Frequently Asked Questions
Order FAQs
Find information regarding orders below
Shopping in your own currency
Our website will automatically change the currency based on your location. Orders are then carried out in your local currency and are subject to the current exchange rate at the time of order placement.
Order Confirmation Emails
Our website will automatically send an order confirmation email when an order has been placed. Please ensure your email address has been inputted accurately. Should you have placed an order but not received an email to your inbox, please check the 'junk' folder incase it has arrived there.
Amending an order
Once the order confirmation email has been received, we are in receipt of your order. We are able to amend the order prior to it being put into production with our team. Orders enter our production schedule on the same day that they are received so please email us ASAP if you would like to make an amend.
We are able to amend shipping addresses prior to the order being dispatched. Once the order has dispatched and is with the courier we cannot change the delivery address.
We are unable to amend orders that have already been dispatched (once your dispatch email has been received).
If you make an order in error and fully complete it on site including payment, then need to cancel before dispatch please email us as soon as possible on contact@theblackenedteeth.com including your order number (found on your order confirmation emailed to you by us on completion of order). If your order has not been dispatched we will be able to refund the total paid by yourself including delivery costs, please allow up to 14 days for refund to show back in your account, although this is normally much faster. If it is too late to cancel your item (i.e. because it has already been dispatched) then you will need to return your item to us at your own cost.
How long does it take to hand-make my order?
Our products are handmade, therefore they have a 'Production Time' prior to their 'Shipping Time'. Each product listing states how long it takes to be made by our Artisans. You can find this below the 'Add to Cart' button on each product listing in the form of a timeline with icons/dates.
For orders that contain multiple products, the longest production time will apply to the whole order.
Please take note of this estimated dispatch/delivery date for your own reference.
Dispatching of Orders + Tracking
When your order is ready to dispatch from our workshop you will receive a dispatch email. This dispatch email will contain the courier tracking for your order. The courier tracking will go live upon its first scan when the courier has collected the parcel.
Where does my order ship from?
All orders are made, packaged and dispatched from our UK workshop and handed directly to our couriers that collect from our workshop.
Payment Options at checkout
We accept a variety of payment methods, these will be presented to you at checkout. You can also view in the form of icons in the bottom right footer at the bottom of the homepage.
Payment methods available may vary depending on your country.
'Buy Now, Pay Later' Options:
An item I recently bought has now been put on sale. Can I be refunded the difference in cost?
Prices can be reduced depending on a number of factors without prior warning - this is simply the nature of sales/business. In making a purchase you are accepting the amount you are being charged, so we cannot refund you the difference. However, you are of course free to return any items, provided they comply with our Returns Policy.
HOW DO I CLEAN AND CARE FOR MY PRODUCTS?
Our products (resin and plaster) are painted by hand and sealed with a durable matt or gloss varnish, however we don't recommend using cleaning products (i.e. polish or the likes) on your items. A simple, smooth (non-abrasive) dusting cloth will do the job nicely. Our products are not designed to be used outdoors.
Our products are made by hand and should be treated as piece of artworks in their care and cleaning regimes.
Can you make a custom/bespoke order?
Yes we can make products in custom colours and to varying specifications. Send us an email if you'd like to discuss what you're looking for: contact@theblackenedteeth.com
Why has my order been cancelled?
Why has my order been cancelled?
Orders may be cancelled in the event that our system identifies them as fraudulent. If you believe this to be a mistake, please contact contact@theblackenedteeth.com and we will ask you some questions to confirm the legitimacy of the order. On rare occasions, we may oversell on a product. In these cases, your order will be split (if it contains other items), or cancelled, and you will be contacted to arrange either an alternative product, a refund, or a voucher code of the same value.
How are your products made?
We're Artisans! We make our products with our hands, and of course with the assistance of our tools and work shop equipment! All items are handmade individually by ourselves from unique handmade moulds (for this reason some products may differ ever so slightly in appearance; we're all unique, and so are our products). We work with a high strength casting plaster, the finest resin, and a soy wax blend for our candles. Any other questions regarding a product; just ping us an email and we'll be happy to help.
Shipping FAQs
Find information regarding Shipping, Customs Fees & Couriers
Do you ship worldwide?
Yes we ship worldwide. At checkout your courier options will be presented.
Should no courier options present at checkout we are unable to deliver to your shipping destination at this present time.
UK Shipping
Our products are handmade, therefore they have a 'Production Time' prior to their 'Shipping Time'. Each product listing states how long it takes to be made by our Artisans.
COURIERS for UK Standard Delivery are Royal Mail & DHL UK:
DHL UK Delivery: Our DHL Delivery service endeavours to deliver within 1-2 working days (dependent on the recipients postcode, non-mainland UK can take longer). DHL advise they endeavour to deliver within 1-2 working days (from dispatch of order) however this is not guaranteed by DHL, this is their timeframe that they work hard to deliver to. Should issues beyond their control incur in their courier network they will deliver as soon as possible.
DHL delivery does not take place on a Saturday, Sunday or Public/Bank Holidays. Not all postcodes are serviced with the DHL Next Day Delivery option, should your postcode fall in to this category we will contact you to offer an alternative shipping method.
ROYAL MAIL UK Delivery: We offer 3 Royal Mail services; Royal Mail Large Letter (for Gift Vouchers and Greetings Cards only), Royal Mail 24 and Royal Mail 48. The shipping time follows on from the production time.
Royal Mail 24 Service will endeavour to deliver on the next working day after the order has been dispatched (working days do NOT include weekends or Bank Holidays) however this CANNOT be guaranteed by Royal Mail. This is their estimated delivery timeframe only.
Royal Mail 48 Service will endeavour to deliver within 2 working days from dispatch however this CANNOT be guaranteed by Royal Mail. This is their estimated delivery timeframe only.
The Blackened Teeth is not liable should Royal Mail not deliver within these timeframes and Royal Mail will not provide any means of compensation for delivery outside of this timeframe, due to the timeframe being only a guide that they aim to work to.
Royal Mail Guaranteed Delivery/Special Delivery is a guaranteed service that your parcel will arrive on a certain day by a certain time as chosen by us/you. We do not offer this shipping option as standard however for time-urgent orders we can upgrade your shipping to this service for an extra fee. Should you need to use this service please email us with the title 'Special Delivery' to: contact@theblackenedteeth.com
The checkout page will present you with all courier options that are available for your order, if a particular courier option is not present it means that your order is too large or heavy to be sent by a certain courier (i.e. Royal Mail has a weight limit and the order will be forced to DHL UK).
North America Shipping (USA, Canada, mexico)
North America Delivery Couriers are Royal Mail/USPS, DHL & UPS:Delivery for the USA, Canada and Mexico.
Delivery may take 3-10 working days depending on the courier chosen by the buyer at checkout. Each available courier is presented at checkout with the estimated delivery time. The delivery timeframes are an ESTIMATE, they are not guaranteed delivery times. Our courier partners will endeavour to deliver within these timeframes. Deliveries may require Custom Fees/Import Duties to be paid upon entry into your country, should you have any questions regarding this you can email us prior to order placement: contact@theblackenedteeth.com
EU/Europe Shipping
European Union Delivery Couriers are Royal Mail, DHL & UPS: For countries inside the European Union. There are 2 options with DHL & UPS; 'Delivered Duties Paid' and 'Duties Unpaid' (see below for more information regarding 'Delivered Duties Paid' options). Delivery can take 2-10 working days depending on the courier chosen by the buyer at checkout. Each available courier is presented at checkout with the estimated delivery time. The delivery timeframes are an ESTIMATE, they are not guaranteed delivery times. Our courier partners will endeavour to deliver within these timeframes.
Australia Shipping
Australia Delivery Delivery Couriers are Royal Mail, DHL & UPS:
Delivery may take up to 10-15 working days depending on the courier chosen by the buyer at checkout. Deliveries may require Custom Fees/Import Duties to be paid upon entry into your country, should you have any questions regarding this you can email us prior to order placement: contact@theblackenedteeth.com
Rest of The World Shipping
Rest of World Delivery Courier are Royal Mail, DHL & UPS:
For all countries outside the European Union, Australia & North America. Delivery may take up to 10-15 working days depending on the courier chosen by the buyer at checkout. Deliveries may require Custom Fees/Import Duties to be paid upon entry into your country, should you have any questions regarding this you can email us prior to order placement: contact@theblackenedteeth.com
Customs Fees / Delivered Duties Paid
Customs and Import Taxes for International Shipments & Ireland:
Buyers are responsible for any customs fees and import taxes that may apply when the parcel is received into their country. Information regarding payable fees will be sent directly by the courier to you; using the contact information provided on your order with us. We are not responsible for delays due to the customs process.
In the case of a delivery being unsuccessful (due to fees being unpaid by customer, or the courier attempting several deliveries to no avail) the customer is responsible for the original shipping charges, any import fees that are incurred, and the cost of returning the package to us at The Blackened Teeth. The fee amounts will be deducted from your order refund. If the return fee exceeds the amount of the order plus shipping costs, the package will be abandoned and you will not be able to be refunded for the order.
Customs/Import taxes and EU Delivered Duties Paid Option:
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs or customs fees not being paid for by the purchaser.
Delivered Duties Paid: Prior to 1st January 2021, businesses could move goods freely between EU member states; the impact of Brexit now means that fees are involved with the exporting of goods from the UK in to the EU.
After evaluating the fees involved (for our European customers) we are happy to be able to introduce a new shipping service for the EU - Delivered Duties Paid by DHL or UPS.
What does 'Duties Paid' mean?
At Checkout you will now see two options for delivery into the EU. DHL Economy Select or DHL Economy Select Delivered Duties Paid. If you select the delivered duties paid option this means that the shipping price you see at checkout will be the only chargeyou will have - The Blackened Teeth will settle all fees prior to your parcel arriving; you'll encounter no additional charges.
If you select the DHL Economy Select option and do not wish to pay for the 'Duties Paid' service, DHL will email you for collection of the applicable fees upon arrival in to your country. Please be sure to check you're selecting the correct shipping method; we can't change your order to a 'Duties Paid' service if you have selected a normal method (that will incur fees upon arrival).
Our EU Free Shipping option (for orders €125.00 and over) is NOT delivered duties paid.
My order has been marked as delivered but I haven’t received it
We use Tracked services, so if you haven’t received your order despite it being marked as delivered, then please check the tracking information as to where it was delivered. Sometimes in the event the courier cannot deliver to your address, they will deliver to a neighbour, or place parcels in a safe place (you can input this into the preference settings with the courier). If this is not the case then please contact us via email.
Returns FAQs
Find information about returns
How do I return an item?
Items can be returned providing they are in their original condition and with original packaging, within 28 days of receiving your order. Your return will not be accepted if it arrives at our workshop later than this. Customers are liable for any return shipping costs. Please include your original packing note or a printed copy of your order confirmation email in with the parcel.
Returned items will be checked upon their return and must be in a resalable condition in order for the refund or exchange to be applied. For this reason we ask that you take great care when packaging the items for return, should the items be damaged in transit back to us we will not be able to raise a refund or exchange the items. Should you not have the original packaging that the order was sent in please use other appropriate protective packaging. We strongly advise that you ship returning parcels using a tracked courier service.
I would like to exchange an item for something else
Should you wish to return an item and exchange for a different item the returning item must be received back to us within 14 days of receipt. The returned item must be in original condition in order for re-sale. If packaging is removed or tampered with we will not be able to exchange. Should the original item cost be greater than the new (requested) item cost you will be liable to pay the difference. The buyer is responsible for paying for the returning of the goods to The Blackened Teeth. The buyer is advised to send the return package using a tracked/signed for courier service; The Blackened Teeth are not liable for the returned parcel should it be lost or damaged in transit (package all items up well). The buyer will be sent an invoice for the shipping of the new item; the shipment will be sent upon receipt of payment.
We will aim to process your return within 5 working days of receipt. You will receive an e-mail to confirm your return has been processed and your exchange shipped. The length of time for the new product to be dispatched will depend on what item it is, and how long this takes for us to hand-make.
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
My order has been damaged in transit
If any of your goods are received damaged, please accept our sincere apologies. We take great care and time to package our products. We will raise a claim with the courier for this negligence and will require photographs of the damage to the shipping box and damaged goods to be sent to us to raise the courier claim. Please email contact@theblackenedteeth.com with your order number and the photographs and we will be happy to assist.
I have received a faulty item
If you receive a faulty item, please accept our sincere apologies for any inconvenience it may cause. Please inform us within 14 days from receipt of the faulty item of its unsuitability, attaching photographs to the email.
We will refund or exchange any faulty items within 30 days from the date you receive it.
I have received an incorrect item
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please email us, providing photographs of the goods and of the packing slip and we will then advise on how to proceed. Please inform us within 14 days from receipt of the incorrect item that the item is not correct. We will refund or exchange any incorrect items within 30 days from the date you receive it. We will provide you with a pre-paid postage return label to send back the incorrect goods.
Contact Customer Service
Email: contact@theblackenedteeth.com
All email enquiries will be responded to within 2 working days. Please note our opening hours below.
Our workshop opening hours are:
Mon-Fri: 8am-4pm
Sat-Sun: Closed
Bank Holidays: Closed
Other FAQs
Need help with something else? Check out the below
Gift Vouchers
We offer two types of Gift Vouchers; a digital gift voucher and a physical gift voucher.
The Digital Gift Voucher is delivered straight to your inbox, you can print it out at home or send the email onwards to gift.
The Physical Gift Voucher we post out to you. This voucher has a unique code for the gifting amount, presents the gifting amount in £ sterling, and has space for you to write a gift message on the voucher.
Sold Out Products + Restocks
Should a product that you are wanting to purchase be sold out please sign up to the 'Back In Stock' notification email. This button is present on the product listing of each item should it be sold out.
When the item is back in stock our website will send you an email notification.
Limited edition products
We release 'Limited Edition' products and these will not be restocked due to their limited nature. To keep up to date with our latest product releases just sign up to our Mailing List on the website home page.
Official Stockist List
Careers
To find out about the latest positions we have click here
Wholesale
We wholesale our collections to carefully selected stores worldwide.
To find out more about becoming a wholesale stockist of The Blackened Teeth click here
Candle Information
What safety measures should I take when burning The Blackened Teeth's candles?
It is vital that you follow these safety tips when lighting your candle:
- Never leave your candle burning unattended; you've now committed to watching this flame.
- Keep your candle out of the reach of children and pets.
- Never burn your candle on or near anything that might catch fire (curtains, furniture etc)
- Be sure your candle is placed on a stable heat-resistant surface. Most of our candles require you to place them on a heat-resistant dish with a lip. The shapes of our candles mean that wax dripping may occur.
- Keep burning candles away from any drafts; a dancing flame may look funky, but it won't contribute to an even, central burn for your candle.
- Don’t burn your candle all the way down - it's sad; but know when to say goodbye (1.5cm of wax left means it's goodbye time)
- Never touch or move a burning candle when the wax is liquid.
- Place burning candles at least 10cm apart from one another (its nice to have them clustered with a ritualistic vibe going on, but safety first)
- Use a snuffer to avoid hot wax splattering, and never use water to put out the flame.
- Trim your wick before burning. Wicks are best trimmed when they have been extinguished, ready for when you next lift. A cared for wick will give you a good flame.
I have a ‘Frosted’ effect on my candles
If you've ever seen a white-ish color coating on chocolate, then you have a good idea of what frosting looks like in soy wax. It is a natural byproduct of a natural wax and in no way affects the burn ability or fragrance of a candle. It is caused by tiny crystal growth that form on the top and sides of the wax. We can limit frosting taking place by making your candles well; using our knowledge of the materials we work with. But frosting can still happen after production and its namely down to how they're stored/displayed.
Frosting can be more frequent on darker candles (your reds, your blacks) and the way you care for them can help limit this.
To limit frosting, keep your candles out of direct sunlight, in a room with ambient temperature is perfect. Try to not store on windowsills (lit or unlit).
Do I really need to trim the wick?
You need to trim the wick to get a good life out of your candle and for it to be safe. If your flame is large you need to extinguish your candle and trim your wick. This is really important. A huge flame may look pretty cool but it isn't safe to let it grow. Wicks NEED to be trimmed when they've been extinguished, not upon lighting. Trimming a cold wick can affect the longevity of your candle - cold black wicks are brittle things so it could break off entirely and leave you with no wick to light. That'd be sad. Allow the wax to reset before igniting again.
Is there anything I need to do after I've extinguished my TBT candle?
We're glad you asked! Firstly, don't leave a candle alone when you've just extinguished it. Secondly, there's some quick aftercare that can improve the burn and longevity of your candle. Pillar candles require a little 'hugging' before the wax has fully reset. Hugging back in the top edges of your candle gently with your hands will allow it to hold its form well and stay central (not have a flared top). Pushing the outer top edge in toward the wick will allow these edges to melt a little on next burn and contribute to good wax consumption. Be sure to not hug in too much; we still need to ensure adequate oxygen flow to your flame (and not create a chimney)
Jar Candles
Jar candles need to be cared for too. The vessel (jar) is your candles 'walls' and you need to take measures in order to make sure your jar is being looked after.
Your jar candles come with 'Candle Care' instructions, please read them before committing to your burn session. We recommend you commit to around a 4 hour burn for your very first burn. As always, you've now committed to watching this candle burn. If you spot any signs that your wick is fooling around (large flame, excessively smoking, dancing a lot) then you need to extinguish the flame, trim the wick (rule out drafts) and re-light your candle before the wax melt pool sets. The first burn is a really important time for your jar candle; wax has a memory and the memory is defined predominately by its first burn.
Short burning sessions can lead to your jar candle tunnelling, which will lead to a shorter candle life. To prevent tunnelling, stick to minimum 3 hour burns after your first burn - our candles have been undergone vigorous testing and these timings will give your jar candle a full and good life.
After Burn: Use a candle snuffer to extinguish flame (this is the safest method). Trim your wick to 0.5cm before it gets cold. Allow the wax melt pool to fully reset/cool before relighting or before placing the lid on. Cease using the candle when there is only 1.5cm of wax left. If you wish to repurpose your jar; gently use a spoon to remove any wax left (don't use something sharp, that could end horribly)
Lamp Information
Declaration of Conformity (DoC)
EC DoC’s are available upon request for all (luminaries) products that we produce. DoC’s are internally audited to ensure information is updated to remain accurate and are supported by relevant documentation from suppliers, independent test certificates and The Blackened Teeth’s own internal testing process. All EC DoC’s form part of our technical files which underpin our CE mark (as per the EU directive) and UKCA mark.
