FAQs

Your question isn't on here? Give us an email at help@devonwick.com and one of our team will get back to you as soon as possible, customer service is open 8am to 4pm Monday to Friday (not including bank holidays)

Incorrect address
We know it happens, but if you see that you have put in the wrong address or missed something out, give us an email straight away at help@devonwick.com ( no need to send more than one as it will push you to the back of the queue) please make sure to send the correct address with this email. Sadly orders leave so quickly we might not be able to do this nor have you noticed it is misspelt. This complies with chasing up orders also. We will have to wait for the order to be put down as incomplete and come back to the warehouse, we might also ask for delivery to be paid again if applicable. However, if the order gets delivered to the address you put in, it is up to you to go and collect it or arrange for it to be delivered to you. We can not offer a refund or replacements for an incorrect address, this includes forgetting house numbers and streets, Misspelling one or all of the postcodes.

The bulb has blown on my electric melter, what can I do?
The bulbs can blow easily, you want to make sure you have a spare 40W bulb. If you do not you can order them in a pack of 10 through our website https://devonwick.com/products/10-pack-electric-wax-melter-replacement-bulbs-g9
Also, make sure to use a tissue when changing a bulb as you do not nat to get that oil on your skin. It is not harmful but can be sticky and icky.
If you are not happy with the bulbs or your electric melter never hesitate to give us an email at help@devonwick.com


How can I cancel my monthly subscription box?
Please follow this link to access your monthly subscription account: http://devonwick.com/a/account/login
It will ask you to pop in the email you use for your monthly subscriptions, a code will be emailed to you and you will then be able to access your email and edit/cancel your monthly subscription. If you're wanting to cancel and have a refund of the current monthly subscription please contact us at help@devonwick.com

When is payment taken for monthly subscription boxes?
Payment is taken on the 1st of the month, but it can take up until the 5th of the month to come out of your bank account. If you notice it is close the 15th of the month and no payment has been taken, please double-check your payment details on your subscription account and if all of that is updated, give us an email at help@devonwick.com

When will my monthly subscription box be posted?
Monthly subscription boxes are posted around the 15th of the month, they go through standard royal mail delivery meaning, they can take 2-3 working days (not including weekends and bank holidays) after dispatch to arrive but can take up to 10 working days depending on delays within Royal Mail. If your order has not turned up within 10 working days give us an email at help@devonwick.com

What delivery options do you have?
We send orders via either Royal Mail, DPD or UPS.
STANDARD DELIVERY (UK) - £2.99
We offer free delivery for orders over £30
Standard Delivery usually within 2-3 working days within England, Wales or Scotland, from date of dispatch Orders can take up to 10 working days ( not including bank holidays and weekends) To arrive due to delays through royal mail.
EXPEDITED DELIVERY (UK) - £5.99
Expedited delivery within England, Wales or Scotland delivered within 1-2 days - Order must be completed by 1 pm Monday to Friday for delivery aim for the next working day. If ordered anytime after 1pm on Friday and over the weekend these will all be dispatched on Monday.

How long does it take orders to be despatched?
It can take anywhere from the same day to up to 7 working days to be despatched from our warehouse, this can be due to staff illness/holidays, peak times ( Easter, Halloween, Christmas, and the new year), and bank holidays weekend. We will keep you updated on any delays so make sure you're subscribed to our emails!

Do you send internationally?
Currently, we only send throughout England, Wales, Scotland, and Ireland. We do have plans to ship internationally in the future.

Are your wax melts safe around pets?
We use fragrance oils in our wax melts instead of essential oils. It’s mostly essential oils that are toxic to pets, but as you will be well aware, pets can develop allergic reactions to anything just as humans can. If your pet has a known sensitivity/allergy to perfumed products, you should avoid them completely, whether made of essential oils or synthetic oils. Some synthetic oils/fragrance oils do have small amounts of essential oils in them, and this is why you must know which ingredients are toxic and check for them on the labels before using them around your animals. On the back of each wax melt will have the CLP which lists the allergens.
This does not apply to parrots!

When will a scent or product be back in stock?
As you know all our products are made at the Devon Wick warehouse, however, delays from suppliers, it can cause a scent or product to be out of stock for some time. Please make sure to click the ‘notify me when available’ button as when a scent or product is back in stock you will receive an email straight away when it is back on the website! Any more questions never hesitate to contact us at help@devonwick.com


What other ways can I contact Devon wick?
You can give us a message on both Facebook ( Devon Wick ), Instagram (devonwickcandles). We also have an email help@devonwick.com ( answered between 8 am and 4 pm Monday to Friday) or you can give us a call on 01752907314 ( lines are open Monday to Friday 8 am to 4 pm)

Where is Devon Wick based?
Devon Wick is based in Plymouth, Devon.

Do you offer click and collect?
Currently, we do not offer click and collect, but we are hoping to offer this service later on in the future!

How can I unsubscribe from your emails?
At the bottom of the email, there should be a little unsubscribe button, it should be very faint and in a grey colour, if you click on that it will ask you to confirm the email you would like to be unsubscribed. Nevertheless, just reply to that email saying you wish to unsubscribe and one to the team can do that for you. Or you can email us at help@devonwick.com

Are your wax melts vegan?
We only use soy wax in all wax products here at Devon Wick. On top of that, we use fragrance oils rather than essential oils in all products. The glitter and packaging are also eco-friendly and biodegradable.

What products do you offer at Devon Wick?
We offer wax melts, candles, wax tubs, room spray, diffusers, bath bombs, whipped soaps, and a range of electric and tealight melters. We also offer over 130 scents ( and counting!), never hesitate to contact us about what scents we do in each product, contact us at help@devonwick.com

Do you offer gift cards?
We currently offer digital gift cards! Please follow this link, https://devonwick.com/products/devon-wick-gift-card
Once you purchase, an email will be sent to you with your gift card with instructions on how to redeem it at checkout.
GIFT CARDS ARE NOT A PHYSICAL PRODUCT AT DEVON WICK AND DO NOT REQUIRE SHIPPING, MEANING EVEN IF YOU PAY OVER £30 YOU WON’T GET FREE DELIVERY AS THE GIFT CARDS GET DEDUCTED FROM THE TOTAL WHEN SHIPPING IS CALCULATED.


I haven’t added the two free bars with the melter to my order and it has gone through, what do I do?
Give us an email at help@devonwick.com with your order number and the scents you would like, if your order has not been fulfilled and despatched then we will add them on, if your order has been fulfilled we will only send them out if you are happy to pay for postage, or when you next place an order, let us know and we can add them on there, remember the emails only operate Monday to Friday 8 am - 4 pm, so there could be a delay in answering!


Delivery and returns

Incorrect address
We know it happens, but if you see that you have put in the wrong address or missed something out, give us an email straight away at help@devonwick.com ( no need to send more than one as it will push you to the back of the queue) please make sure to send the correct address with this email. Sadly orders leave so quickly we might not be able to do this nor have you noticed it is misspelt. This complies with chasing up orders also. We will have to wait for the order to be put down as incomplete and come back to the warehouse, we might also ask for delivery to be paid again if applicable. However, if the order gets delivered to the address you put in, it is up to you to go and collect it or arrange for it to be delivered to you. We can not offer a refund or replacements for an incorrect address, this includes forgetting house numbers and streets, Misspelling one or all of the postcodes.

When will my monthly subscription box be posted?
Monthly subscription boxes are posted around the 15th of the month, they go through standard royal mail delivery meaning they can take 2-3 working days ( not including weekends and bank holidays) after dispatch to arrive but can take up to 10 working days depending on delays within Royal Mail. If your order has not turned up within 10 working days give us an email at help@devonwick.com

What delivery options do you have?
We send orders via either Royal Mail, DPD or UPS.
STANDARD DELIVERY (UK) - £2.99
We offer free delivery for orders over £30
Standard Delivery usually within 2-3 working days within England, Wales or Scotland, from date of dispatch Orders can take up to 10 working days ( not including bank holidays and weekends) To arrive due to delays through royal mail.
EXPEDITED DELIVERY (UK) - £5.99
Expedited delivery within England, Wales or Scotland delivered within 1-2 days - Order must be completed by 1 pm Monday to Friday for delivery aim for the next working day. If ordered anytime after 1 pm on Friday and over the weekend these will all be dispatched on Monday.

How long does it take orders to be despatched?
It can take anywhere from the same day to up to 7 working days to be despatched from our warehouse, this can be due to staff illness/holidays, peak times ( Easter, Halloween, Christmas, and the new year), and bank holidays weekend. We will keep you updated on any delays so make sure you're subscribed to our emails!

Do you send internationally?
Currently, we only send throughout England, Wales, Scotland, and Ireland. We do have plans to ship internationally in the future.