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FAQ's

Common Questions

  • What are your order lead times?

We aim to have your order packed and shipped the next working day, however please give us 3 working days in order to account for busy periods. 

Bespoke items such as Custom Lids have a 14 day production period prior to shipping.  If you order other items with your bespoke purchase the entire order will be held until the order can be shipped as a whole.  If you would like your other items shipped sooner please create a separate order for those items.

  • I haven't received my package what do I do?

Once the package has left out facility it is the property of the shipping company.  Please check your order tracking number.  If the parcel says delivered please check with your family and neighbours.  If you still don't have it please contact the shipping company and also let us know via our contact us and we will chase it up for you also.  If it is completely lost don't worry we will send you a replacement!

  • How do I qualify for free shipping?

We offer free shipping for all orders over £99 (excluding VAT).  This offer is valid on all of our fragrance oils, colourants and glitters but is not valid on our wax melting pots, clamshells or wax.

  • Do you ship outside the UK?

We do ship outside of the UK.  Please go to checkout to see the delivery rates for your country.  As we are now post Brexit please remember that EU countries may have additional import charges which we are not responsible for.  Keep an eye on your parcel and pay any charges to avoid delays in your delivery.

 

 

Fragrance Questions

  • Are your fragrances natural, vegan and paraben free?

Our fragrances are all vegan, cruelty, paraben and phthalate free.  Our fragrances are not 100% natural.  High performing and high quality fragrance oils use both natural and non-natural fragrances to achieve the best possible performance in candles and other wax products.

  • Can your fragrances be used in soaps and body products?

Yes! all of our fragrances are suitable for use in soaps and body products.  For the exact recommended percentages for each application type please read the description below each fragrance or download the attached IFRA document under the fragrance description.  Remember, each fragrance oil will have a different recommended fragrance load in soaps and body products.

  • Do you have CLP documentation?

You can download CLP, MSDS and IFRA documentation below the descriptions of each fragrance oil or find a complete list here.

  • Should I measure by weight or volume?

Fragrance oils should always be measured by weight.  Different fragrance compounds have a variety of viscosities which makes measuring by volume imprecise. 

  • Why is are my bottles filled to different levels?

We sell our larger bottles of fragrance oils by weight not volume.  Some fragrances are heavier than others meaning that they will take less room in the bottle.  All fragrance oils should be measured by weight so don't worry they will all make the same amount of product.

  • Do you offer fragrance samples?

Scent is a very personal thing.  We do not offer free samples but we do sell 10ml bottles, these are sample size and we highly recommend purchasing one of these before buying in larger quantities.  If you aren't sure which scent you like we recommend purchasing one of our fragrance bundles.

  • Can I swap a fragrance if I don't like it?

Unfortunately we are unable to accept returns or exchanges for any fragrance oils due to the risk of contamination once it has left our facility.  It is for this reason we strongly recommend purchasing a sample size (10ml bottle) prior to ordering larger amounts.

 

 

Bespoke Items

  • Do you provide samples of logo engravings?

We have no minimum order quantity for bespoke items.  We recommend ordering a single item for testing, quality and sizing purposes before purchasing larger quantities.  We cannot be held responsible for sizing or logo sizing issues caused by incorrect or missing information when the order is processed.

  • I want a custom sized lid but I don't know what size?

We always recommend sending us one of your candle jars to size up on your behalf if you are unsure.

It almost always works out cheaper to send us a jar and get the sizing perfect the first time rather than having to buy multiple lids due to sizing errors. 

Send your jar with a sticky label stating your name, company name and order number on it to:

Simply Scented Ltd

19 Sheerwater Drive

Ecton Brook

Northampton

NN3 5HU

*please note we will keep your jar at our warehouse for future sizing queries.

  • Can I choose the size of my logo?

Yes! just write the overall size you would like your logo in the notes section of your order.  If you do not provide this information we will use our discretion to size your logo for you.

  • My engraving order was cancelled, why?

It is important to follow the logo requirements on the bespoke listings.  If you send a logo that is multiple colours, gradients or too low a quality for engraving we will cancel the order and refund your purchase. 

 

 

Returns & Exchanges

  • Do you accept returns or exchanges?

We as a company provide products to makers and small businesses at wholesale pricing.  As a result of this we are unable to accept returns or exchanges unless the items are faulty.  We recommend purchasing a small amount of any product first for testing prior to ordering larger quantities.  If you receive any broken or faulty items please do get in touch and we will replace them for you!  All faulty items must be reported to us within 14 days complete with photographic evidence.

 

More Questions?

please do contact us.  We are always happy to chat and aim to respond within 48 hours.