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FAQ: FAQ

FREQUENTLY ASKED QUESTIONS

WHEN WILL I RECEIVE MY ORDER?

You'll be receiving your order within 3-7 business days.

We provide deliveries all around Malta - €4.00, and Gozo - €6.00 (Please note that deliveries to Gozo may take longer than 7 days). Free deliveries on orders over €40.00. Deliveries take place Monday to Friday between 7:30am-1:00pm. We will contact you prior to deliver your order. If no one is available at the scheduled time and date at delivery address provided by you, and you wish to reschedule, a charge will apply for the second delivery attempt.

CAN I CHOOSE TO PICK UP MY ORDER?

Yes, you can choose the pick up option during checkout. Pick up location is in Siggiewi. You'll be notified by e-mail when your order is ready for collection (check Spam folders). Contact us so that we discuss a preferable date and time for pick up. We strive to offer a convenient pick up day and time to suit your needs. Please provide your order number when picking up your order (this can be found on your order confirmation e-mail). Orders left unclaimed for 30 days will be automatically canceled, and a refund will be issued. Please note that if we cancel an order which includes a limited or seasonal collection item, a refund will not be issued for that specific item.

DO YOU MAKE CUSTOM ORDERS?

Yes, we do. We offer corporate gift services as well. Get in touch with us by sending us an e-mail, or contact us through our socials, and we'd be happy to discuss further.

WHAT'S YOUR RETURN/EXCHANGE POLICY?

In order to process item exchanges, we require proof of purchase such as an email or receipt. For health and safety reasons, we are unable to accept exchanges for body products. However, we do allow exchanges for home fragrances that meet the following terms:

- Products can be exchanged within 7 days of delivery/pick-up,

- The product has not been used,

- The packaging is still in perfect condition with no tears, scratches or dust and debris,

- Our team has to inspect the product before the exchange is approved,

- The product can be exchanged for the same product category of an equal value,

- Exchanges are not available on Sale items,

- Exchanges are not available on Limited or Seasonal collection items, unless collection is still available for purchase.

HOW DO I CARE FOR MY SCENTED CANDLE?

When lighting up your candle for the first time, we recommend keeping it lit for 4 hours to ensure having a balanced melt pool. Before each use, ensure that your wick is trimmed at least 5mm to avoid any nasties in your wax. The melted soy wax can also be applied to the skin as it acts as a natural moisturizer. Always follow our candle care instructions that accompany each candle.

DO YOU MAKE SOUVENIRS?

We offer souvenirs for various occasions, including weddings, religious festivities, and parties. Our products include Mini Scented Candles and Mini Simmering Granules packs, which can be customized with your own design and labelling. For more information, please contact us.

WHAT'S YOUR REFUND POLICY?

We regret to inform you that refunds are not available. If you encounter any issues with your order, please do not hesitate to contact us directly for assistance on wicksandlocks@gmail.com

WHAT ARE YOUR PAYMENT OPTIONS?

We offer two payment methods for your convenience when placing an order on our website: online payment or cash on delivery/pick up. Please note that if payment is not confirmed upon pick up/delivery, our sales/delivery person reserves the right to decline handing over your order.

WHAT ARE SIMMERING GRANULES?

Simmering Granules are fragrance infused salts, that when in contact with heat, they'll start releasing the scent gradually.

HOW DO I USE SIMMERING GRANULES?

All you need is your favourite scented Simmering Granules, a burner and (preferable 4 hour) tea lights. Pour a spoonful of granules in the well of your burner, place  a tea light at the bottom. Light up and enjoy the fragrance. Always follow our SG how to use instructions that come with your order.

If you have any additional questions that are not addressed above, we would love to hear your feedback. Please do not hesitate contact us, and we will update our FAQ section accordingly.

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