FAQS

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and Link. All payments are securely processed through Stripe. We currently do not accept PayPal or Klarna.

Once your order is complete, you will receive an order confirmation email with your order details. If you don’t see it, please check your spam folder, then contact us.

If your order has not yet entered production or been dispatched, please contact us as soon as possible and we will do our best to help.
Personalised, bespoke and made-to-order items cannot be changed, cancelled, returned or exchanged once production has started or the item has been completed.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

In-stock items are processed and dispatched within 2–3 business days. Delivery times vary by destination. Personalised, bespoke and made-to-order items may require approximately 3–6 weeks for production before dispatch. Please check the individual product page for the estimated production time.

No. Candles can only be shipped within the United Kingdom. If your order contains candles, please use a UK delivery address — international orders containing candle items cannot be completed.

UK standard delivery is £4.99 per order for orders under £50. Orders of £50 or more qualify for FREE UK delivery.

Yes. We currently ship within the UK and to selected international destinations.
United Kingdom
Standard delivery: £4.99
Free UK delivery on orders over £50.
Europe — £60
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland and Ukraine.
Americas — £80
United States, Canada, Mexico, Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica, Ecuador, Guatemala, Honduras, Panama, Paraguay, Peru, Uruguay, Bahamas, Barbados, Bermuda, Cayman Islands, Dominican Republic, Jamaica and Trinidad & Tobago.
Oceania — £80
Australia and New Zealand.
We currently do not ship to Asia, Africa or destinations not listed above.
Please note: Candles are available for UK delivery only and cannot be shipped internationally.
International shipping is available for eligible non-candle products only. Customs duties, import taxes, clearance fees or other local charges may apply to international orders and are the responsibility of the recipient.
International delivery availability may also be subject to carrier and local customs restrictions.

No. Our candles are currently available for delivery within the UK only.

You may cancel an order for eligible, non-personalised items within 14 days of receiving your order. Once you have notified us of your cancellation, the items must be returned within 14 days.
Items should be unused and returned in their original condition and packaging where possible.
Personalised, bespoke, custom-made and made-to-order items cannot normally be cancelled or returned once production has started, unless they are faulty, damaged, incorrect, not as described or have been made incorrectly.
This does not affect your statutory rights

Contact us with your order number and the reason for your return, and we will guide you through the next steps. Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect.

Once your return is received and inspected, we will email you to confirm approval. Approved refunds are issued to your original payment method. Please allow a few extra business days for your bank or card provider to process it.

Personalising your candle is simple:

1. Choose your jar colour – Black or Clear.
2. Choose the image for the back of your candle – upload your own favourite photo or choose a random animal image selected by us, or choose no image.
3. Choose how your photo is designed – By default, uploaded photos will be created using our signature white-background template with your pet’s name. If you would prefer to keep the original photo and simply add the name, please let us know when placing your order.

Can I upload my own design or request a custom piece?
Yes. You’re welcome to upload your own photo, artwork or design, or share an idea for a custom piece.
Once we receive your request, our team will review it and discuss the details with you to confirm whether your idea can be created.
Please upload your design or reference images and include as much detail as possible about what you have in mind. Available options and further information can be found on our Upload Your Design page.

Trim the wick to approximately 5mm before each burn. On the first burn, allow the wax to melt evenly towards the edge of the jar to help prevent tunnelling. Do not burn for more than 4 hours at a time. Never leave a burning candle unattended. Keep away from drafts, children, pets and flammable materials. Stop using the candle when approximately 10mm of wax remains at the bottom of the jar.

Rest assured, this is a completely normal physical phenomenon and is NOT a product defect!
This appearance is widely known as “pull-away” or “shrinkage” in the candle industry. Because we use natural ingredients, our wax is highly sensitive to temperature fluctuations during shipping or seasonal changes. When exposed to cooler air, the wax naturally contracts slightly, causing it to separate from the glass container. This has absolutely zero impact on the quality, safety, or scent throw of your candle. Once you light the candle and the jar warms up, or as the room temperature rises, the wax will naturally expand and settle back.