Here are some of our most frequently asked questions about our products.
Orders
When you see “On Backorder” on some of our products, it means that while the item is temporarily out of stock, we’re actively restocking it just for you. Since we’re a new company that doesn’t rely on dropshipping, we personally order and inspect each product before it arrives at your door. This might occasionally add a short delay of 1-2 working days to your order. As we grow, we’ll get a better idea of which products you love and aim to keep more of them in stock, so you can receive your favorites even faster!
For most orders, we aim to dispatch your items within 2 working days of your order confirmation. After dispatch, we primarily use Royal Mail Tracked 24 and Royal Mail Tracked 48 services:
- Royal Mail Tracked 24: Expected delivery within 1-2 working days, including Saturdays.
- Royal Mail Tracked 48: Expected delivery within 2-3 working days.
Please note that delivery times may vary slightly, particularly during peak periods or due to unforeseen delays with Royal Mail. If your order hasn’t arrived by the expected date (order date + 2 working days for dispatch + delivery timeframe + 2 extra working days), we will refund your delivery fee.
We’ll keep you updated on the status of your order, and if you have any questions, feel free to reach out to us!
Once an order has been confirmed, we begin processing it quickly to ensure fast delivery. However, if you need to make changes or cancel, please contact us as soon as possible. We will do our best to accommodate any changes before dispatch, but once the order is on its way, we won’t be able to modify or cancel it.
We’re sorry if something’s not right! If you receive a damaged or incorrect item, please contact us at customersupport@vitaleux.co.uk within 48 hours of receiving your order. We’ll arrange for a replacement or refund and ensure the issue is resolved.
Currently, we do not offer gift wrapping or personalized packaging, but we hope to introduce this option in the future. However, you can add a special note in your order, and we’ll make sure it’s packaged with extra care! We also offer Gift Bags in our store, which you can add to your order for a ready-to-gift option.
If you’ve noticed an error in your shipping address, please get in touch with us as soon as possible. If your order hasn’t been dispatched yet, we can make the necessary changes.
Wax
Our wax drops are crafted from 100% EcoSoya® wax, a natural, biodegradable soy wax made without any stabilizers or harmful additives. To enhance the sensory experience, we add only premium fragrance oils and color to create beautifully scented and vibrant wax drops. They’re vegan-friendly, cruelty-free, and designed for a clean, safe burn that fills your space with delightful aromas.
Yes, it’s safe to be around our wax melts while they’re burning. At Vitaleux, we only use 100% EcoSoya® wax, which is made from natural soybeans and free from stabilizers and harmful chemicals. EcoSoya® wax is clean-burning, non-toxic, and biodegradable, making it a safer option for you, your family, and pets. As with any candle or wax melt, we recommend burning them in a well-ventilated space and following standard candle safety guidelines.
To use our wax drops, simply place a few drops into your wax burner and light a tea light underneath. The wax will melt and release the fragrance into the air. Always follow the manufacturer’s instructions on your burner, and never leave a lit burner unattended.
Absolutely! Our wax drops are designed to be versatile, so feel free to experiment with combining different scents to create your own unique fragrance blend.
We recommend placing your wax melts and drops in areas that are out of reach of pets, as some fragrances may be too strong or irritate their sensitive noses. Always use your wax products responsibly and in well-ventilated areas.
Eco Friendly
Yes, all our wax melts, drops, and hand crafted products are made using sustainable materials. We exclusively use 100% EcoSoya wax, which is natural, biodegradable, and free from harmful chemicals. We’re committed to minimizing our environmental impact at every step of our production process.
Yes! All our products are vegan, cruelty-free, and made without animal-derived ingredients or testing. You can enjoy our fragrances knowing that no animals were harmed in the making of your product.
EcoSoya wax is a premium, natural soy wax that’s biodegradable, non-toxic, and free from artificial stabilizers. We choose EcoSoya for its clean burn, long-lasting fragrance, and its eco-friendly properties, ensuring a safer, greener product for you and the planet.
Yes, we’re working to reduce our environmental footprint by using recyclable and eco-friendly packaging materials wherever possible. We strive to minimize plastic usage and ensure that all our packaging is as sustainable as we can make it.
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