Question 1

When will a product be back in stock?

Accepted Answer

We are an artisanal family run business. We aim to restock everything within two weeks but this may vary.

Question 2

Who do you ship with?

Accepted Answer

We ship with Royal Mail 48h.

Question 3

I forgot to use a discount code, can I use it after I have placed an order?

Accepted Answer

Unfortunately once an order has been processed we are unable to amend it. You can request to cancel the current order and place a new one, just email us at hello@julianamadethis.com.

Question 4

Can I track my order?

Accepted Answer

No at the moment as we use Royal Mail 48 and free delivery so in order to reduce our costs tracking is not an option at the moment.

Question 5

Are your items safe to use around pets?

Accepted Answer

All of the fragrances we do are non-toxic. So providing they are burned out of reach of your animal there is no risk of it harming them.

Question 6

I haven't received my order, what should I do?

Accepted Answer

Please email us at hello@julianamadethis.com with your full name, address and order number and we will look into that for you.

Question 7

Would you like to collaborate with me?

Accepted Answer

If you love our brand, and are looking to collaborate, please send us an email with your Social Media profiles and tell us why you would like to work with our brand.

Question 8

Do you do custom or personalised orders?

Accepted Answer

Yes! Pop us a message and we can create anything you would like.

Question 9

Are you CLP compliant?

Accepted Answer

Absolutely! Every item I send will have a CLP label attached to the product.

Question 10

What is CLP?

Accepted Answer

CLP is a legal requirement for all scented wax products sold. It lists any allergens that maybe in your wax. The allergens may be different for every scent. There is also the precautionary statements listed on this label. These labels are needed in case of an allergic reaction or in case the wax is accidentally ingested; Its there so your health professional can refer to what allergen is in the melt so they can provide appropriate care. Our number is also listed on these labels in case the health professional needs any further information.

Question 11

What wax do you use for your products?

Accepted Answer

We use 100% soy wax in our products

Question 12

Is your mica reasponsibly sourced?

Accepted Answer

Yes! We only source our mica from ethically sourced manufacturers. Our mica is also vegan friendly, natural and 100% cruelty free.

Question 13

Is your packaging recyclable?

Accepted Answer

Yes! All of our packaging is recyclable. We use PET plastic for our products, as well as packaging them with biodegradable boxes.

Question 14

My order has arrived damaged/incorrect, what should I ﻿do?

Accepted Answer

Firstly, we are so sorry about this! If your order has arrived damaged or is incorrect, please photograph what is wrong with your order and pop us an email at hello@julianamadethis.com and we will help you get this resolved.

Question 15

Do you ship outside the UK?

Accepted Answer

Yes, we ship worldwide. The cost of delivery is automatically applied at checkout.

Question 16

I live nearby, can I collect?

Accepted Answer

Absolutely! There is a local collection option at checkout and once your order is ready, I will email you with the collection address.

Question 17

I forgot to pick up my local collection order, what should I do?

Accepted Answer

We hold onto local collection orders for 2 weeks after we have emailed you letting you know its ready to collect. If you do not collect within the two weeks then we automatically refund you and re-list the items purchased.

Question 18

What is your processing time?

Accepted Answer

The time I need to prepare an order for shipping varies based on each product. For custom made items my processing time is 2-4 weeks. For ready to send products my processing time is 3-5 business days.

Question 19

My melt/candle looks frosted. Is it defective?

Accepted Answer

No! Frosting is actually a unique and natural effect of using vegetable waxes, especially soy. The wax is trying to return back to its natural form and as a result it begins to crystallize. It doesn't affect the performance of the candle in any way and also means your wax is 100% natural.

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