The boring stuff no one ever reads...
(but please do, there's lots you need to know)
HEALTH AND SAFETY
Our SOY WAX melts/brittle (as mentioned on our homepage) are made in our home, our kitchen to be precise. While we thoroughly clean and prepare our work area, some allergens such as dairy, nuts/peanuts, Soya and wheat gluten are stored and used within it. Even though these products are not used in our wax and our products are not to be consumed we cannot gaurentee there wont be traces of any allergens. Although rare some allergies are so severe that even being in the same space can cause a reaction. If this is the case we would advise you against ordering.
Never add water or anything else to your burner apart from the wax product being used at the time.
Leaving your burner on for too long can cause it to overheat and crack!
To clean out your burner, melt your wax as usual, remove candle if needed and add a few balls of cotton wool to the wax, this will soak it up. Remove carefully once soaked and wipe out your burner. Add more wax and enjoy!
Never melt for more than 4 hours at any one time.
Do not leave your burner unattended.
Keep on a heat resistant surface.
Keep away from Children and Pets.
Keep away from Windows and Drafts
As amazing as they smell and look, please DO NOT eat.
As our products are handmade, no two items will ever be the same, I guess that's the beauty of it.
Colours, patters etc may vary dependant on stock available at the time a product is made. For example if we are out of yellow dye, we may use pink. However the scent will obviously remain the same. We currently stock 'tart' like shaped samples. Eventually we may change this, weights should remain the same. Samples are a minimum of 13g. Brittle bags are a minimum of 80g. We use a premium Soy Wax, this means some products may have a 'frosted' appearance. This and any slight dips (in our samples) will not affect use, after months of trying different wax we went with the wax that had the best scent throw, this was the most important part for us and I'm sure you, so frosting and slight dips became a minor thing i'm sure you'll agree! It's the scent that matters, right! We add biodegradable glitter too!
Our samples are currently packaged in a small resealable clear plastic bag (we are currently looking for alternative options for this packaging) with CLP labelling, scent name etc.
Our Brittle bags are packaged in a Brown Kraft resealable bag with CLP labelling, scent name etc.
Brittle is made in large trays and broken into pieces, some pieces will be larger than others but the weight will still be the minimum for the product, sometimes for the sake of posting, brittle needs to be broken into smaller pieces so the bag is flatter, this is so the bag fits in postal boxes up to a certain weight and makes postage cheaper for you.
PACKAGING AND EXTRAS
We send all orders 1st class signed for by Royal Mail this is a 1-3 working day service, there is also a 2nd class signed for option if you prefer that which is a 3-5 working day service. We send using a signed for service so we are both covered. Once your order has been posted your tracking information will be sent via your transaction. This means you can go on the Royal Mail website and track your order at any time. It wont tell you the step by step information in regards to where your order is at that point in time, however it does state when it was posted, if delivery has been attempted or if it's been delivered and signed for by a family member/neighbour etc.
The price you pay for postage at the checkout covers postage and packing. There are two options and 3 weight brackets.
All orders are sent FREE when you spend £30.
Orders are posted Monday to Friday. All orders in by 8am will be posted that day unless otherwise stated on our Facebook page (this is rare though but may happen from time to time and cannot be helped) If you order after 8am, your order will likely be posted on the next posting day but may still be posted on the day of ordering, we are very busy and will do as much as we can before we need to do the posting.
Please make sure your delivery address is correct on your order, if it's not, there is nothing we can do once posted. Delivery information must include your name and full address. We do not send out parcels to 'The Occupier' or 'Mr T'... If any relevant information is missing we will need to contact you, this may result in your order being sent out a day later than planned.
The majority of orders usually arrive the next working day after posting but as this isn't a guaranteed next day service it may take up to 3 working days for your order to arrive after we have posted it. Please allow an extra day or two around busier times in the UK (Christmas, bank holidays etc)
If in the unlikely event of your order not arriving within 7 working days please contact us for your tracking number (please note - this is always sent to your email/via your transaction once we have posted your order so you will already have it) If you check the status of your order and it has been signed for but not by you please check with your neighbours or others who live with you before you contact Royal Mail to resolve this issue.
Your order being delayed bugs us as much as it bugs you, this is because we literally have no control over delivery times once your parcel has left us... A polite message to us and we can help.
We send all orders (unless stated otherwise) by a first class signed for delivery in the UK (1-3 working days) so your order will need to be signed for. It cannot be left behind your plant pot, in your shed or thrown over your gate. Sorry!
Unfortunately we do not send orders to Southern Ireland. UK only.
If you miss your order, you will be left a card (Maybe! Yes this bugs us too as you should be left a card but sometimes you wont be... Arrggghhhh!!!!. Again, completely beyond our control) and your order will be taken to your local post/sorting office. If it is not collected within the time frame stated on the card which is usually around 2 weeks, it will be sent back to us.
If it is sent back to us you have one of two options once we get it back, you can either have a refund minus the full postage cost that it cost us to send to you OR you pay the full postage cost to have it sent back out to you. This still applies if you had FREE postage as we still payed out the initial cost. This is why it's best to contact us if you think your order is delayed then this can be avoided.
If you didn't collect your order and it doesn't come back to us. Please contact Royal Mail to discuss this with them. If you know you won't be home when your delivery is due, it may be an idea to have it posted somewhere where someone will be in or to your work address if that's where you will be but you must put this address as your delivery address on your order as we post all orders to the stated delivery address.
We cannot refund you because of the following:
- You didn't read the information provided
- You bought them and you dislike the scent
- It went to another address due to you not checking your delivery address before confirming your order.
If you over ordered or put in the wrong address and email straight away, we can sort out the refund/delivery address for you but be sure to message straight away not 24 hours later as it's likely to have been posted. If your order has been posted there is nothing we can do so please do message us to check if you are unsure of anything.
If we make a mistake or your order is lost, which is rare, but if it happens you will be refunded or have your order re-sent where possible. This is not a problem but you must let us know you order hasn't arrived within 7 working days via our contact us tab/customer service email so we can process this for you. If you do not message us we have no idea you are still waiting so please do so.
Refunds that are given will be processed within 24 hours.
You must enter any discount codes at the time of ordering. If you continue your order and do not use the code, it is unlikely you will be refunded the difference you would have saved using the discount code. If you have any problems using any discount codes, please contact us before placing your order and we can invoice you instead and include the discount code for you.
PAGE OFFERS VS WEBSITE OFFERS
Occasionally we may run Facebook page only offers, if you see an offer there please read correctly as it may state 'order through our page tonight for 20% OFF' for example, this offer wont be available on our website in that case. However, all website offers can be ordered through our page and discounts will still apply. If ever you have any problems ordering via our website just private message us on our page with your order and email address and we can invoice you!
On our Facebook page we run competitions and giveaways. You must be in the UK to enter. All prizes are sent via 2nd class post. This is a 3-5 working day service and does not need to be signed for. We always get proof of postage because of this. However, we are not responsible for any missing parcels that come from competitions/giveaways and replacements will not be sent.
For health and safety reasons we do not accept returns. See above (Refunds)
If however for a specific reason we have told you to return an item for a refund. Items must be sent back, unopened, by first class signed for delivery within 7 days of our agreement. Once your order is back to us, unopened, we can process a refund for you minus the FULL postage cost. Even if you purchased your order with a FREE postage offer. if being refunded this cost is deducted from your refund as it has already been paid by us.
If you are invoiced for offers or just general orders you must pay on the day the invoice is sent unless we have discussed otherwise. Unfortunately we cannot save offers/stock so if unpaid within the time frame, your invoice will be cancelled.
TERMS AND CONDITIONS
The following statement will be in the checkout area of our website. By continuing with your order you are agreeing that you have read and understood all the information provided.
By continuing with this order, you are agreeing to the following:
You have read our disclaimer at the bottom of the home page
You have read the 'boring stuff' section about delivery, returns and refunds etc
You have read all information provided about each product
Lolo Aroma Ltd do not share any information you give us with anyone else. Your address is only ever used to send your order to. If you enter a phone number this will never be used by us for any reason. When you place an order your email address is automatically added to our 'customer' mailing list where we will likely send you a newsletter along with our subscribers. This is so you don't miss out on any offers in future. If you no longer wish to hear from us you can unsubscribe at any time. The majority of the time we only send 'newsletters' to those who actually 'subscribe'.
GDPR - From the 25th May 2018 we will only send 'newsletters' to those who 'subscribe' to our newsletters. Placing an order WILL add your email address to our list but it will not be used for newsletters/any other purpose (unless we need to contact you about said order) so you will need to subscribe if you want to continue to hear from us. As above, your information - Name, number, address etc is NOT shared with anyone else.
Every month we will check our contact list and remove any 'inactive' contacts, this includes those who subscribe. Inactive contacts are those who don't open emails or you are marked as 'inactive' when our emails go into your
junk folder. Thank you