FAQ

How long will my order take to arrive? Orders typically arrive within 5-7 working days from the date of purchase. However, please note that once the package is handed over to Royal Mail, the delivery time can vary. While I strive to ensure timely delivery, I am unable to guarantee exact arrival dates. If you have any concerns about your order, please feel free to get in touch at help@scentnicholas.co.uk.

Do you ship internationally? At present, I only ship within the UK. However, if you wish to receive an order outside of the UK, please contact me at help@scentnicholas.co.uk, and I will do my best to accommodate your request if there’s sufficient demand.

I put in the wrong address on my order, what should I do? If you've entered the wrong address, please email help@scentnicholas.co.uk as soon as possible. I'll be able to amend your order before dispatch. If the order has already been sent, I can only offer a refund if the item is returned to me.

My candle arrived damaged, what should I do? I'm sorry to hear that your candle arrived damaged. Please do not use it, as this could affect its safety. Take a photo of the damaged item and email it to help@scentnicholas.co.uk so I can offer the best solution for you, whether it's a replacement or a refund.

I want to return an item, how and where do I return it? Before returning an item, please email help@scentnicholas.co.uk. I will try to offer an alternative solution to avoid the hassle of returns. If a return is necessary, I’ll provide full instructions on the process.

Who makes your candles? And are they handmade? I (Nicholas) personally handcraft all of the candles myself. My candle-making knowledge has come from self-study and research, and I ensure that every candle is made with the utmost care. Should my business expand and I bring others on board, I'll update the website to reflect those changes.

What wax do you use in your candles? I use a natural blend of rapeseed and coconut wax in all of my scented candles. This wax blend ensures a clean, even burn and is 100% vegan-friendly.

The type/style/design of the candle I want isn't available on your website, what should I do? If you can’t find the exact candle you want, feel free to email help@scentnicholas.co.uk with your request, and I will do my best to accommodate it. If it's something other customers might want, I can even add it to the website for everyone to enjoy!

Do you sell to wholesalers? Yes, I do offer wholesale options. Please contact me at help@scentnicholas.co.uk with your enquiry, and I’ll get back to you as soon as possible.

Do you have any jobs available? Currently, Scent Nicholas is a one-person business, so there are no job openings at the moment.

I have a question, but I can't find the answer on this FAQ. What should I do? If you have a question that isn't covered here, please email help@scentnicholas.co.uk. I’m always happy to assist, and if your query is relevant, I'll add it to this FAQ so others can benefit.

Your website isn't working, I can't place an order, what should I do? If you're experiencing any issues with the website, such as problems placing an order, please email help@scentnicholas.co.uk so I can look into and resolve the issue for you.

I'm not happy about something, how do I make a complaint? If you're unhappy with any aspect of your experience with Scent Nicholas, please email the details of your complaint to help@scentnicholas.co.uk. I’ll acknowledge your complaint within 48 hours and work to resolve it as quickly as possible. Some complaints may take longer, particularly if third parties are involved, so please allow up to 28 days for resolution.

I have some ideas about how you can improve your candles, business, website, etc. How can I contact you? I value feedback from my customers, as it helps improve the products and services I offer. Please feel free to email your suggestions to help@scentnicholas.co.uk, and I’ll take them into consideration as I continue to grow and improve.

Thank you for being part of the Scent Nicholas experience!