(For information regarding Candles please see the designated page 'Candle Safety Information')
How are your products made?
All items are handmade individually by ourselves from unique handmade moulds, so visible differences and imperfections can appear - we're all unique! Most of our products are made from either Soy wax or Plaster of Paris.
Can you make me a custom order?
Yes we can make custom items other than the items listed please contact us at: firstname.lastname@example.org to discuss your requirements.
Looking after your Skulls
Soy wax and plaster of paris are delicate mediums therefore care needs to be taken when handling our products. Our wax skulls should never be left on any furniture and should be placed on a heat resistant plate. Our plaster skulls have surface protectors or cork on the base which will protect your furniture. Plaster skulls can be wiped clean with a dusting cloth or a slightly damp cloth (never wet).
Once I’ve placed an order, can I change my shipping address?
Addresses can be changed up until your order is labelled. Our making process starts pretty quickly after receiving the order, so we can’t guarantee that we’ll be able to change this in time. But get in touch with us straight away if you’ve entered the wrong address and we will do our best to rectify this for you.
Please send emails to: email@example.com
I forgot to use a discount code. Can you apply it afterwards?
Unfortunately discount codes must be applied at the time of checkout, and we cannot refund you the difference if you forget to use it.
Can I use PayPal?
Yes we accept PayPal as a payment method.
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 firstname.lastname@example.org 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.
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. If this is not the case then please first contact the courier as they will in most instances only discuss deliveries with the receiver (i.e. you), not the sender (i.e. us).
How do I return an item?
We do not accept returns as all of our items are bespoke but in some cases we will offer an exchange. Please contact us at: email@example.com
Please be aware that in order to qualify for an exchange, items must be returned to us in an untampered state within 14 days from receipt of goods.
We strongly recommend using tracked services to return your items. We cannot refund/exchange items that never arrive back to us.
Any items returned damaged or used will NOT be accepted, and your refund/exchange/voucher code will be refused. Any such items we receive will be held at our our warehouse for 14 days to give you the opportunity to arrange a courier to collect them, after which point the items will be destroyed. We will not be responsible for financing the cost of returning these items back to you. Please ensure you email firstname.lastname@example.org to inform us of any collections. Failure to do so may result in the collection being refused.
Please DO NOT return any items after 30 days, unless advised to do so by one of our customer services agents. If we do receive a return more than 30 days old then we will hold the item(s) for up to 14 days to give you the opportunity to arrange a courier to collect it/them, after which point the item(s) will either be returned to stock or destroyed. We will not be responsible for financing the cost of returning these items back to you. Please ensure you email email@example.com to inform us of any collections. Failure to do so may result in the collection being refused.”
I’ve received a faulty item.
In the event you receive a faulty item, please contact firstname.lastname@example.org as soon as possible, including your order number, a description of the damaged item, and photographic evidence. Please also do not return any faulty items back to us unless advised to do so by a customer services agent.
I’ve received the wrong item.
In the event you receive the wrong item, please contact email@example.com as soon as possible, including your order number, the missing item, the item you received instead, and photographic evidence. We will normally ask you to return the incorrect item, but please follow whatever instructions you are given by our customer services agent in order to rectify the problem quickly and efficiently.
There’s something missing from my order.
In the event you receive your order with an item missing, please contact firstname.lastname@example.org as soon as possible, including your order number and the missing item.
Do I have to pay to return my order?
We only offer refunds on postage for items that are faulty or that have been sent out incorrectly. We would encourage you to only order items you do not plan on returning to reduce unnecessary emissions in transporting the item to and from us.
What happens once you receive my return?
Please allow up to 5 working days to process returns. Once we have received your return, if you have requested an exchange for which you are eligible, we will process this for you and you will receive a confirmation email. If you have requested an exchange for which you are NOT eligible (i.e. item was returned outside of 14 days, etc.) we will contact you to ask how you would like to proceed. In the event that you request an exchange and the item you have requested is out of stock, we will contact you to ask if there is an alternative item you would like.
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. 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.