All orders are shipped via Royal Mail using your chosen service. We aim to dispatch within one working day — over 99% of orders placed before 12pm (noon) ship the same day. 1st Class (fully tracked) usually arrives within 2 working days of dispatch, and 2nd Class within 3 working days.

Please allow 7 working days past the estimated delivery date before getting in touch, as Royal Mail occasionally experiences delays. Then check your tracking and email support@scentsatno3.co.uk with your order number, and we'll log it as missing and investigate with Royal Mail.

Please review your tracking and GPS location data and check with family or neighbours first. Missing or stolen orders must be reported within 14 days of the scheduled delivery date. We'll ask you to complete a Royal Mail declaration form; investigations typically take around 30 days.

You can request delivery to a secure location of your choice through Royal Mail, but please note this is at your own risk — we're unable to replace or refund items left unsecured.

Unfortunately we can't take responsibility for incorrect address details, so please contact us immediately if you spot an error. If a parcel is returned to us due to an address error, a £3.50 return fee applies. We can then resend (original postage charges apply) or refund your order minus postage.

Once an order has been placed we're unable to cancel or amend it. You're welcome to return it within 14 days of receipt instead.

Royal Mail attempts delivery twice, then holds the parcel at your local depot for 18 days for you to arrange collection or redelivery. If it's returned to us, a £3.50 return fee applies.

For an incomplete order, email us photos of your packing slip and delivery label. For an incorrect item, send photos within 48 hours of delivery. We'll check against our records and, where needed, send a declaration form — successful claims are refunded for the missing items.

As a small business we're sadly unable to offer free returns. For a faulty or damaged product, contact us straight away with photos, your order number and address. The product must first be returned to us for verification and inspection. Please note wax-bar breakage during transit can't be refunded.

Please inspect all tealight burners within 24 hours of delivery and report any damage within this window for a refund or replacement. Items must be returned in their original packaging. Misuse (e.g. oversized tealights or incorrect wax removal) voids a refund. Postage reimbursement of up to £3.95 is available with proof.

All refund requests are processed via email — please allow 3 working days, then check your bank or card statement for updates. Any questions, email support@scentsatno3.co.uk. Unused discount codes can't be refunded, and gift purchases are refunded to the original purchaser only.

Our wax is entirely free from vegetable, palm and animal-based components — a non-toxic mineral blend. Our fragrances come from a dedicated fragrance house we've partnered with for over 6 years, and every wax melt is hand-poured in our UK facility.

Our products are independent creations and are not associated with, endorsed by, or connected to any original brand holders. CLP safety information is displayed on our products, and safety data sheets are available on request.

Discount codes are single-use. Misusing the system (for example using multiple email addresses) may result in order cancellation or points being deducted. Once you redeem loyalty points they're converted into a discount code, which you then have a 12-month window to use.

Please apply any promotion during checkout — review your order before paying so you don't miss out, as we're unable to apply offers retroactively. Multiple codes can't be stacked on individual items.

Join our loyalty programme and earn points from your very first order. Redeem them for a discount code to spend on anything you like.