Orders received before 12pm Monday - Friday (excluding Bank Holidays) will be processed that day, depending upon item availability and payment verification.
Orders placed after 12pm Monday - Friday (excluding Bank Holidays) will be processed the following business day.
Orders placed on Saturdays and Sundays will processed on the Monday.
Orders placed on UK bank holidays will begin processing the following business day.
We use a signed for and tracked delivery business service with DPD.
They only collect and deliver Mon – Fri (excluding Bank Holidays).
Although delivery is usually within 24hrs Mon-Fri, we don’t guarantee that, so, please allow 24 -48 hour delivery.
Please note that this option is only available for the UK only (EXCLUDING Northern Ireland, Channel Isles, Scottish Islands/Highlands, Isle of Man, Isle of Wight, Scilly Isles)
UK offshore 2 - 3 day delivery up to 28kg (Jersey, Guernsey, Northern Ireland, Scottish Islands/Highlands, Isle of Man)
We don’t make a profit to the delivery charges, in fact we run at a slight loss, even on paid for deliveries.
Receiving Your Delivery
All deliveries must be signed for.
If you request that your parcel is left in a ‘Safe Place’ and it goes missing, we do not take responsibility for that and won’t replace the items, so, please make sure that someone is there to take delivery of your order.
DPD make two attempts to deliver and they notify you via text/email before each attempt, so there’s no excuse for missing their delivery.
If you ignore their text/emails and both attempts to deliver fail, DPD return your order to us and charge us a £10, plus vat returned delivery charge.
In that instance, you will be refunded for your products, minus the original delivery charge, the packing cost and the £10 failed delivery charge. This includes customers that were eligible for free delivery.
Items ordered in error: Products are not offered on a sale or return basis, however, if products were ordered in error, and we receive them back within 5 days, in perfect and re-saleable condition, we will happily refund you the cost of the products only.
Please note that you will have to pay for the delivery and return postage.
DAMAGED PRODUCTS: If you receive a product that is damaged in transit, we will replace the damaged items once we have assessed the damage.
Please take photo's of the damaged items and email them to us within 48hrs at firstname.lastname@example.org
If for example a bag of wax beads has split, attach photos of the beads that have spilled inside the delivery box and a photo of the remaining beads still in the bag.
If your can of strip wax has dented, this won't damage the wax and you won't see the dented can once it's inside the heater. We are a small company so any understanding is much appreciated.
Missing items: If any of your items are missing from your order, please contact us straight away, but check around the room first. We’ve never had this happen without them being found or recounted.
When the items are packed by us, we weigh the box, and when the box reaches the DPD depot, they weigh the box and record it on their records, so it’s clear for us to identify if any items were missing. If they are, we’ll send them out to you asap.
Defective Items: Kim uses wax from each batch on a daily basis to ensure that our products perform to the highest standards, however, if you feel that a product is defective, please email us with the batch number and as much info as possible about the defect so that we can send the products to our manufacturers for testing. This may take up to 30 days, and if the product is found to be defective, we will issue you with a full or replace the items.