE NOTE; we do not cover shipping costs.

we currently have a 10-14 working day turnaround. this may fluctuate from time to time, so please check our announcement header on our website for the latest updates.

our turnaround time only includes the time your order takes whilst it is with us, your delivery timeframe is not included and is completely out of our hands. our delivery timeframes are estimates, based on the data provided by the courier.

if your order hasn't been received within 14 working days of dispatch, please contact us and we can raise a dispute with the courier. unfortunately we are unable to take action prior to this time.

we currently have a 10-14 working day turnaround. this may fluctuate from time to time, so please check our announcement header on our website for the latest updates.

we offer a priority service to all customers, which can be selected at checkout.

this means, that your order will be completely fast-tracked, regardless of your order placement and added to the fast-track queue. from there, your order will be dispatched within 48 hours, excluding weekends, and shipped using our express shipping service.

PLEASE NOTE; pre-order items are excluded from this service. 

RETURNS

in the event you are unhappy with the product, or you have simply changed your mind, you may return new, sealed + unused products within 14 days of delivery for a full refund of the cost of the goods only. please return products with original packaging (if unavailable, please use appropriate packaging), any products received damaged during transit will no longer be returnable.

items purchased in sale, discounted and/or purchased using a coupon code or bespoke sourced are not eligible for refunds. we may accept a return, in exchange for store credit, at the discretion of HEALING AND HER LTD. 

SHIPPING

we have multiple shipping orders on our store and prices are variable. please see our SHIPPING POLICY for details.

YES! we ship worldwide.

*PLEASE NOTE* international shipping may be subject to customs charges. we are not liable for any charges that have occurred.