Do you have any questions? Check out our Frequently Asked Questions below. If you still need help please contact us.

TRACKING & DELIVERY

How long will my order take to arrive?

We aim to dispatch all orders within 1–3 working days. Once your order has been dispatched, delivery typically takes 2 working days via Royal Mail 48 Tracked, although this may vary during busy periods

How can I track my order?

As soon as your order has been dispatched, you'll receive a confirmation email with your tracking number. You can use this to follow your parcel's journey and check the latest delivery updates.

How much does delivery cost?

Standard UK delivery is£3.99. We also offer FREE UK delivery on all orders over £40. Delivery charges are calculated automatically at checkout.

My order hasn't arrived. What should I do?

If your parcel hasn't arrived within the expected delivery timeframe, please check your tracking information first. If you're still unable to locate your parcel, contact us at studio@poppysnorfolk.co.uk with your order number, and we'll be happy to help investigate.

REFUNDS & RETURNS

Can I return my order?

Due to the nature of our handmade home fragrance and bath & body products, we can only accept returns if your item is damaged, faulty, or incorrect. If you have any concerns with your order, please contact us within 14 days of receiving it.

What should I do if my order arrives damaged?

We're so sorry! Please email us at studio@poppysnorfolk.co.uk within 48 hours of delivery, including your order number and clear photographs of the damaged item and packaging. We'll work with you to resolve the issue as quickly as possible.

How long do refunds take?

Once your return or refund request has been approved, refunds are processed back to your original payment method. Please allow 5–10 working days for the funds to appear in your account, depending on your payment provider.

Can I exchange an item?

We don't currently offer direct exchanges. If you've received a damaged, faulty, or incorrect item, please get in touch and we'll arrange a suitable resolution as quickly as possible.

ORDERS

Can I amend or cancel my order?

If you need to make any changes or cancel your order, please contact us as soon as possible at studio@poppysnorfolk.co.uk. We'll do our best to help, but once your order has been dispatched, we're unable to make any changes or cancellations.

I haven't received my order confirmation. What should I do?

Order confirmations are sent automatically to the email address provided at checkout. If you haven't received yours, please check your junk or spam folder first. If it's still missing, get in touch with us and we'll be happy to help.

Can I add items to an order I've already placed?

If your order hasn't been packed or dispatched yet, we may be able to add additional items. Please contact us as soon as possible, and we'll let you know if this is still possible.

What if I receive the wrong item?

We're sorry if there's been a mistake. Please contact us within 48 hours of receiving your order at studio@poppysnorfolk.co.uk, including your order number and a photo of the item received. We'll resolve the issue as quickly as possible.

PRODUCT SAFETY

How do I use wax melts safely?

Always place your wax melt in a suitable wax burner designed for use with wax melts. Never add water, never overfill the dish, and never leave a lit tealight or switched-on electric burner unattended. Keep out of reach of children and pets.

Are your products safe to use around pets?

Our products are intended for normal household use. As with all home fragrance products, we recommend using them in a well-ventilated room and ensuring pets have the option to leave the area if they wish. Never allow pets to ingest wax, fragrance oils, or other home fragrance products, and always keep products out of their reach.

Can I leave my candle or wax burner unattended?

No. Never leave a burning candle or lit wax burner unattended. Always extinguish candles and tealights before leaving the room, and allow the wax to cool completely before handling.

Why does my wax melt or candle look slightly different from the photos?

All of our products are lovingly handmade in small batches. This means that slight variations in colour, finish, or appearance can occur from time to time. These natural differences are completely normal and do not affect the quality, fragrance, or performance of your product.