Frequently Asked Questions

 

• What are your candles made from?

Sweet Betty lovingly creates individually hand poured fragranced soy wax candles and melts using a premium naturally blended soy wax which gives a cleaner, longer lasting burn than the equivalent paraffin wax. This wax has excellent fragrance holding qualities. Sweet Betty Soy Wax is free from GMO implication and no pesticide or herbicides are used in its cultivation. We also use the highest quality cosmetic grade fragrances in our candles and melts to ensure the best scent from beginning to end. They, along with our wax, are vegan friendly and cruelty free.

• How long will my order take to reach me?

Our standard UK delivery takes 3-5 working days to reach you from despatch

• There is a problem with my order.  What should I do?

As we are only human, sometimes mistakes do happen. If you have received your order and there is something not quite right, please let us know within 24 hours so we can rectify it for you. You can contact us by email: [email protected]

• I've made a mistake on my order.  Can I make an amendment?

Please check your confirmation as soon as you have placed your order and send through any changes to [email protected] as soon as you can. We cannot guarantee the changes will be made but we’ll do our very best. We cannot process any changes or cancellations to personalised orders.

• How do I exchange or return an item from my Sweet Betty order?

If the goods supplied are damaged or are not what you ordered, Sweet Betty can replace or exchange them as long as you notify the Company of the problem within 24 hours. All original transit packaging and damaged items must be kept until the claim has been reported and appropriate action decided. Any box that arrives damaged can be signed for as such and retained (remember to report within 24 hours) or alternatively the goods can be refused and subsequently returned to us. If goods are not received within 7 working days from notification of dispatch please notify us. Notification of Breakage Claims, Incorrect Orders and Goods Not Received should be made by email to: [email protected]  and it should be made clear if replacements or a refund are required. Once these conditions have been met, Sweet Betty’s obligation will be to issue replacement goods for non-deliveries and damaged goods. Refunds are at the discretion of the Company.

• How long will my return take to process?

We are usually pretty quick to process your returns but please do bear in mind that there may be delays after very busy periods like sales. We aim to process your returns within 1 week but it may take up to 2 weeks.

• How can I ensure candle safety?

Our candles come with a safety label.  This is to ensure our customers are well informed on the correct and sensible use of our products.  In addition to standard safety guidelines, please see Safety & Tips for good advice on using candles.