FAQS

How Can We Assist?

At We Make Melts, the complete satisfaction of our customers is our top priority. Check out some of our frequently asked questions below to get the information you’re looking for. Contact us with any other thoughts or questions.

WHAT ARE THE PAYMENT OPTIONS?

We offer debit or credit card payment options, as well as clearpay, for your convenience.

WHAT IS YOUR RETURN POLICY?

We want you to be happy with your purchase.

We will gladly accept your return (for any reason) of products purchased directly from us at www.wemakemelts.co.uk

All we ask is that you:

Email us: wemakemelts@hotmail.com with your name, order number and reason for your return, within 30 days of receipt of your purchase.
Return the product to us unused and in the exact condition you received it, including the original packaging.

If the return is due to an error on our part (i.e. we've shipped something other than the product that appears in your order confirmation), please contact us so that we can put this right as quickly as possible and we will naturally meet the shipping costs for the return.

If your return is for any other reason then you will be responsible for the cost of the return.

We regret that we are unable to supply return shipping labels. We would strongly advise that when returning items to us you use Royal Mail with tracking, as we cannot be responsible for packages which do not reach us.

Once your return is received and checked to ensure it has met our returns criteria we will issue the appropriate refund to your original method of payment, minus the original shipping cost, unless the return has been caused by our own mistake.

WHAT DELIVERY OPTIONS ARE THERE?

We send orders via Royal Mail.

Standard delivery is approximately 3-5 working days from dispatch. However, this isn't guaranteed and during busy periods (and Covid-19 impact) this can take longer.

Please carefully check the delivery address you have supplied with your order, as this will be directly copied and applied to your order for dispatch. We can accept no responsibility for errors to the address left with your order.

We can send your order by expedited delivery. Please email us: contact@wemakemelts.co.uk to arrange this with us.

We prefer to avoid same day dispatch, to allow some curing time for the wax.

Standard Delivery (UK) - £2.99, small parcels up to 2kg; £4.50, medium parcels, up to 20kg.

Standard Delivery cannot be guaranteed, as we are in the hands of our carrier, the Royal Mail.

We would recommend you select Royal Mail tracking for an additional £1, as without tracking there is little we can do, once your order has been left with Royal Mail.

We can accommodate free local collections and can often deliver for free, locally. The collection option can be selected at checkout. If you would like local drop off, please contact us before placing your order.

DO YOU OFFER A REGULAR ORDER SERVICE.

There are many reasons to have a regular supply of melts, from quelling pet odours to the pure enjoyment of being able to select a melt to match your mood.

Our subscription service conveniently offers a repeat delivery, without the hassle of remembering to re-order.

If you're a fan of highly scented wax, and a fan of We Make Melts you'll love receiving your subscription box each month.

Your subscription includes 6 Snap Bars and 30 melt shapes in 6-8 different fragrances.

This is a great way to try our new scents and get a regular supply of your favourites too.

Our subscription costs £19.50, with FREE Delivery and we also offer gifted subscriptions.

After your first monthly subscription has left us you can cancel at any time by providing 7 days notice.

ARE THESE MELTS SAFE?

All our melt products come with an informative label, which lists safety information, as well as:

Product identifiers
Hazard pictograms
Hazard statements
Allergen information
Signal words
Precautionary statements
Supplier information (our business address and contact number)

This means all are products are fully CLP (Classification, Labelling & Packaging Regulations) compliant and all melts which use fragrance / essential oils should be labelled accordingly. Please read the label carefully before use.

You should treat wax melts in a similar way to a candle. Ensure your wax supplies, burners and tea lights are kept out of the reach of children and pets. Don't forget that our melts smell good enough to eat, so could be confused for food by young children.

Do not burn tea lights or leave wax melt burners on or near anything that can catch fire. Ensure your wax melt burner is well ventilated and that there is at least a 6.5cm gap between flame and wax melt to ensure your wax doesn't get too hot. This reduces the potential for incident and prolongs the life of your melt. Never leave burning candles / tea lights unattended.

All our products carry product liability insurance, are made from premium ingredients and those ingredients are carefully selected for their vegan / eco-friendly credentials.

Some fragrances are labelled as dangerous to aquatic life. This refers primarily to fragrance joining the watercourse (eg. being disposed of in large amounts down the drain) and thereby causing harm to fish in rivers etc. It is extremely unlikely to affect fish kept in your home but if you have any concerns you should burn your wax away from tanks and bowls.

WHY DO SOME MELTS LOOK MOTTLED / HAVE A WHITE FROSTED LOOKING COATING?

As a result of using natural soy wax the liquid, as it solidifies back to its cold state will develop 'frosting', or polymorphism.

This is a unique and natural effect of using vegetable wax and in no way affects the melting and fragrance (throw) properties of the wax melt. In fact the white crystalline layer will disappear as the wax is heated.

HOW LONG WILL MY MELT LAST?

The ability to smell a fragrance is very subjective, as is the interpretation of the 'notes' of the scent.

Our melts are highly scented, using premium fragrances and we use the maximum scent that our wax is able to hold.

The scent throw, or strength of fragrance is impacted by the size of your room, type of burner, which affects how quickly the wax melts, air circulation in the room and how much melt you use.

An average sized burner will use 10-20 g of melt per burn.

As a guide, a 7-10g melt will scent a room for between 6 and 10 hours, whilst melted (hot throw) - for snap bars that is 8-10 hours per chunk!

WHAT PACKAGING DO YOU USE?

We use biodegradable, UK produced plant based, vegan friendly, plastic free, compostable bags which are EN 13432 and OK BIOBASED certified.

Occasionally we pack small orders, or smaller items in re-sealable zip locked polyethylene bag. These are non-toxic and re-usable.

A lot of the boxes we use can fit through the letter box and are made from strong but lightweight thick card. These boxes can be 'dis-assembled' to a flat pack for easy recycling.

Bubble lined poly mailers are reusable and recyclable. They are waterproof, crush resistant and fit through the letter box.

The mail bags we use feature 3 layers of polythene film which means they are very robust, opaque, and durable. We use these in conjunction with other packaging and sometimes with biodegradable bubble wrap to protect your purchases.

See our home page for further information on eco-credentials.

CAN I AVOID SHIPPING COSTS, IF I COLLECT?

Yes, you can. Just select collection at checkout.

HOW DO I CONTACT YOU?

Just drop us a line: contact@wemakemelts.co.uk

Is there a question that you couldn’t find an answer to?
Feel free to drop us an email or start a chat. We will reply just as quickly as we can and are always happy to help.

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