Adding a 'Note to Seller'

You're more than welcome to add a gift note at checkout for our dispatch team to write, if you wish. Other than handwritten notes, we kindly ask that your request/query is emailed to us on therobinswhisper@gmail.com 

This way, we can ensure it gets to our customer service team, who can assist. Our dispatch team are not able to respond to queries sent via the notes section.

Please note, any notes added to your order are not seen until the point of dispatch, therefore any requests of an urgent nature should also be emailed to us.

All discount codes are subject to specific terms and conditions. We reserve the right to withdraw any discount code and/or cancel any order if its use is not compliant with the terms and conditions of the offer. Only one discount code can be entered at checkout. 

Each coconut & rapeseed wax melt is designed to provide ~12 hours of scent. As the wax melt gets closer to the 12 hour mark, you'll notice the scent to weaken. This is when it's due to be replaced.

The performance of any wax melt is dependent on the way the wax melt is heated. 

Too hot and the wax melt will burn off the fragrance too quickly, resulting in a very short, strong scent, likely progressing to the unwanted smell of burning wax. This is often caused by either a large tealight (8 hour or deep 4 hour tealight) or a short wax melt burner (less than ~9cm in depth). 

For the wax melt to last for the advised time of ~12 hours, always use a small, 4 hour tealight and a wax melt burner between ~10 and ~13cm tall. This will maintain an even heat throughout. 

Yes! Our wax melt packaging is made from 85% recycled plastic and is also 100% recyclable.

To encourage recycling of our packaging we have also sourced labels which are FSC certified and also fully recyclable. So once you've finished with the wax melt, you can peel off the bow to re-use, rinse out the clamshell and pop it straight into your recycling!

As long as the smoke is clear or white, this is nothing to worry about and is actually a good sign of a good wax fragrance! The smoke is actually vapour and is the fragrance oil burning out and giving you a great fragrance throw.

However if you are worried please do not hesitate to contact us to discuss further.

Once you feel the fragrance has gone from your wax or you just fancy a change, there are a few different methods you can use to change your wax melt.

Our preferred method is to pop a tealight under the burner as normal for around 30 seconds, putting a small amount of pressure on the wax melt, this should slide right out of the burner.

We then recommend giving your burner a quick wipe with some tissue or a cotton pad and then you are good to go!

Alternatively if you wish to change your wax melt when you wax is already burnt down in the burner, you can blow out the candle and soak up the wax with tissue or a cotton pad. However please be careful as the wax will still be warm!

If you wish to clean your burner with water, please ensure that the burner is fully dry before you next use this as any if any remnants of water are left behind this can affect the next wax you decide to burn.

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account.

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch attherobinswhisper@gmail.comjust in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is cancelled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via therobinswhisper@gmail.com we may be able to cancel/amend your order before it’s processed. If not, we’ll dispatch your order and then you can return it to us if you wish upon receiving it.

Unfortunately we cannot cancel or amend any orders which are being processed.
*Amendments include: merging orders, adding discount codes, amending products on the order and also a change of address.*

Our order processing period is currently 1-3 working days - however orders do tend to be processed much sooner.

Delivery times will vary dependant on the service you have selected upon checkout. 

Please visit our Delivery & Returns page for more information on delivery times.

All parcels, are sent on a tracked service with Royal Mail & a tracking number will be provided once your order has been processed via your email address you placed the order with. You can then track your order via Royal Mail.

We are sorry to hear you are yet to receive your order.

If your order has been dispatched and it has been 10 working days (does not include weekends) since the dispatch date please do contact us along with your order reference number and we can look into this for you.

We are so sorry to hear this.

Please contact us at your earliest convenience along with your order reference number and photos of the damage or incorrect item.

At checkout, only one discount code can be applied per order. This means discount codes (including free shipping codes) can’t be combined. If you’re choosing between two offers, we recommend using the one that gives you the best saving.

Unfortunately, discount codes can’t be applied once an order has been placed, so please double-check your code at checkout before completing your purchase.

You can absolutely return your item to us. Should you wish to make a return, please contact us ontherobinswhisper@gmail.comalong with your order reference number.
Please make sure this is done within 14 working days of your delivery.

Please CLICK HERE for more Returns information.