Customer Service





GREAT CUSTOMER SERVICE IS OUR AIM



We've been in business a long time and the provision of great Customer Service is a founding principle by which we operate.



This means you will generally be able to contact us by phone during normal business hours and if you submit an enquiry through the website or an email to our sales team, we try to answer quickly. Enquiries about orders and products take precedence over all others.



We try wherever possible to ship orders very quickly. If your order arrives with us too late to hit the postal deadlines that day, then it will be among the first shipped next working day - we operate a first in first out order queue.



We only advertise items we normally stock and our real-time catalogue show the current stock status (there are a couple of exceptions where equipment gets shipped direct from the manufacturer). By design, our ordering system will not allow you to order items which are not physically in stock at the time of ordering - this is intended to avoid disappointment and shipping delays.



Where something happens that will for any reason prevent your order from shipping in our normal super-fast timescale, you will be contacted by a member of our customer support team to let you know why and you will offered various corrective options including be given the option to cancel your order if you want to (however, this doesn't happen often).



Our policy is that if we can possibly be of service to a customers, we will endeavour to be.






 
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OUR CUSTOMERS SAY
M H - 21/02/2017
I just wanted to say 'Wow' ! As a new customer I am absolutely delighted with your service. The items I ordered were packaged superbly and have arrived so quickly . Absolutely fantastic . Keep up the great service and work. You will definitely be my supplier of choice and I will recommend you.
S F - 20/02/2017
Fantastic customer service from Paula today !
R M - 17/02/2017
Always a very friendly and helpful service, thank you!
G R - 16/02/2017
Always buy from you and am very happy with the service. I was a little worried when the product I buy was out of stock for a while. However when I called, your sales assistant was very apologetic. She explained what the problem was and assured me that it would be in stock soon. She offered to let me know when the item was back in stock and I received an email today so, I would like to thank Paula for the email and the rest of the team for great customer service. Thank you.
H S - 15/02/2017
This is definitely the best UK site I've found for candle making. I haven't made them before and lack of options was making me hesitant to try this. But I found your site and I'm definitely going to try it, I've wanted to do it for ages and was held back by high delivery prices and prices of oils. So I'm very grateful to have found your site and will most definitely use it again!!
J S - 14/02/2017
I had to telephone your customer services for assistance and Paula was extremely helpful. She was polite, friendly and helped me get exactly what I needed without rushing me or making me feel I was a pest! Thank you so much, I will be back for more products without a doubt!
L F - 13/02/2017
awesome scents, highly recommend!!!!
K P - 13/02/2017
Very easy to use the website and when I have called for advice, I have always found staff to be extremely friendly and helpful. Thank you!
R D - 11/02/2017
Very efficient and friendly staff and very quick deliveries with no problems
D G - 07/02/2017
Thank you for a very helpful site.
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