FAQs

PRODUCTS

What is a wax melt?

Wax melts are like candles but without the wick. Instead, they're melted in the top an electric or tea-light warmer, and slowly diffuse to fill the air with a wonderfully scented aroma. With a candle, the whole of the wax melts away, but with a wax melt, only the scent dissipates.

How do I use my wax melts?

Most of our wax melts can be cut or snapped to size. Simply place a small amount of wax in the dish of your warmer and allow it to melt, filling your room with a gorgeous fragrance. We recommend using a quarter of our 40g Tubs at a time, or 1-2 cubes of a Clamshell. 

How long does the scent last?

You should expect to experience around 4 hours of fragrance per quarter of a Tub or per cube of a Clamshell. Everyone experiences scent differently, so what might be a strong smell for you, may be lighter in strength to another. With that in mind, you may find that you can get more than 4 hours out of each piece of wax, and our customers quite often remelt their wax time and time again until they can lo longer smell the scent.

What type of wax do you use?

Our wax melts are made using our own custom soy blend.

What fragrances do you do?

At the moment, we bring out a mixture of new and returning fragrances every month. This means that what is available to you one month, may not be available again for some time. However, this does mean that we are constantly refreshing our range and there will always be new fragrances for you to try. Please join our chat group on Facebook to view what is on the agenda each month. Alternatively, keep an eye on our social media platforms for regular updates.

Do you sell candles?

At the moment, candles are not something we have the time to create. But please watch this space, as we'd like to introduce them to our range in the very near future!

Why is my wax going white on top?

This is called polymorphism or "frosting" and is a natural characteristic of soy wax. Frosting is when a white, crystalline layer forms on the surface or sides of natural waxes, such as soy. Some batches of the pure wax that we receive from our suppliers are more prone to frosting than others. It's quite hit or miss, so one of your wax melts may have a perfect top, while another may have frosted. Frosting does not effect the performance of our wax melts in any way and actually indicates that we are using a natural product. While it may look a little unsightly, rest assured that you are still receiving the same high quality products that we are known for.

Are your products safe to use around pets?

In short, yes. Although our scents can be safely used around animals, our products do contain chemicals, so it is important that your pets don't consume our products. We recommend keeping all of our products out of reach of children and pets, and should you require further ingredient information, please do not hesitate to email us at cleaveshomefragrance@outlook.com

Are your products safe to use when pregnant or around newborns?

They should be perfectly fine to use when pregnant, however, we strongly recommend consulting your GP before using our products. With regards to newborns, please be aware that babies are very delicate and their sense of smell extremely fragile while they are so young. We would advise against using any highly scented products around the home for the first few months of your child's life.

Why is there white smoke coming from my wax?

The white "smoke" you may sometimes see coming from your wax melt isn't actually smoke. It is in fact vapour, and is basically the fragrance oil evaporating. You will see it more with some fragrances than others and is nothing to be concerned about. If however, you ever see black smoke, please extinguish your tea-light candle immediately - the wax is burning too hot and there may be a hairline crack in the dish of your burner.

Why have my diffuser reeds lost their smell?

Reeds sometimes require flipping in order to refresh the scent. If you can no longer smell your diffuser, simply flip the reeds in the vessel so the opposite ends of the reeds are submerged in the liquid. We use fibre reeds, so they shouldn't require flipping too often. Be careful not to touch the fragrance oil with your bare hands - we recommend using disposable gloves. Should you get any of the liquid on your skin, wash with soapy water immediately. 

 

SERVICES

Do you offer samples?

Unfortunately, we do not send out free samples on their own. However, we do send free wax samples and other freebies with every order placed. So place an order, and you'll receive free items (subject to availability).

Do you wholesale?

At the moment, we are not currently wholesaling to other shops or businesses. However, we are more than happy to accommodate you should you require favours for a wedding, baby shower, birthday party or any other such occasion. Please do not hesitate to contact us via email or via our online contact form. We will have a minimum order quantity depending on which product you require.

Do you take custom orders?

Unfortunately, due to lack of time, space and hands, we do not take custom orders.

 

ORDERS

What are your delivery times and prices?

Royal Mail 2nd Class Signed For - £4.70

Courier Tracked - £7.79

*Prices are subject to change at any time.

Our turnaround time is currently 1-2 weeks. This means that from the moment you place your order, it could be up to 2 weeks before you receive it. We are a very small team working around our children, so we kindly ask that you be patient whilst waiting for your order. We promise we are doing all we can to get your order to you as efficiently as possible.

Do you offer free delivery?

Unfortunately, even our smallest item has to be packed into a box. This means it ships as a parcel and £4.70 (UK) is our cheapest delivery option available to you at this time. 

Do you ship internationally?

Yes we do! We ship to most countries worldwide. Pricing the shipping for international orders can be somewhat difficult due to the price depending entirely on the weight of your order. We charge an initial:

£10 to EU countries

£15 to everywhere else

Should your order end up being very light in weight and costing less that what you have been charged, we will refund you the difference. More often than not however, your order will be quite heavy and we may require extra payment. Please refer to our Terms and Conditions for more information.

Can I add to my order?

You will only be able to add to your order on a "Restock Weekend". This is the one weekend every month where we add new stock to the website. An option at checkout will appear to "add to existing order", and you can use this so long as you have already placed an order and paid postage. You can only use this option whilst your order is still awaiting fulfilment. Once your order is in processing, you will no longer be able to use this option.

I haven't received a confirmation email

Our emails to you often end up in your spam folder, please check that first. If you still cannot locate your confirmation email, it is quite possible you have either entered an incorrect email address at checkout, or your order simply didn't submit properly. Pease get in touch if you are having issues.

How do I cancel or amend my order?

If you wish to cancel or amend your order, you must do so immediately after placing the order. Please contact us via email to cleaveshomefragrance@outlook.com stating your order number, your name and any instructions.

How do I track my order?

You can only track your order if you selected our "Courier" option at checkout. If you have not received a text or email from our chosen courier within a few working days of ordering, please get in touch and we will locate your tracking number. (Please note, in order to receive tracking updates via text or email, you must have supplied your mobile phone number and email address at checkout).

My order hasn't arrived

Our turnaround time is currently 1-2 weeks. If you haven't received your order after 14 working days, please email us at cleaveshomefragrance@outlook.com

My order is damaged, incorrect or items are missing

If there are any problems with your order, please get in touch as soon as you are aware there is an issue. We will require your order number and photos of any damage or inaccuracies. 

I don't like the smell of one or more of the items in my order

Everyone's sense of smell is different and we all have different tastes. Without the option to "try before you buy", we understand that you may sometimes receive a fragrance that doesn't necessarily agree with your nose. Whilst we don't accept returns purely based on the fact you don't like it, we do have an active "Destash" group on Facebook where our customers sell or swap their unwanted items. Search for Cleave's Destash in the Facebook search bar.

 

PAYMENT

What forms of payment do you accept?

We accept payment via PayPal, Visa, Mastercard, Discover, American Express and Google Pay. Payment is mandatory at time of order.

Do you offer a 'Drop Box' service?

No

Do you offer discount codes?

We are a very small business so it is not financially viable for us to consistently hand out discount codes. That being said, if you are a member of our Facebook Chat Group, you can sometimes win discount codes from taking part in group giveaways, competitions and more. Do keep an eye out on social media though as we may offer spontaneous discounts every now and again.

 

MISCELLANEOUS

Are you VAT registered?

Yes we are. All prices on our website are inclusive of VAT. Our VAT number is: GB341056337

Are you insured? 

Yes. We are insured by HISCOX.

Are you CLP Compliant?

Yes, you will find CLP labels attached to all of our products. Additionally, you can view all of our CLP labels prior to purchasing by clicking on the CLP INDEX tab at the top of the page.