Delivery & returns

Delivery

We deliver to UK addresses only. The delivery charge is shown in your basket before you pay, and any free delivery offer is applied automatically.

Orders are sent with Royal Mail, Evri or DPD. We choose the service that best suits the size and weight of your parcel. Where the service includes tracking, the courier will send updates to the email address or phone number you gave at checkout.

Dispatch and delivery times

Our melts are made in small batches, so orders are dispatched within 7 working days.

Most parcels arrive within a few working days of dispatch. Delivery times are estimates from the couriers and are not guaranteed, especially around Christmas and other busy periods.

Please check your address carefully at checkout. If you spot a mistake, contact us straight away and we will correct it if your order has not yet been sent.

If your parcel does not arrive

If your order has not arrived within 10 working days of dispatch, contact us with your order number and we will chase it with the courier. If it cannot be found, we will send a replacement or refund you.

Changed your mind

You can cancel your order for any reason up to 14 days after the day you receive it. Tell us by email, then send the items back within 14 days of telling us. Items should be unused and in their original packaging.

You will need to pay the return postage, and we recommend a tracked service as we cannot refund parcels that do not reach us. Once we receive the items we will refund what you paid for them, plus the standard delivery charge, to your original payment method within 14 days.

If you want to cancel before your order has been dispatched, contact us and we will cancel and refund it in full.

Damaged, faulty or wrong items

If something arrives damaged, faulty or is not what you ordered, contact us within 30 days with your order number and a photo. We will send a replacement or give you a full refund, whichever you prefer, and you will not pay any return postage.

How to contact us

Use the details on our Contact page and include your order number, which starts with OTR. We aim to reply within 7 working days.

Nothing in this policy affects your legal rights as a consumer.