Payment & Delivery
We know that you’ll get excited as soon as you’ve placed your order and if we could teleport it you, we would! Until technology catches up with us, below are the costs and estimated delivery times for any orders we send out:
UK Mainland Orders
Standard UK Mainland order costs £3, or spend £20 or more to receive free delivery. This takes around 3 – 5 working days to reach you and we dispatch our orders 24 – 48 business hours after we have received it (but often, we try and do this faster).
Our Next Working Day Service costs £6.50 (although there are no deliveries on weekends or bank holidays). Please place your order before 12 noon to receive your order on the next working day. Please note: orders placed after 12 noon on a Thursday will not be delivered until Monday. If your parcel is being delivered to the Scottish Highlands and Islands, Ireland or Europe, our Next Day Delivery service is not available.
Please note: any orders placed during a bank holiday will not be processed until the next working day.
UK Scottish Highlands and Islands Orders
Please be aware that any additional duty or customs charges applicable in the destination country are payable by the recipient and are not the responsibility of Wax Lyrical. We have no control over these charges and cannot predict what they may be. Customs policies vary from country to country, any further information can be found from your local customs office.
For all offshore deliveries we use either Royal Mail or Courier. Packages must be signed for on receipt, there is a tracking facility on www.royalmail.com which unfortunately, can only track packages until the point that they leave the UK.
FREE RETURNS FOR UK MAINLAND ORDERS. If you're not happy with your purchase for any reason, please email us on firstname.lastname@example.org and we will be able to let you know how to return your order for free.
We currently charge a flat fee of £20 for all European orders and can take up to 10 working days to reach you.
The countries we deliver to are: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Finland, France, Monaco, Germany, Hungary, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, Ireland, Switzerland, Isle of Man and the Channel Islands.
If your country isn't listed, this is because the delivery charges are extremely high or the product cannot be sold in your country. We have enabled some billing addresses to be in countries we don't ship to, in case you would like to send gifts to friends and family members in other parts of the world.
Please note: additional duty or customs charges applicable in the destination country are payable by the recipient and are not the responsibility of Wax Lyrical Ltd. We have no control over these charges and cannot predict what they may be. Customs policies vary from country to country, any further information can be found from your local customs office.
As our items are often glass or other delicate objects, we’ve found the best companies to handle your home fragrance orders are Royal Mail or TNT depending on the size and weight of the package.
A signature is required for all deliveries, just to make sure your order ends up in the right hands. Please make sure someone is available to receive goods at the delivery address you give us.
Although we package each and every order in strong boxes with bubblewrap and air pillows, it’s always best to be on the safe side, which is why all goods are insured in transit and any claims for damages must be made to the carrier at the time of delivery – please check your parcel before signing for receipt of it. If it’s damaged, it is necessary to sign and state “received damaged” on the carrier’s manifest.
The damaged items must be retained in case the carrier wishes to reclaim the package. Please notify us of any damaged parcels within seven working days, and we will happily replace your goods as soon as we can.
If you have received a package that looks fine on the outside, but the product is damaged inside, please let us know and we will do our best to resolve this for you.
When will I receive my order?
UK Mainland orders using standard delivery can take 24 – 48 hours to be despatched (but often we can do this faster) and once you have received an email advising of your order’s dispatch, it will take around 3 – 5 working days to reach you.
If you are not in when your parcel arrives you will be left a card, with instructions for collection at your local Royal Mail sorting office or to re-arrange delivery with the courier.
Next day delivery orders must be ordered before 12 noon. Any orders ordered after this time we cannot guarantee your order will reach you by the next working day. Any next day delivery orders placed on a Friday will not be delivered until Monday.
Although there are usually no problems with these timescales, these are all estimates and these can vary.
How can I pay?
We accept all major credit, debit cards and PayPal. Please be sure to provide the correct billing address your credit card has on file for you as incorrect information may cause a delay in processing your order.
All credit cards and cardholders are subject to validation checks and authorisation by your bank or card issuer. If the issuer of your payment refuses authorisation for payment of your order, we are not liable for any delay or non-delivery of your order.
When will I be charged?
The full purchase price will be charged to your card upon placement of your order. Payment will be debited and cleared by Sage Pay online payment services or through PayPal, depending on your payment method.
What about credit card security?
Fear not, all orders are encrypted to ensure safe transmission to us. We use secure server software (SSL) to ensure your information is safe and cannot be read.
You are entitled to cancel any payment due to be made in respect of your order in the event that you discover that your card has been used fraudulently by any unauthorised person to buy goods under this contract. Your card issuer will be liable to re-credit your debit, credit or payment card in respect of any sums already paid. If you do discover that fraudulent use has been made of your card you should immediately notify both Wax Lyrical Ltd and your card company with full details.
What about Maestro (Switch) Cards and Issue Numbers?
When using a Maestro card (or Switch card if you use its old name) please enter the long payment number (the longest number displayed in the centre of the card, not the smaller account number at the base of the card). You need only enter an issue number for a Maestro card. If your Maestro card has no issue number, like some Royal Bank of Scotland cards, then type in a dash "-".
What if I want to cancel my order?
You have a right to cancel your order placed with us until the goods have been packaged by us for despatch. Should you wish to cancel your Wax Lyrical order please contact our customer service number on 01229 461140 or email us at email@example.com immediately.
How do I receive a refund?
Please see our Returns policy for more information on this.
Can I be refunded on gift wrap?
When an order is gift wrapped please be aware this is a non refundable service regardless of whether the order is returned or cancelled.