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Please find the most popular queries our customers have regarding ordering and delivery of their products in the list below.
If your query is not answered on this page, please use the Contact Us link to forward your question.
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GCS&TM
Postage Calculations
Packaging Information
Refunds & Returns
Viewing Our Products
Payment Methods
Missing / Delayed Deliveries
Damaged Deliveries
Shopping Discounts
Sensitive Skin & Babies
Body Care Products
Product Safety and Insurance
Fragrance Choices
Candles
International Customers
Wax Tart Melts
Soy vs Paraffin Wax
Memory Candles
Wholesale Customers
Party Plan
Passwords
Response Time
Privacy Policy
Q: GCS&TM
You have a logo of the Guild of Craft Soap & Toiletry Makers on your front page. Can anybody be a member of this organisation and/or use their logo?
A:
No!
To become a member you have to go through a thorough, completely independent verification process by the Guild.
You have to provide proof that you are trading in compliance with EU regulations for the manufacture and sale of cosmetics; and that your business holds the required Public Liability Insurance.
Only members of the Guild are authorised to display the logo of the Guild of Craft Soap & Toiletry Makers.
Q: Postage Calculations
How does your site work out the postage costs when I place an order?
A:
Our shopping cart will automatically calculate your postage costs dependent on the combined weight of your order.
UK customers will be charged at Royal Mail rates for packages less than 1.5kg in weight and at a flat rate of £6.99 for a courier delivery service for orders up to and including 10kg in weight*.
European customers will be charged at Royal Mail Small Packet Airmail rates for packages up to 2kg in weight (remember this includes the packaging!) however, should your order exceed 4kg we will dispatch your order via a courier at a flat rate of £23.00 for orders up to and including 10kg in weight*.
Wholesale Customers will have their own shipping options which MUST be chosen at the checkout. These orders are dispatched by Interlink and are incremental on order weight starting at £6.50.*
*We reserve the right to charge additional postage costs for those orders which exceed our courier weight above or where the order requires more than one box to protect your order.
Q: Packaging Information
How securely do you package my order and will it be insured?
A:
Our products are well packaged in new postal boxes with plenty of padding to ensure they arrive with you safe and sound.
Please note that glassware is NOT insured against damage in transit by any of our UK or European postal services. In the event you wish to upgrade your postal service to insure your purchase, please contact us so we can quote and invoice for the difference in postage costs.
We will no longer be able to offer a refund or replacement for any uninsured product such as a glass contained damaged in transit - so please consider your purchase and the insurance option carefully.
We retain proof of posting for all outbound mail and will assist in pursuing a claim for non delivery should this happen to your package. Non delivered packages will be replaced providing the fault is with the carrier rather than the customer not being available to take delivery or collect from their local depot after an attempted delivery.
Q: Refunds & Returns
What is your policy on returning goods for refunds?
A:
If you place an order and wish to cancel, this can be done within forty eight hours of placing your order. Please use our 'contact me' page for our email addresses and telephone number. If payment was made via PayPal using a credit or debit card, the payment will be refunded through PayPal. If payment was made via PayPal using direct bank transfer or eCheque, the payment will be refunded as soon as the cleared funds are available for direct refund.
As the majority of our items are hand made to order, and we are available to answer any queries regarding our products in advance of an order being placed; there will not generally be a refund offered simply because a customer decides they have changed their mind about the product.
However, in the event of a hand made product being supplied which is not in fulfillment of the original order, a full refund including postage costs will be made.
Fragrance oils, candle and tart making kits and waxes will not generally be refunded or exchanged in any circumstances. None of these products can be received back into stock due to the fact we are no longer able to verify their quality once they have left our premise. The exception to this would be a fragrance oil that has separated or crystalised for some reason during transit and which we will replace once we have had it returned and had chance to examine it.
Tart warmers, pre packaged tea light candles and any other item purchased which has not been hand made to order by our company can be returned within seven days, in it's original packaging and in an unused state, for a full refund of the purchase price. Refunds will be made in the manner in which payment was made - PayPal payments via PayPal and postal payments via cheque.
Q: Viewing Our Products
Can I see the quality of your stock before I make my purchase?
A:
Of course you can!
Our bricks n' mortar retail outlet can be found at:
88-90 Cardiff Indoor Market
Trinity Street
Cardiff
CF10 1AU
We would love to have you visit us so you can see a selection of the products we manufacture and stock and have the chance to discuss your ordering requirements with us directly.
Q: Payment Methods
How do I pay for my order?
A:
You may order and pay for goods on this site by Cheque or Postal Order; by Credit/Debit card payments through Paypal or through our secure online credit card server.
If you would prefer not to use your credit or debit card for online transactions you may telephone us between the hours of 9.30am and 5.30pm on 02920 233167 to make payment directly over the telephone. You will need to have your order number to hand which is included in the email you receive as confirmation of your order.
We do not charge any extra for accepting credit or debit card payments.
All our products are made freshly to order upon receipt of cleared payment and we ask that you allow up to ten working days for your order to be completed. Please allow one or two days for the post in the case of Cheques or Postal Orders and a further five working days for cheque clearance.
Cheques and Postal Orders should be made payable to Comforts & Candles.
Q: Missing / Delayed Deliveries
What happens if my order does not arrive?
A:
If your order is dispatched via Royal Mail it should be with you within two to five working days after it has been processed into the Royal Mail system.
If your order is dispatched via Courier it should be with you within 48 hours after collection.
Should an order go missing in transit we will, of course, contact Royal Mail or the carrier to initially try and locate your parcel. If this is unsuccessful we shall file a claim for non delivery and replace your order.
Q: Damaged Deliveries
My package has arrived but the contents have been damaged. What can you do about it?
A:
If your order arrives and the contents are damaged, please be assured we will work to replace those products - with the exception of products composed of glass, ceramic or other similar 'breakables' which are NOT covered for damage in transit.
All of our other products are insured against loss or damage whilst they are travelling to you. We will contact the carrier and log a claim for damage. Please keep the packaging incase Royal Mail or the courier require photographs or view of the packaging in order to determine the outcome of such a claim.
Once the claim has been accepted by the carrier as having been damaged whilst in their care; we will immediately replace the relevant products or offer a refund.
Q: Shopping Discounts
Do you offer shopping discounts if I buy a few items in one go?
A:
Yes, we do offer shopping discounts which are solely based on the cost of the products in your shopping cart:
Shopping Discounts
| Shopping Cart Value | Discount | | £30.00 - £49.99 | 5% | | £50.00 - £99.99 | 7.5% | | £100.00 - £149.99 | 10% | | £150.00 - £199.99 | 12.5% | | £200.00 - £249.99 | 15% | | £250.00 - £299.99 | 20% | | £300.00+ | 25% |
Q: Sensitive Skin & Babies
I have exceptionally sensitive skin and/or a young baby. Can I use any of your products?
A:
If you KNOW you have particularly sensitive skin or skin conditions such as eczema or psoriasis; PLEASE contact us before you make your order.
We have a number of products which are highly suited for skin which is sensitive, suffers from skin conditions and for all ages including tiny babies.
We would prefer to discuss your particular skin problems with you first to be able to best advise which of our products would be suited to your skin and least likely to cause any type of reaction.
Q: Body Care Products
We see lots of things called 'natural' which have hidden chemical ingredients in them. How natural are your bath and body care products really?
A:
All of our bath and body care products are created with genuinely natural, and where possible, organic ingredients. We do not use additional preservatives unless absolutely necessary and even then we do not use preservatives from the Parabens range of chemicals.
All of our products are free from SLS, SLES, Parabens and many other ingredients known to be skin irritants. They benefit from the addition of quality essential oils for therapeutic purposes and scent or EU grade cosmetic oils for fragrance.
For our customers to be able to make an informed choice all products fragranced with our quality synthetic scents are clearly marked as are those suitable for vegetarians and/or vegans.
Q: Product Safety and Insurance
Are your body products legal and safe to use and are you insured?
A:
Buying bath and body products on the internet can be fraught with concerns about whether the products you are purchasing will possibly do any damage to your skin.
Smaller business' like ourselves do not have a recognisable brand name and we appreciate that can make some customers wonder if our products are as good and as thoroughly tested as those available on the high street.
ALL of our bath and body products are independently assessed by a Cosmetic Laboratory to ensure that our recipes and finished products are manufactured safely and to the same level of legislation as applies to any other brand product you might see on the high street.
Our body care products are crafted to the highest standards in a hygienic environment and to all applicable EU regulations. The advantage to you, the customer, is that unlike many branded products which require the addition of many preservatives for the time they might be sitting on a shelf in storage or display; our products are created to order. This means we can still offer a twelve month shelf life WITHOUT the need for the extra chemicals to keep the product free from bacteria. Fresh ingredients also mean that Shea Butter for example still retains its natural, therapeutic skin properties which start to decline after fifteen months.
We are fully insured and have had our Safety Certification and Insurance status independently validated by the Guild of Craft Soap and Toiletry Makers as can be seen on the front page of our website. For the sake of your health - please ensure that any manufacturer you are considering purchasing bath and body care products from does hold the appropriate, independent certification for their products.
Why buy a product on the high street that has an ingredients list akin to that required by a chemical laboratory when you can purchase beautiful products stuffed with skin loving ingredients here at a fraction of the cost?!
Q: Fragrance Choices
I want to order some candles but wondered if you ever run out of my favourite fragrance?
A:
We have a very generous stock of oils but should we have run low on your
choice of fragrance oil, we shall contact you immediately to let you know.
Our oils take approximately one week for delivery so you will be able to decide
whether to make a second choice or wait until your first choice is in stock.
If you are considering a substantial purchase for gifts or a celebratory occasion, we recommend you contact us first to ensure adequate supplies of your chosen fragrance are in stock.
Q: Candles
Please can I have more information on the type of candles you make?
A:
Our candles and other wax products are created with quality wax sourced from reputable and ethical suppliers. The products are fragranced throughout the wax to the maximum concentration each type of wax will hold. They are long burning and available in the more economical paraffin wax and the environmentally friendly Soy and Vegetable waxes. We do not use wicks containing a lead or zinc core in *any* of our candles. All our wax products are available unscented or fragranced with imported, cosmetic grade, fragrance oils.* All candles are also supplied with a safety label to ensure you obtain maximum pleasure from your purchase.
We hand pour our candles in small batches to ensure freshness of product and scent for our customers.
We make container candles in a variety of different glass or ceramic containers as well as pillar candles, novelty shaped candles and wax tart melts which are all suitable for fragrancing your home.
Q: International Customers
I live outside of the UK and Europe. Can I still order from your site?
A:
Yes!!!
International customers are very welcome to shop with us.
Our shopping cart though is only set up for UK or European customers so please could you email your order to us so we can determine the appropriate shipping costs for you to decide if you wish to proceed with your order.
Q: Wax Tart Melts
How do I use your Wax Tart Melts?
A:
Good question - and if you have never used them before you are surely in for a treat!
Our wax tart melts are available in a variety of designs and made from Eco Soy Wax or our own soy/paraffin wax blend. They are more highly scented than candles as the lack of a wick allows the wax to hold more fragrance.
A tart melt can be placed in an electric tart burner or tea light burner (do not add water) and allowed to melt – releasing an aroma that will fragrance your home for hours upon end.
Our Snap Pack soy wax melts will fragrance for a minimum of five hours per chunk and are particularly suited to those who prefer soy wax products or have burners with smaller wells. They are supplied in convenient packaging which can be resealed after a chunk has been removed and they are best kept somewhere cool or in the fridge.
Our slightly larger decorative melts will fragrance for approximately eight hours each and also look very good out on display. These melts are supplied in white bakery bags so they can be resealed to maintain freshness of scent.
Q: Soy vs Paraffin Wax
What is the difference between Soy Wax and Paraffin Wax?
A:
Our soy wax is derived from a natural, farmed product and is therefore more environmentally friendly than paraffin wax. It also burns approximately one and a half times longer than it's paraffin wax counterpart with containers and spills being easily cleaned up with hot, soapy water. It is suitable for vegetarian and vegan households. We do not add colour to our Soy candles to maintain the wax in it's natural a state as possible – however, should you require the wax in your candle to be coloured to suit the fragrance or your décor, this option is available at no extra charge upon request.
Our paraffin wax candles are created with quality paraffin waxes and, as they are thoroughly tested and wicked correctly; they will also burn with the minimum of soot providing they are maintained by the customer correctly. Paraffin wax lends itself far more to being coloured to suit decor schemes and is exceptionally fragrant.
There is a lot of information being used to promote soy wax candles to the detriment of paraffin wax. This is nothing more than marketing blurb and there has yet to be any recognised scientific study which proves either wax to be superior to the other.
It is completely true that soy wax burns for longer periods of time than paraffin making the initial expense more worth while. It is also true that soy wax is derived from a sustainable, farmed resource. However it is definitely NOT true that paraffin wax is created from the sludge left in the bottom of an oil barrel. Paraffin wax IS a by product of the petro chemical industry but it is still a natural product. Both waxes go through similar refining techniques to turn them into wax and given the air miles that soy wax has to travel to get to the UK it is also arguable whether it is any 'greener' than paraffin wax.
Both waxes have their uses and appeal to many people for differing reasons and I do not believe that either should necessarily be considered superior to the other.
Q: Memory Candles
I would like to order some Memory Candles to mark the anniversary of a much loved member of our family. How do I do this?
A:
We make Memory Candles regularly for many of our bereaved customers and please be assured we undertake this with the utmost discretion and sympathy.
In the first instance, please telephone us on 02920 233167 or use the Contact Us facility on this site.
Our Memory Candles are made in natural, clean burning soy wax and have two labels which can have your loved one's photograph included on it if you like together with personal sentiments. Whatever you want written on your candle label we will work with you in a sensitive manner to ensure your Memory Candle is created in a way which best suits your own manner of grieving.
Q: Wholesale Customers
I would like to stock your products in my shop. Can you tell me if you offer wholesale rates?
A:
Yes, we have many outlets in the UK and Europe where our products are stocked for resale.
We can offer discounts on our products already packaged or make them available for own label packaging which would be undertaken by yourselves.
Our minimum order level for wholesale prices is £100 however; we understand that for many smaller businesses this can be a prohibitive amount and we will work with you where we can to enable you to purchase in smaller quantities and still have a realistic profit at resale.
Please note that wholesale is only available to trade and you MUST choose the Wholesale Shipping option at checkout!
Please submit your request for access to our wholesale shopping section by using the Wholesale link on the left of this page.
Q: Party Plan
Do you hold Candle Parties and could I sell your products at my own parties in my own area?
A:
Yes, we do have many events at a hostess' home where our products are made available to purchase either on the event itself or by order with delivery to the hostess two weeks later.
We also have a number of Agents throughout the UK who act on our behalf selling our products at parties that they arrange themselves. Our agents are able to earn commission and incentives and tailor their hours to suit their families.
If you are interested in either holding a party in the South Wales area or in becoming an Agent to sell our products at parties you are able to generate yourself through your own social circle; please contact us for further information.
Please note that as with many other party plan operations, our Agents are required to make a small, initial investment for a selection of products and samples that can be used to demonstrate or sell at the parties they organise. You would take orders and payment at the event and these orders would then be delivered to you within three weeks at which point you would deliver them to the host(ess) for distribution to his/her friends. Our Agents have access to our wholesale prices with incentives dependent on the revenue they are able to generate which in turn gives a good profit margin.
Q: Passwords
I can't remember my password. How can I retrieve it?
A:
If you cannot remember your password, you will be able to retrieve it when you are on the log-in screen to complete your order.
Under the boxes where you enter your user name and password there is a link which says "Forgot Password Click Here".
Click on that link and you will be asked to enter the email address that you registered with. Click on "Submit" and your password will be sent to that email address.
Q: Response Time
How quickly will I hear from you after I email an enquiry through the Contact Page?
A:
We endeavor to respond to all emails within one working day of receipt.
Please allow slightly longer during seasonally busy times such as in the run up to Valentine and Christmas.
Q: Privacy Policy
What is your privacy policy and what do you do with my personal details?
A:
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information such as your name, postal address, delivery address, email address and telephone number for two reasons: firstly, to process your order and secondly, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent and we will give you the chance to refuse any marketing email from us in the future.
You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
Comforts and Candles will never share your personal or identifying information with any third party unless required to do so by UK or European law.
We may, at a later date, use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used by any website utilising the use of cookies to identify you unless you modify your browser settings.
If you have any questions/comments about privacy, please feel free to contact us. Please remember that if you make a credit or debit card payment for your purchases securely via Paypal, your financial details are protected as your card details are never released to us. You may check your transaction history and Paypal's own Privacy Policy at any time by logging into your paypal account.
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Featured
Products
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| Highly Scented Soy Snap Packs |
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| Ultra Sensitive Shaving Soap |
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| Jasmine & Calendula Fizzing Bath Butter Balls |
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| Sleep Blend Cocoa Butter Bath Melts |
| £3.50 |
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| Helping Hands Balm |
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| Raspberry & Calendula - Irritated Dry Skin Serum |
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| Natural Soap Multi Buy Saver |
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