Frequently Asked Questions

PRODUCT QUESTIONS


Are your products vegan friendly? 


Yes, they are. We use soy wax in all our candles & wax melts. 


Do you use fragrance oils or essential oils in your products


We use fragrance oils in our products. They are paraben-free and vegan friendly. 


What type of wax do you use? 


We use soy wax for our candles and wax melts. We love it because it is clean burning and vegan friendly. 


Do you source your products responsibly? 


Yes! This is really important to us. We source as many things as locally as we can. 


Is your soy wax sustainably sourced? 


Yes, it is. Our soy wax is responsibly and sustainably sourced from our partners who are pro-forest and have committed to working towards a 100% deforestation supply chain by 2025. 


How long do your candles burn for? 


Our candles all burn for a minimum of 45 hours but normally much longer if you follow our burning tips (found on every candle box) and trim your wick after every burn and burn your candle until it reaches a full melt pool on every burn. 


How long does a clamshell wax melt burn for? 


You will get a minimum of 4 hours out of every cube which means a minimum of 24 hours with every wax melt clam but you normally get much longer. 





Will your candles leave black marks on my ceiling? 


They won’t! We use soy wax which means you will get a long, clean burn time from our candles.


Is it ok to burn your candles and melts around my pets? 


All of our candles and diffusers are safe to use in a pet-friendly home however we wouldn't recommend leaving products unattended around your dog for safety reasons.  If the actual product is ingested, then it may be harmful. 


How do I get the best out of my candle? 


To get the maximum burn time and scent out of your candle you should check out the burning tips on the back of every candle box before you light your new candle. Soy candles have a memory and the first burn is the most important so when you first light your candle let it burn for 2-3 hours or until a full melt pool has been reached. After every burn, blow out your candle and trim your wick before you light it again. 


Where are your candles made?


We make every single candle by hand in our workshop in Ballymoney, Northern Ireland. The whole process is done by hand by our fantastic team.


How do I repurpose the vessel after the candle is finished?


The possibilities are endless! We've tried everything from a vase, pencil pot, jewellery holder and more. We love seeing how our customers give our candle glass a second life.


How can I avoid tunnelling?

To prevent tunnelling, we recommend burning your candle long enough each time so that the entire top surface of wax is melted. This is especially important the first time you burn your candle, so for your first burn ensure the candle burns for 2-3 hours.


Do I need to trim my wick?

It is important to trim your wick before each burn. We recommend a cut length of 5mm using a wick trimmer.


ORDERING


Do you have a store I can visit in person?

At this time we are available online only, but keep an eye on our social channels for any exciting pop-up shop announcements! 

 

Can I use more than one discount code?

Only one discount code may be applied per order. We do not allow any discount stacking of any kind. 

 

How do I apply my discount code or gift card?

On your checkout page, you'll want to enter your discount or gift card code into the "Gift card or discount code" bar and click apply. Your total amount will then be updated.

 

Can my order be sent as a gift?

Absolutely! Simply select 'Is this a gift?' on the product page before adding items to your cart and complete the message box, then add to cart as normal. 

Please note that parcels are sent in branded Olivia’s Haven cardboard boxes. 

 

What is your return policy?

You can view our full Return Policy here.

 

DELIVERY

How much is delivery to the UK?


Delivery to the UK is as follows:

£3 for 2nd Class - Royal Mail

£4.50 for 1st Class - Royal Mail

£6.00 for DPD (1-2 days) 

We also offer free UK & Ireland standard shipping when you spend over £50 (excluding shipping costs) online. 


Do you deliver internationally?

We are able to deliver our products worldwide. Delivery rates are calculated on the weight of your order and will be displayed during checkout. If you don’t get a delivery rate please contact our customer service team via email [email protected] where our team will help you. 


I need a parcel tomorrow, do you offer Next Day Delivery?

If you order before 2pm we offer next working day delivery (Monday to Friday) to Northern Ireland and Republic of Ireland. To make sure you get this express service make sure you select DPD shipping at checkout. 

If you are in England, Scotland or Wales we can deliver via DPD in 2 working days. Again, please select DPD at checkout. 

We also offer Royal Mail 1st Class delivery which is often the next working day but cannot be guaranteed. 

 

How will I know when to expect my parcel?

You will be sent a dispatch email when your parcel leaves us. 

For 2nd Class Royal Mail orders, we estimate a delivery lead time of 2-3 working days. 1st Class orders can usually be expected within 1-2 working days. 

DPD orders are next-day to delivery to Northern Ireland and Republic of Ireland addresses and 2 working days to England, Scotland and Wales. 

You will be sent a tracking link if you selected DPD Local delivery. 


How long is your lead time?

We are proud to offer fast, easy service. Orders placed before 2pm Monday-Friday will be dispatched the same day.

During our peak times, this may be extended but we aim to dispatch your order as quickly as possible and will be in touch with you if there are any delays.


How will my order arrive?

We are proud to package your orders using environmentally-friendly materials. Your items will be enclosed with water-soluble packing peanuts, sealed with paper tape and placed in FSC packing boxes. All of our packaging can be recycled, reused or composted.


What do I do if I'm having problems with my delivery?

If you are having issues or have concerns about your delivery, contact us as soon as possible. We will be happy to help and will do everything we can to sort out the issue. You can email us at [email protected] and we will be able to help you.


My parcel was damaged, what do I do?

If you've received your order and something has been damaged during delivery please let us know right away. Please email us with details of your delivery, the damaged items and a photo and we will rectify the issue as soon as possible.


WHOLESALE & CORPORATE ENQUIRIES


Can we bulk buy candles for a corporate event?

Please email us at [email protected] with an overview of what you had in mind and we will get back to you. 


Can I become a stockist?

Unfortunately, our products are not available for wholesale. We are exclusively an online retailer and currently have no plans to branch into wholesale.