FREQUENTLY ASKED QUESTIONS

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

CANDLES AND MELTS

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

- A27 PERFOMANCE SOY WAX

Used for our free-standing decorative candles, wax melts and refill options

- DELUXE SOY WAX

Used for our vessel container candles

100% VEGAN & CRUELTY-FREE, NO PARABENS, NO TOXINS & NO SYNTHETIC ADDITIVES.

There are a few natural imperfections that can be caused during the production of candles and unfortunately, these are completely out of our control. These imperfections are known as 'aesthetic imperfections' as they have no effect on the performance of the candle. On the upside, these imperfections give you reassurance 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. When reaching a certain temperature, 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 may place these candles in our 'perfectly imperfect' sale.

Once your candle is received, it is 100% burn ready.

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

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. We will not dispatch these items 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 within 14 days of your order being received.

FOR FULL TERMS, PLEASE SEE OUR RETURNS POLICY. 

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 or contact us for details.

Our turnaround time only includes the time your order takes to complete 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 or contact us for details.

RETURNS

In the event you are unhappy with your order, 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 within the original packaging (if this is no longer available, please use suited packaging). Any products that are damaged during transit will no longer be eligible for a refund.

In the event an item has been received faulty, please report this within 48 hours of delivery. Any time after this, your item will no longer be returnable.

Items purchased in sale, discounted &/or purchased using a coupon code or bespoke sourced items are non-returnable. We may accept a return in exchange for store credit, at the discretion of HEALING AND HER.

SHIPPING

We have multiple shipping rates within our store and prices are variable. Please see our SHIPPING POLICY for details.

YES! We ship internationally.

PLEASE NOTE; International shipping may be subject to customs charges. We are not liable for any charges that have occurred.