Customer Support
FAQs
Product Information
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All our products are handmade in the UK. This includes our Potts which are all handmade and our candles and diffusers, which are hand-poured in the UK.
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Yes! For our candles, we use natural rapeseed & coconut wax, with 100% natural essential oils and sustainable fragrance oils. Our diffusers are also vegan!
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All our Potts are handmade so sizes will vary slightly:
Petite: w 5.8cm x h 6.6cm
Standard: w 7.5cm x h 8cm
Grand: w 14cm x h 6.5cm
Diffuser: w 6.9cm x 10.8cm
See our Candle Size Infographic
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All our candles are made with natural rapeseed & coconut wax. We have two candles (Lavandula and Eucalyptus), which are made from 100% natural essential oils and all other candles are made from a blend of natural essential oils and fragrance oils.
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We use a natural rapeseed & coconut wax - it's lovely!
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On each candle/refill page, there is a link to CLP and safety information. The information will also be on your candle refill when it arrives in the post.
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Please don't do this! This poses a fire risk, so best to be safe and only use our refills with our Potts.
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Our Grand refills have a burn time of 70 hours, our Standard of 60 hours and Petite of 20 hours. Make sure you follow our candle-care tips, to ensure you get the full burn time.
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Reeds should be rotated regularly. We recommend flipping the reeds every few days in order to keep the scent fresh and fragrant.
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Yes! When it comes to refilling your diffuser; clean the Pott, change the oil and add fresh reeds.
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We suggest between 5-10 reeds. Part of this comes down to preference: increasing the number of reeds will increase the strength of your diffuser, decreasing the number of reeds will decrease the strength.
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When you are ready to refill your diffuser, wash with soapy water and rinse through. Ensure the diffuser is completely dry before refilling.
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This depends on a variety of factors including reed quantity, reed rotation frequency and room temperature. One bottle lasts approximately between 6-9 weeks.
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One whole bottle should be used per Pott. Do not overfill your diffuser Pott as you will need to add the reeds in after and it may cause it to spill over.
Subscriptions
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You will need an account with us to manage your subscription. Once you place your subscription order you will receive a link to register your account, or you can create one here.
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Your subscription shipment can be altered by logging into your account, going to "Manage Subscription" and then skipping a month under "Manage upcoming orders".
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Your subscription scent can be changed by logging into your account, selecting "Manage Subscription" and then scroll down to "scent" and select the scent you wish to swap too.
Press "Save Changes" to ensure your changes are saved.
Shipping & Delivery
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Yes, we ship our products to the EEA, USA and Canada.
If you are in doubt please contact us via live chat (in the bottom right corner) or email hello@pottcandles.com
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We aim to dispatch all products within 4 working days. During busy periods this may increase but we will notify you of this before purchase.
We also offer next working day delivery with our Express shipping option. You can find out more information about our shipping policies on our shipping and returns page.
For EEA orders items will be delivered between 3-17 business days.
USA & Canada Shipping: Postage and packaging fee is £30.
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We are currently offer shipping to the UK, Ireland, EEA and USA.
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UK Standard shipping (Royal Mail): £4.50
UK Express postage and packaging fee is £8.50.
You will be notified of all your tracking info so you have access to this.
Returns & Refunds
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Your satisfaction is very important to us. If you have any questions or spot an issue with your product, please do not hesitate to contact us and we will do our best to help.
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We will accept the return of an unused product within 14 days of purchase.
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We offer you a free returns label to send your item back to us.
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Please contact us in the first instance.
Once we receive the returned item, we will process a full refund (excluding shipping). Please allow 1-2 weeks for your refund to be processed.
Please provide receipt of purchase.
Returned items must be delivered to us unused, and in their original packaging and condition. If not, they may not be eligible for refund, or will be subject to a restocking fee, at 50% of the original price.
Sale (excluding launch day) and seconds items/sample sales are not eligible for refunds.