Frequently Asked Questions
We've answered some of our most frequently asked questions to help make your Scentsuals experience as effortless as possible.
Browse the topics below to find the information you need.
Safety
Are your products safe around children and pets?
Our products are designed for home use, but all candles should be kept well out of reach of children and pets. Never leave a burning candle unattended.
Are your candles suitable for people with fragrance sensitivities?
Sensitivity to fragrance varies from person to person. If you are particularly sensitive to scented products, we recommend burning your candle in a well-ventilated room for shorter periods initially.
What should I do if candle wax spills?
Allow the wax to cool completely before gently removing it. Avoid attempting to wipe away hot wax. Residual wax can usually be cleaned using warm, soapy water where appropriate.
What should I do if fragrance comes into contact with skin or eyes?
Wash skin thoroughly with soap and water. If fragrance comes into contact with your eyes, rinse carefully with clean water for several minutes. Remove contact lenses if present and easy to do. If irritation persists, seek medical advice.
Candle Care
How do I care for my candle?
For the best experience, trim the wick to approximately 5mm before each burn and allow the wax to melt evenly to the edges of the jar during the first burn. This helps prevent tunnelling and ensures an even burn throughout the candle's life.
Never leave a burning candle unattended.
How often should I trim the wick?
Before every burn. Keeping the wick trimmed to around 5mm helps maintain a clean flame, reduces soot and allows your candle to burn more evenly.
How long should I burn my candle each time?
We recommend burning your candle for between 2 and 4 hours at a time. During the first burn, allow the wax to melt all the way to the edges of the container to create an even melt memory.
Why shouldn't candles be burned for more than four hours?
Burning for extended periods can cause the jar to become excessively hot, the flame to grow too large and the wick to become unstable. Limiting each burn to a maximum of four hours helps ensure both safety and the longevity of your candle.
When should I stop burning my candle?
Stop using your candle when approximately 10mm (1cm) of wax remains at the bottom of the jar. Burning beyond this point may cause the container to overheat.
Can I leave my candle burning overnight?
No. Never leave a burning candle unattended or while sleeping. Always extinguish your candle before leaving the room or going to bed.
Why is my candle producing soot?
Soot is usually caused by a wick that is too long, drafts or burning for extended periods. Trim the wick before each use and keep your candle away from open windows, fans and air vents.
What should I do if the flame becomes too large?
Extinguish the candle immediately and allow it to cool completely. Trim the wick to approximately 5mm before relighting.
Why does the wick sometimes "mushroom"?
A small mushroom-shaped carbon build-up can naturally occur after prolonged burning. This is normal and can easily be removed by trimming the wick before your next burn.
Can I reuse the candle jar once it's finished?
Absolutely. Once your candle has cooled and approximately 1cm of wax remains, remove any remaining wax, wash the jar with warm soapy water and repurpose it as a planter, storage pot or decorative container.
How should I store my candle?
Store your candle in a cool, dry place away from direct sunlight and heat sources. Keeping the lid on when not in use will also help preserve the fragrance.
Reed Diffusers
How do I use my reed diffuser?
Remove the stopper, insert the reeds into the bottle and allow them to absorb the fragrance. After a few hours, carefully turn the reeds over to begin diffusing the scent.
How often should I flip the reeds?
We recommend flipping the reeds every 1–2 weeks, or whenever you would like to refresh the fragrance. Always take care to avoid spilling the diffuser oil when handling the reeds.
How long will my reed diffuser last?
Our reed diffusers typically last approximately 8–12 weeks, depending on the room temperature, humidity and how often the reeds are turned.
How can I make my diffuser last longer?
Place your diffuser away from direct sunlight, radiators and open windows. Flipping the reeds less frequently will also help extend its lifespan.
Why has the fragrance become weaker?
Over time, reeds can become saturated with fragrance oil and less effective at diffusing scent. Turning the reeds or replacing them can help restore performance.
Can I refill my diffuser bottle?
At present we don't offer refills, but they're something we'd love to introduce in the future.
Are reed diffusers safe around children and pets?
Keep reed diffusers out of reach of children and pets. Avoid placing them where they may be knocked over, and prevent direct contact with skin, eyes and surfaces, as the fragrance oil may cause irritation or damage.
What should I do if diffuser oil spills?
Wipe up any spills immediately using a damp cloth. Fragrance oils can stain or damage painted, polished and porous surfaces if left sitting.
Can I use fewer reeds?
Yes. Using fewer reeds will create a more subtle fragrance and help the diffuser last longer.
Orders
Can I amend or cancel my order?
If your order hasn't yet been dispatched, we'll do our best to amend or cancel it. Please contact us as soon as possible after placing your order.
How will I know my order has been received?
You'll receive an order confirmation email shortly after your purchase. If you don't receive one, please check your spam or junk folder before contacting us.
I haven't received my order confirmation. What should I do?
Please check your spam or junk folder first. If you still can't find it, contact us and we'll be happy to help.
Do you offer gift wrapping?
Not at the moment, but we're working on introducing beautiful gifting options in the future.
Can I send my order directly to someone else?
Absolutely. Simply enter the recipient's delivery address at checkout, and we'll send it directly to them.
Do you sell gift cards?
Yes. Our Signature Gift Card is available in a range of denominations and are delivered digitally, making them the perfect gift when you're not quite sure which fragrance they'll love most.
Delivery
How much does delivery cost?
Delivery costs are calculated at checkout based on your chosen shipping option.
Do you offer free delivery?
Yes. We offer free UK delivery on orders over £28. Orders below this threshold will incur our standard delivery charge.
Which courier do you use?
We use trusted UK delivery partners such as Royal Mail and Evri, depending on your order and location.
How long will my order take to arrive?
Orders are usually dispatched within 1–2 working days, with standard UK delivery taking approximately 3–5 working days.
What happens if I miss my delivery?
Your courier will usually leave instructions explaining how to rearrange delivery or collect your parcel from a local collection point.
My parcel says delivered but I can't find it.
Please check with household members and neighbours, as well as any designated safe place. If you're still unable to locate your parcel after 24 hours, please contact us and we'll investigate with the courier.
Can I change my delivery address after ordering?
If your order hasn't yet been dispatched, we'll do our best to update the delivery address. Please contact us as soon as possible after placing your order.
Returns & Refunds
Do you ship internationally?
At present, we only ship within the United Kingdom. We hope to offer international delivery in the future.
What if I've received the wrong item?
We're very sorry if this has happened. Please contact us at hello@scentsuals.com within 48 hours of delivery, quoting your order number and including a photograph of the item received. We'll arrange a replacement or refund as quickly as possible.
How long do refunds take?
Once your return has been received and inspected, refunds are typically processed within 5–10 working days. Your bank or card provider may take a little longer to reflect the funds.
Will my original shipping costs be refunded?
Original delivery charges are only refunded where the item is faulty, damaged or sent in error.
Who pays for return postage?
Customers are responsible for return postage unless the item is faulty, damaged or incorrect.
Can I exchange an item instead of receiving a refund?
We're currently unable to offer direct exchanges. If you'd like a different product, simply return your eligible item for a refund and place a new order.
What happens if my order is lost in transit?
If your parcel hasn't arrived within the expected delivery timeframe, please contact us. We'll investigate with our courier and, where appropriate, arrange a replacement or refund.
General Product Enquiries
What wax do you use?
We use premium natural soy wax, chosen for its clean burn, beautiful finish and excellent fragrance performance.
What fragrance oils do you use?
We use high-quality fragrance oils that comply with UK and EU safety regulations and are carefully selected for their performance, complexity and longevity.
Are your candles vegan?
Yes. Our candles contain no animal-derived ingredients.
Are they cruelty-free?
Yes. Neither our candles nor their ingredients are tested on animals.
Do your products contain parabens or phthalates?
No. Our fragrance oils are free from parabens and phthalates.
Why does soy wax sometimes look uneven or frosted?
Soy wax is a natural product and may occasionally develop slight frosting, small surface imperfections or variations in texture. These are completely normal and do not affect the quality, performance or fragrance of your candle.
Why does my candle look slightly different from previous purchases?
Because each candle is hand-poured in small batches, slight variations in appearance may occur. These natural differences are part of the beauty of handcrafted products.
How strong are your fragrances?
Our fragrances are designed to create a noticeable yet balanced scent that gently fills your space without becoming overpowering.
Approximately how long do your candles burn for?
Our 300g candles have an approximate burn time of 50–60 hours when cared for correctly.
Why does the wax sometimes crack or develop small imperfections?
Natural soy wax expands and contracts with changes in temperature, which can occasionally cause small cracks or surface imperfections. This is entirely cosmetic and will not affect how your candle performs.
Why does my candle tunnel?
Tunnelling usually occurs when the candle is extinguished before the wax has melted to the edges of the jar, particularly during the first burn. Allow the first burn to create a full melt pool to help prevent this.