FAQs
What wax do you use in your candles?
Our Glowsmith® Original Wax range is a unique blend of both mineral and vegetable waxes. Mineral wax is derived from naturally occurring oil which formed millions of years ago from plants. Vegetable waxes are derived from plants such as soybeans. In our experience, we have found that our wax blend delivers superior quality for a stable, consistent burn as well as achieving outstanding candle aesthetics. All our candles are tested to the highest European safety standards in our workshop to ensure they have a safe and clean burn.
What are the key differences between paraffin wax and other waxes, such as soy?
All types of wax have their strengths and weaknesses, including paraffin and soy. When it comes to looking for the perfect candle wax, there is no simple answer. There are a multitude of considerations which need to be balanced such as burn performance, flame size, level of sooting, tunnelling, clubbing and container temperature just to name a few. As well as these key attributes, it is important the wax looks good naturally and has a great cold and hot throw performance too. Candle making really is a fine art!
What if I'm not happy with the quality of my candle?
At Glowsmith, product quality is of paramount importance. Each and every candle that we make is quality inspected, and only if it passes this inspection is it stamped with our Glowsmith stamp. Look for our mark of quality we use on our pillar candles:
However, accidents do happen such as damage in transit. So if this this the case, please email us at orders@glowsmith.co.uk and we will be happy to offer you with a refund or replacement.
How long will my order take to reach me?
Our standard UK delivery takes 3-5 working days to reach you from despatch. International orders can take 7-14 working days to arrive so please make sure you place your order allowing plenty of time.
There is a problem with my order. What should I do?
Sometimes mistakes do happen. If you have received your order and there is something not quite right, please let us know right away so we can rectify it for you. You best option is to email us directly orders@glowsmith.co.uk
I've made a mistake on my order. Can I make an amendment?
If your item hasn't been despatched we'll do our best to cancel your order so you can place the correct one. Please email orders@glowsmith.co.uk. Despatched items cannot be amended and will need to follow our returns policy.
How do I exchange or return an item from my Glowsmith Order?
If the goods supplied are damaged or are not what you ordered, Glowsmith can return, replace or exchange them as long as you notify us of the problem by 4pm one working day on the day after delivery. 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 or alternatively, the goods can be refused and subsequently returned to us.
If goods are not received within 7 working days from the order/ invoice date please notify us.
Notification of Breakage Claims, Incorrect Orders and Goods Not Received should be made by email or phone to support@glowmsith.co.uk. It should be made clear if a replacement or refund is required.
Once these conditions have been met Glowsmiths obligation will be to issue replacement goods for non-deliveries and damaged goods. Refunds are at the discretion of Glowsmith.
For more information on returns please see our returns policy.
How long will my return take to process?
We are usually 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 7 days.
When is the next Glowsmith sale?
We know everyone loves sales and we do run sales, promotions and special offers from time-to-time. The best way to keep informed is to make sure you are signed up to our newsletter and keep a keen eye on our Facebook and Instagram pages.
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 Candle Safety for good advice on using candles.
How do I subscribe to the newsletter?
Its great you want to hear from us! It is quick and easy to sign up to our newsletter and be the first to hear our latest news, product launches and special offers. You can sign up here or via our home page.