FAQ's & Returns Policy

What wax are the candles made from?

We use vegetable soy wax, derived from soy beans. It is a natural, renewable energy source. It produces a cleaner burn which is carcinogen, pollutant and toxic free. As of this, it is better for your health and also for the environment and less likely to cause allergies. Soy wax is a carbon neutral product, meaning you can enjoy Lluceatt candles knowing it hasn’t had a negative impact on the environment.

Are your products suitable for vegans?

Lluceatt candles are made with soy wax and all other ingredients are cruelty free and not tested on animals. Where are Lluceatt products made? Every product is made by hand, including the majority of our moulds. These are poured in East London, United Kingdom.

Will you be doing giveaways?

We hope to do many giveaways as we reach milestones and to thank our supporters. We will also be looking for brand ambassadors.

Will your candles be scented in the future?

We are hoping to do this in the future whilst we source high-quality essential oils and premium grade fragrance oils.

What is your packaging like?

We try to reduce plastic as much as possible. We use papers for wrapping and recyclable, compostable boxes. Our filling is comprised of starch packing peanuts which can be dissolved in water. We do currently use sellotape and in the future will be aiming for paper tape.

Do you ship internationally?

Yes, please see Shipping & Delivery for further information

What if I’m not home and I miss my delivery?

As our items are tracked, your item if stated will be left in a safe place. Or a card will be left with details to rearrange delivery or collection from the sorting office.

My parcel is damaged, what do I do?

If your item has arrived damaged, please let us know as soon as possible. Please email us with a photo at info@lluceatt.com. We will try to arrange a replacement or refund dependent on preference. Please report all damages to us within 48 hours of delivery.

Do you do bulk orders or can our company stock your products?

Please email us info@lluceatt.com

RETURNS

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. We may discuss with you if you require an exchange, partial refund or full refund. To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You will also need your order number or proof of purchase.

To start a return, you can contact us at info@lluceatt.com.

Unfortunately, we don’t cover return postage costs and it is advisable you return this by a tracked service. If your return is accepted, we’ll send you further details as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at info@lluceatt.com.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. This needs to be within 48hours of delivery. Due to the delicate nature of our products, we do not accept returns if there is accidental damage not caused by us.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.