FAQs

Where is my order?

We aim to post orders 10 -14 working days from the day of purchase, however during busier periods this may be longer.

Personalised boxes take 10 working days. If you require quicker please contact us.

Candles take 14 working days to be despatched.

How much is P & P?

Two options:

Royal Mail Tracked 24 £5.00

Royal Mail Tracked 48 £4.00

How do I use wax melts?

HOW TO SAFELY USE OUR WAX MELTS

Always use a burner designed for wax melts.

Check your burner regularly for hairline cracks or chips before use. Never use burners with cracks or chips as this can be a fire hazard.

Use 1 regular sized unscented tealight in your burner and do not add water.

Always keep out of reach of children and pets at all times.

Always keep in sight when burning. Never leave a lit tealight unattended.

Keep away from draughts.

Always pay attention to the safety information on the packaging.

Always keep your burner on a stable and heatproof surface away from fire hazards.

Remove all packaging before placing wax in your burner.

Use a suitable amount of wax for the size of your wax burner. Do not overfill.

Do not attempt to move your wax burner while burning.

How long do I keep one cube burning?

Each cube of wax should burn for 3-4 hours before the scent throw begins to reduce. This can vary slightly between scents as some are stronger than others. Therefore, we recommend customers changing the wax when the scent has disappeared or is weak.

How do I clean my wax burner?

If you wish to clean your burner we recommend using a cloth, warm water and washing up liquid. Please ensure that the burner has cooled down completely, is not plugged-in or lit whilst cleaning.

How do I remove wax melt?

We recommend turning on (if electric) or lighting a tea light under your burner and leaving the wax to warm for around 30 seconds (slightly longer in electric burners). You should then be able to slide the wax out of the dish and dispose of it.

Alternatively you can allow the wax disc to melt & then use cotton pads to soak up the wax. Dispose of the pads and pop a new wax melt in the dish.

Direction of use for reed diffusers

Remove the plastic cap/stopper from the diffuser bottle. Place your reed sticks in the fragrance oil and allow them to sit for one hour. Then flip the reeds over to saturate the top part of the reeds that stick out above oil level. This helps to speed up the process of the oil soaking up from the bottom diffusing through the entire reed. Expect a light fragrance to start perfuming your room within 24 hours.

We Recommend turning your reeds 1-2 times a week.

Peony London products are used at your own risk. Please ensure you follow all the safety advice above when using our products. Peony London does not accept responsibility for any damage caused as a result of the misuse of its products.

T&Cs

Terms and Conditions

Terms & Conditions

Peony London appreciate and value all of our customers and a positive customer experience is our number one aim. Accordingly, our Terms and Conditions are set out below. By reading this you accept all Terms & Conditions stated here. If you do not agree then you should navigate away from this domain.

We reserve the right to make changes to our Terms & Conditions at any time without warning, or prior notification. You should make note of our Terms & Conditions prior to making any purchases on our site.

Data Protection

Peony London will respect customer privacy at all times and we will never share your information with a third party. Your confidence is guaranteed.

Data Collection

As part of the order process, it is necessary for us to collect some personal information from you. This may include your name, address, phone numbers, email addresses and payment details.

We may use your personal information:

• To process your order

• To send you information about our special offer, promotions and updates

• To communicate with you regarding enquiries, complaints or sales

Intellectual Property

The content of our website, social media, promotional materials and emails including all text, trademarks, logos and any other design are protected by copyright laws in the UK. Peony London do not allow any unauthorised attempt to copy, modify, distribute or reproduce any content from our websites or social media outlets.

Orders and Payments

Once you have placed your order, we will package and post your item to the addressed specified during your purchase. Please note that we cannot accept any responsibility for address mistakes. We ask that you check the address before completing your payment.

It can take up to 10 working days to fully create and process your order. You will receive an email stating when we have received your order and another email once your item(s) have been dispatched.

We accept all major credit cards.

Delivery

Peony London use Royal Mail for deliveries.

If delivery has exceeded 10 working days from the point of order, please contact us as soon as possible. The tracking available to use, as a company, via the courier, is only live for 3 months, if you have not contacted us within the 3-month time frame, we will be unable to assist you any further in your enquiry.

If Royal Mail cannot deliver your parcel and you fail to collect from the sorting office, the parcel may be returned to Peony London HQ. Similarly, if you provide incorrect postal details and RM are unable to deliver your parcel it will be returned to us at Peony London. Should you wish your parcel to be resent, you will be required to pay the additional postage costs of approximately £4-£4.68 before this can be actioned. This is because we have to pay for postage to resend.

Damaged Goods

At Peony London, we check every product to ensure that the highest standards have been met prior to dispatch. Should you receive any item that you are not satisfied with you must contact us within 48 hours via our email address: peonyldn@icloud.com Please ensure that you provide your order reference number and contact details for you, as well as any supporting evidence. We will discuss the options with you at the time of contact.

Should your item(s) be badly damaged, we recommend that you do not accept these from the courier.

Returns and Refunds

Your customer experience is very important to us and we strive to make your online shopping expedition as fun and enjoyable as possible.

If you are not satisfied with your purchase, provided the product is returned in the original condition and the packaging, has not been opened, used or damaged. If the product is not in the original packaging or is damaged in any way we are not obliged to refund you. We do not refund personalised boxes unless damaged.