Frequently Asked Questions

Orders

I'm not happy with my order, can I get a refund?


Your customer experience is very important to us and we strive to make your online shopping experience as enjoyable as possible. If you are not happy with your purchase, you can request a return or exchange within 30 days of purchase, provided that the product(s) is in its original condition and packaging. Original condition, means that there are no marks on the product and the product’s packaging has not been opened, used or damaged. If the product is not in the original packaging or is damaged in any way we are not obliged to refund you.




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. If you have not received your dispatch email and are having difficulty tracking your order, please email sales@alexandritearomas.co.uk and we will do our best to help.




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. If you wish to cancel your current order so that you can place a new one, please email sales@alexandritearomas.co.uk




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 sales@alexandritearomas.co.uk




My order is danaged or incorrect


If your order has arrived damaged, is missing items or is incorrect, please email sales@alexandritearomas.co.uk with your order number and a photo of your invoice with attached photos of the damage(s).




Christmas Orders


Please see below the final dates for Guaranteed Delivery for Christmas Candles and Gift Sets - Wednesday 9th December 2020 All other products - Friday 11th December 2020





General Queries

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.




Covid-19 Update


In response to the latest Government announcement made on Monday 4th January 2021 regarding a third national lockdown, we wanted to reassure you that we will remain operational during this time. However, we will be dispatching orders one day a week only. You will continue to receive the same service you are accustomed to, and we will be available to answer any queries you may have during this time via email info@alexandritearomas.co.uk or direct message. We thank you for your support and understanding during this time. Alexandrite Aromas




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. Date Effective: 25th December 2020





Account

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. You can also click here to create your account. If you have any issues with this process, please contact us info@alexandritearomas.co.uk




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?


It can take up to 10 working days to create and process your order. You will receive an email stating when we have received your order, and another email once your item(s) have been dispatched. Your chosen delivery method will be included in your email. In the event that it has surpassed the 10 business days from the point of order being dispatched – please contact us as soon as possible.





Payment

What forms of payment do you accept?


We accept the following:

  • Paypal
  • Visa
  • Mastercard
  • Laybuy
  • Clearpay
  • And all major credit cards.




Do you offer promotional/discount codes?


We're always running great promos where you can grab yourself a bargain. It's worth signing up to our mailing list if it's discounts your after. Sometimes you can even spot a code on our Instagram or Facebook feed and stories.




How do I redeem promotional/discount codes?


At the checkout, you'll be able to add your promotional/discount code. Just add your code and click apply. Your discount will be viewable in your basket once applied.





Products

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.


Reeds are easy to refresh, they just need to be flipped. Hold all the reeds in one hand, turn them over and place them back into the diffuser bottle, spreading them out as preferred. If you do this once a week the scent should remain strong. Be careful when turning/flipping the reeds to avoid the oil coming into contact with your skin. Should this happen, we recommend washing your hands immediately.




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 info@alexandritearomas.co.uk 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.
Click here to see how.




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. Make sure your burner has fully cooled, before cleaning it.





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. Make sure you complete the recipients Name and Address in full. Leave a note at the checkout to say it is a gift




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. We carefully select a fragrance from our Seasonal and Signature Collection




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.
Any subscriptions will be sent the following month for example: if you buy your subscription on the 23rd May you will receive your subscription in July. But if you buy your subscription on the 22nd May you will receive your subscription in June.




When will I get charged?


Payment is taken immediately for all one off payments. Monthly subscriptions you will pay the first initial payment and then each month thereafter until you cancel the subscription. For example: If you pay for the monthly subscription on the 6th April, your next payment will be on the 6th May the next month and the same date each month thereafter.




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.