FREQUENTLY ASKED QUESTIONS
On this page you will find answers to the most frequently asked questions. If you don't find your answer here, don't hesitate to contact us.
Orders, Shipping & Delivery
After placing an order you will receive a confirmation email almost immediately. You can check the current status of your order via the link in the email or by logging into your account if you have created one. As soon as we have processed, packed and shipped your order, you will receive a status update with a track and trace number and, depending on your preference when placing the order, a text message.
To make your online shopping experience as attractive as possible, you do not pay shipping costs with us from a purchase amount of 250 euros or more. For orders under 250 euros, the price starts from 5.95 euros within Belgium and 6.95 euros within a selection of European countries. This price varies per country.
Once you have ordered, you naturally want to receive your products as quickly as possible. We will of course let you know when your order is on its way to you, as soon as your order leaves our warehouse you will receive an e-mail with your track & trace code. From then on you can follow the process of your order via the website of our delivery partner to know when you can expect your order. It usually takes no longer than 2-3 days for interior fragrances and 7-14 days for interior decoration to receive your order. What if it takes longer? Your package may have been delayed by our delivery partner, so keep an eye on your track & trace code. Please note that during the busy holiday season we adjust our delivery times to 5-6 days. There is no delivery on public holidays.
We can deliver your products to the following countries: Belgium, France, Germany, Italy, Luxembourg and the Netherlands. This list of countries will be expanded where possible so that we can make more people happy with our premium products.
You can return your items within 14 days of receiving your shipment.
They must be in original condition, unused and in the original packaging.
Free gifts or promotional items cannot be returned!
You can submit your refund request in our return portal. Enter your order number and email address you used to register with our store and click Start.
Follow the instructions and select the items you wish to return.
You will receive a confirmation email with the shipping guidelines once the return request is approved.
There is no charge for returns.
Original shipping charges are non-refundable.
You are responsible for return shipping costs.
Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item.
We will also notify you of the approval or rejection of your refund. If you are approved, a refund will automatically be applied to the original method of payment within 10 business days.
If you have chosen a store credit; a gift card will be sent to your mailbox with your personal code. You can use all or part of the gift card for your next purchase in our store. The gift card is valid for 6 months from the date of issue.
Payment, gift cards & discount codes
You can safely pay for your order with Visa, Mastercard, Ideal, Bancontact, Apple Pay, Google Pay and our store Gift Cards.
To make your shopping experience even more enjoyable, we have 'Shop Pay', a accelerated checkout that allows our customers to save their email address, credit card, shipping and billing information. This can save our customers time at checkout, especially if they've previously signed up for Shop Pay.
A customer must enter an email address at checkout to securely store their payment information. Customers who only enter a phone number in the contact field will not see a "Remember Me" prompt to save their information.
Our gift vouchers are valid for 12 months from the date of purchase.
You can get discount codes in several ways:
- subscribe to our newsletter when paying for your order and we will regularly send you discount codes
- become a member, you can do this at the bottom of the homepage , and not only receive discount codes but also information about special offers and give aways
- follow us on our Instagram and/or Facebook page, here you will regularly come across novelties, giveaways and discount codes
Make sure you have enough candles for your scent to permeate the room. It can generally be assumed that a 215 gram candle can fill an area of approximately 7 to 10 square meters.
A larger room may need several candles to make the whole room smell great.
Although the composition of soy wax scented candles is the main weakness, it will not reduce the effectiveness or performance of the candle.
While many people prefer it for its durability, it is a hydrogenated candle . This means that soy wax candles naturally have a high oil content and can sweat easily under certain conditions. Exposure of the soy wax candle to high temperatures, heat or humidity would easily lead to sweating.
Examples are; sunlight, rooms with temperature fluctuations, radiators or warmer and more humid conditions. Naturally, this type of candle comes into its own in a cooler environment.
The rough, uneven surface after burning a soy wax candle is caused when the hot wax in the molten bath cools and solidifies at an inconsistent rate.
It is a characteristic of soy wax and not a sign that something is wrong is with the soy wax scented candle, on the contrary, it shows that the candle is made with an all-natural soy wax. It does not affect the performance of the candle.
Account and Profile
As a registered customer you benefit from a faster checkout, you have an overview of your previous orders and when you order above a certain minimum amount, the shipping costs are for our account.
If you subscribe to our monthly newsletter, you will receive info about our new products and promotions.
No problem, you can always request a new password via our website.
You can do this by clicking on the link 'forgot password' at the bottom of the login page. We will send instructions to create a new password based on the e-mail address registered with us.
If this does not work, please feel free to contact us via the contact form , we are happy to help you.
You can change the following information from your account: default delivery and billing address, add alternative delivery address. It is not possible to change the name and e-mail address you used when registering your account.
If you wish to use a new e-mail address, you can create a new account and profile with these new details.
Tip: If you would like to change your password, you can do so via the 'forgot password' link at the bottom of the login page.