FAQs - Pott Customer Service | Pott Candles

FAQs

All our products are handmade in the UK&I by local artisans.
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 Sizes
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.
Yes! For our candles, we use natural rapeseed & coconut wax, with 100% natural essential oils and sustainable fragrance oils. Our diffusers are also vegan!

We use a natural rapeseed & coconut wax - it's lovely and burns very cleanly.
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.
The candles are designed specially to go into Pott vessels. If you burn it outside of the vessel, it will melt into a puddle. Other non-Pott vessels have not been tested.
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.

Navigate to the menu bar and click 'log in' or find the icon on the top right of a little person. You will be asked to enter your email address and you will receive a log-in code.
Once you've created your account, you can view your past and present orders, as well as manage your subscription.
Log in (menu bar, left hand side or icon of a person in top right corner). You will need to enter your email address and you will be send a code to log into your account. No need to keep this code safe - you will be sent a new one every time you log in (keeps things extra secure!)
Once logged in, all of your subscription information will be in there.
You can easily pause your subscription once logged into your account by clicking 'skip' or 'reschedule'.
If you still need help, then please email us at hello@pottcandles.com and we can pause it for you.

You can easily cancel your subscription on the portal. Just log in >> products >> edit >> cancel.
You can easily do this within your portal. Log into your account (see instructions above) and click 'edit', then you can swap to any scent. You can also add other products to your basket to that will be sent at the same time as your subscription - you will save on postage!
Our warehouse team works hard to dispatch all orders as soon as they can, so unfortunately, we are unable to make any changes to your order once it has been placed.

Yes, we ship our products to the EEA, USA and Canada.
We do not pay for duty so you will need to pay this yourself to receive the items once they are arriving at the destination.
We aim to dispatch all products within 2 working days. During busy periods this may increase.
We also offer next working day delivery with our Express shipping option.
For EEA orders items will be delivered between 3-17 business days.
USA & Canada Shipping: Postage and packaging fee is £30.

We are currently offer shipping to the UK, Ireland, EEA and USA.
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.

Pott Perks is our loyalty scheme which allows you to collect points on every purchase.
To access your Pott perks, visit our homepage and click on the widget that comes up on the left-hand side of the screen. From here, you can log in with the details you used to create your order, and your Pott points will be visible.

To redeem your Pott perks, visit our homepage and click on the widget that comes up on the left-hand side of the screen. From here, you can log in with your account details and you'll see your points with the option to redeem them.
You can choose how many points you want to convert into a discount code. Then when you're ready to place another order, just enter the code at checkout.

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.
We will accept the return of an unused product within 14 days of purchase.

Product Information