FREQUENTLY ASKED QUESTIONS
Are your products tested on animals?
Dandy Lux does not test any of its product or any of its ingredients on animals. Our products are safe and cruelty free and have all been through rigorous testing to ensure they are safe for human skin.
Why use a wooden wick instead of a cotton wick?
Wooden wicks provide a modern, unique and more upscale look to enhance a candle’s value. They produce a full melt pool with only one wick. Wooden wicks create an alluring crackling sound when burning and there is no requirement to trim the wick.
What should I do if my package says delivered but I have not received it?
Once orders leave our studio, they become the property of the customer. If your package says delivered and you are unable to locate, please contact your family members and neighbours first as they often end up in familiar hands. If you are still unable to locate your package, please contact your shipping provider. Additionally, if they are unable to recover your package, please reach out to Customer Service and we will be happy to assist.
How long will it take for my package to arrive?
After your order has been placed, you can expect it to ship within 5-7 business days. Once your order has shipped, you will receive a confirmation and tracking number via email. Many orders ship in multiple packages. If you receive only part of your order, please allow an additional 1-2 business days for the remainder of your order to ship.
Where are my items delivered from?
Your orders are delivered from our studio in London.
What if I need to return a product?
We want to provide you with the best experience possible and for you to love everything you purchase from us. At this time, we cannot accept returns or exchanges on candles and wax melts however we will always strive to ensure the satisfaction of our customers.
If you have received a damaged or incorrect item or alternatively, if you have any questions or concerns regarding a product you purchases, please reach out to our Customer Service team at firstname.lastname@example.org who will happily assist you in finding a solution that meets your needs.
How much is delivery?
Delivery cost is £3.99 per order and free delivery on all orders over £50. More details can be found on Delivery and Returns page
Do you deliver internationally?
Unfortunately, we currently do not deliver internationally as orders can only be delivered to the country they are purchased from. We hope to offer this service soon.
What payment methods do you accept?
We accept the following payment methods:
Visa, Mastercard®, American Express, Discover, and ApplePay
I have not recieved an order confirmation.
Order confirmations are sent to the email address that you provided to us during Checkout. Please check your spam/junk mailbox. If you have not recieved the confirmation, please contact our Customer Service team.
How do you get the wood wick to stay lit?
Are the fragrance used in your products natural?
Why does my candle burn with a yellow colour?
All of our 300ml candles hand poured in the glass jars are white in colour and made in the pure colour form of the wax. The shade of white may vary slightly due to the natural colourings of the fragrance and essential oil added. If the candle is exposd to direct light, this may cause the candle to darken however this does not affect the burn or overall quality of the candle.
How do I care for my candle?
To preserve the quality of your candle, we advise you refer to the tips provided in our candle care guidance. We advise that you allow the candle to burn untul the wax pool reached the glass, trim the wick whenever necessary and never leave the candle unattended. Please refer to our guidance for more detailed candle care ettiquette.