FAQ

About your order​

Is there a minimum order amount?

No, there is no minimum order amount. Please be aware that shipment charges still apply for small orders. 

How do I change or cancel my order?

Once an order has been completed and paid for, additional products cannot be added to your order. A new order has to be placed. If you wish to cancel, change  or add to your order please Contact Us.

What should I do if I haven't received my order?

If it has been longer than 10 working days since you have placed your order and not received it yet please Contact Us.

Secure Ordering, Payment and Shipping

 

How long will it take for my order to arrive? 

All orders are processed within 24 hours. During the holidays order volume increases and processing times can increase to 48 – 72 hours. You should receive your order 2-4 business days from ordering.

How much are the delivery costs?

Standard UK Delivery £4

Special Delivery £7 

Free Delivery over £35

 

Do your prices include VAT?

Yes, all of our prices shown in the website are VAT included prices.  

What Method of Payments do you accept? 

We accept Visa, Visa Debit, Mastercard, American Express and Paypal. It is totally safe to use your debit and credit cards from our site. We use SSL encryption provided by GeoTrust.

How can I return my product purchased from you? 

Our goal is to make you as pleased as possible with your Catsy Candles products. If you are not completely satisfied with your purchase, we will gladly accept returns up to 28 days from the date of purchase. 

Please email us with your name, phone number and order number and we shall contact you within 24 hours.

On approval, you will be asked to send back the goods clearly stating your full name and order reference number. Once the goods have been received, the refund will be processed. Depending on your reason for returning you will not be refunded any original delivery charges. If you qualified for free shipping on your order and we covered the expense , this will be deducted from your refund.

When returning items you are recommended to keep a proof of posting and a tracked service. Proof of posting will not be accepted as proof of delivery. We will not accept responsibility for lost or damaged parcels.

What is CLP? 

 

The CLP Regulation (Classification, Labelling and Packaging) is a European Union regulation requires companies to appropriately classify, label and package their substances and mixtures before placing them on the market. It aims to protect workers, consumers and the environment by labelling that reflects a chemical’s possible hazards. Fragranced Candles, Wax Melts and Reed Diffusers are legally required to have a CLP label, with hazard symbols and information, warnings, and fragrance oil combinations on them. 

Every Catsy Candles fragranced product are fully CLP compliant.

 

About Products

Are your products made from natural ingredients?    

 

At Catsy Candles, we are using 100% pure soy wax in our candles and wax melts. We do not add any paraffin, additives, parabens and toxins. We use the premium blends of essential and fragrance oils in our products. All our products are cruelty-free, not tested on animals. We did out best to keep our packaging biodegradable and eco-friendly. We are using plastic free and recyclable candle, wax melt and diffuser holders.

What is the difference between essential oil and fragrance oil?

Essential oils are made of 100% all-natural substances. Essential oils are extracted from different parts of a plant, such as flowers, herbs, or roots. These oils are pure extractions that are obtained through the process of steam distillation or solve extractions and are not cut with a type of carrier oil.

Fragrance oils are made from a combination of chemicals and natural ingredients.  One of the main benefits is that they are non-volatile and generally last longer than essential oils. Their chemical composition and formulation enable them to bind well in candle wax.

What are wax melts?

Wax melts and tarts are fragranced soy wax cubes or shapes which can be melted in an oil/wax burner by a unscented tealight to fragrance your home or any indoor environment.

Should I trim the wick?

Trim the wick to 1/4 inch every time you light your candle. If this is not done, the following can happen: The wicks of all candles can “mushroom” at the top, causing excessive flickering and/or smoke. Keeping your wick trimmed keeps this to a minimum and makes your candle safer. Trimming the wick before lighting will also  minimize smoke from coming off the candle. Also, check to make sure that your candle is not being burned near heat and A/C vents, ceiling fans, windows and even doorways as these tend to create a draft.

Why does my candle leave wax on the side of the container?

This is commonly referred to as “tunneling.” This happens when a candle burns down the middle of the jar, leaving lots of wax stuck to the side of the jar. Tunneling can be caused by failure to keep your candle lit long enough before putting it out. Each time you burn a candle, try to burn it at least until the wax pool reaches the edge of the container. Generally, this will be achieved after four hours. On subsequent burns, it is ideal for the candle to be burned for at least 2 hours, but never longer than 4 hours. Following these steps should prevent your candle from tunneling.

My candle has been lit for several hours, and I see small amounts of smoke coming from the wick.  Why is that?

This could be that the candle has been burning too long and the wick is longer than the recommended length.  Extinguish the flame, allow the candle to cool and trim the wick to ¼ inch.  If your wick is already trimmed, there are other factors that could cause a wick to smoke, such as drafty conditions that could cause your candle to not burn correctly.