Delivery & Returns
How long do I have to return my items if I am not satisfied with them?
We offer a 30-day money-back guarantee, this means that any products you are not satisfied with can be returned to us within 30 days of purchase in their original condition and packaging for a full refund. Just let our customer care team know to expect them prior to making the return and post to: Serene Queen, 4 Ember close, Woodville, Swadlincote, DE11 8GR.
Return postage is covered by the customer. Wax melts and candles do need to cure for a few days for the fragrance to reach full strength so we recommend letting the bars sit for a few days before making your decision.
If you are returning an item(s), you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
What if my items are faulty or damaged?
If you believe your items are damaged please contact our customer care team as soon as possible with your order number and images of the products you believe are not fit for purpose. The team will then be able to evaluate the issue and advise on further action.
In some cases, we will not require you to send the items back to us and a full refund will be issued, however, in the case of products being faulty but not damaged- for example, if you believe you have been sent the wrong fragrance- we may ask you to return the item to us to be assessed. If this is the case, a returns label will be issued to you and a replacement product or refund may be granted.
What happens if my parcel does not arrive?
We are required to wait 10 days from the day it was meant to be delivered before making a claim. If your parcel does not arrive within this time, please check the tracking information and contact our customer care team with your order number and we will do our best to send replacement items where possible.
Are any items non-refundable?
Gift cards cannot be refunded. If you have purchased a gift card and are unlikely to use, we are unable to refund the value.
What happens if I have missed the 30 day returns period?
We recommend checking your items within 14 days of delivery to ensure enough time for any returns to be processed, however, if you wish to return items after this period a partial refund may be granted at the discretion of the customer care team.
How will I be notified and receive my refund?
Prior to returning any items to us, we do ask that you contact our customer care team via email to notify them of your intent and the reason for the return. They will then respond within 2 working days (Monday-Friday) to let you know if your request has been granted and when you should receive your refund.
The value of the refund will be returned to the original method of payment within 2 working days, however, it may take longer for the funds to appear in your account depending on the method used. Shipping costs are non-refundable and will be deducted from the refund amount.
If you do not receive your refund in the timeframe agreed, please first contact your bank.