Frequently Asked Questions
I'm not happy with my order, can I get a refund?
How do I track my order?
For UK parcels only, you can track your parcel through the Royal Mail Track and Trace System using the reference/tracking number found in your dispatch email.
How do I cancel or amend my order?
Once an order has been processed we are unable to amend the order. This includes: grouping orders together, adding discount codes and removing/adding items to your order.
I haven't recieved my order.
If your order hasn’t arrived, your tracking is not updating and it has pasted the 10 working day turnaround period please email email@example.com
My order is danaged or incorrect
If your order has arrived damaged, is missing items or is incorrect, please email firstname.lastname@example.org with your order number and a photo of your invoice with attached photos of the damage(s).
Please see below the final dates for Guaranteed Delivery for Christmas
What is Alexandrite Aromas and what do we do?
Alexandrite Aromas is a home fragrance company. We are known for our background in beauty therapy, which is how Alexandrite Aromas was formed. The idea was to create products that would be able to extend client treatments long after I had left my clients. By bringing together scents reminiscent of the massage blends I use.
Orders made over the Christmas period...
Please note: whilst we are accepting orders during the Christmas period, they will not be processed until 5th Jan 2021.
How do I create an account?
You can create an account by clicking on the profile icon at the top right of your screen, next to the basket. To register, please provide a valid email address and a memorable password.
I have forgotten my password.
No worries, click on ‘forgotten password’ on the log-in page. You will automatically receive a password link to your email address, allowing you to reset your password (remember to check your spam/junk folder just in case).
How to change my account information?
Log into your account and click on 'My Account'. Here you can amend your first and last name, your email address etc. If you wish to amend your billing and/or delivery address please click on 'My Addresses' and enter the new details.
How does Aromas Points work?
In order to collect points you will need to have created an account with us. Once you've done this you will be able to see how many points you've earned by clicking on the 'Rewards' button on the bottom right of your screen. Then, when your order has been dispatched the number of points allocated at purchase will be added to your account.
Delivery and Returns
How long does delivery take?
What forms of payment do you accept?
And all major credit cards.
Do you offer promotional/discount codes?
How do I redeem promotional/discount codes?
Do you make all your products?
Yes, we do. Everything is handmade and handpoured by us, in a clean environment, where every precaution is taken to ensure we follow the government's guidelines, during COVID-19
What is the difference between a wax melt and a candle?
Unlike candles, wax melts are individual cubes of wax that are melted in a wax burner without coming into direct contact with the naked flame.
What scents do you do?
We have a wide range of scents to cater for all, you can find a full list of the scents we have by looking through the 'Filter by' option on all shop pages.
I can't find the product I am looking for.
Use the search bar at the top right of the home page and type in keywords of the item(s) you are looking for.
If you need help, our Customer Service Team is here for you. Just send us a message through our chat box in the bottom right corner of the screen.
My reeds have lost their scent.
Why is there clear smoke coming from my wax?
No need to panic! This is just a scent vapour being thrown. The weaker the scent gets, the less clear smoke will appear.
If you are at all concerned or worried feel free to send us a photo to our email email@example.com and we will be happy to assist.
Use and Care
How do I remove wax from my burner?
We recommend lighting a tea light under your burner OR turning on your wax burner if it's electric and leaving the wax to warm for around 30 seconds (sometimes slightly longer depending on the size of your burner).
You should then be able to slide the wax out of the dish and dispose of it.
How do I clean my wax burner?
Multi-surface wipes should be enough to remove any wax residue, and then dried with a clean cloth. Alternatively you can use a few drops of washing up liquid, warm water and a clean cloth.
Candle and Refill Subscription
What size candle will I receive?
You will receive a clear 30cl Candle Jar
Can I gift a Candle and Refill Subscription?
Yes you can, when purchasing your subscription, we recommend that you choose the one time payment option.
Can I purchase a subscription and purchase other items from the shop at the same time?
Unfortunately, this is not possible at the moment
Which fragrance will I get?
Every month we will send you a candle refill wrapped and ready for you to use in your candle jar sent to you at the beginning of your subscription.
When will I receive The Candle and Refill Subscription Box
We will ship your subscriptions on the last Thursday of each month, to arrive by the first week of the following month?
Is there a cut off date to guarantee my subscription for the next month.
Any subscriptions bought between the 1st and the 22nd of each month will be posted on the last Thursday of each month.
When will I get charged?
Payment is taken immediately for all one off payments.
How do I cancel my subscription?
If you want to cancel your subscription, you can do so at anytime by logging into your account. Click on subscriptions and then click unsubscribe.
If you wish to cancel your subscription after your monthly payment has been taken you will still receive the current month's refill, but you will not receive any more candles/refills after that date or have any further payments taken from your account.