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Frequently Asked Questions - Kind Melts UK
Welcome to the Kind Melts FAQ section.
Here you'll find answers to our most frequently asked questions about our wax melts, candles, skincare products, and more.
We've organized these FAQs by category to help you quickly find the information you need.
General FAQ's
About Kind Melts
Kind Melts is a home fragrance and natural skincare brand based in Wiltshire, UK. Kind Melts was founded in 2020 by Natalie, born from a love of home fragrance, natural skincare and a deep respect for our planet.
We're passionate about creating luxurious and beautifully fragranced products that enhance your everyday life whilst being kinder to the planet.
Kind Melts is dedicated to being as environmentally conscious and sustainable as possible, using sustainable packaging, providing refills for our most popular products and using eco conscious ingredients.
We believe in the power of scent to evoke emotions and transform a space, and that's why we're dedicated to creating products that make you and your home feel fabulous
To learn more about our commitment to being an eco conscious brand you can view our environmental policy here.
Kind Melts and Phthalates
As you may be aware, at Kind Melts we're committed to providing a kinder option of home fragrance and natural skincare. As well as using sustainable ingredients. We're proud to use phthalate-free fragrances in our wax melts and candles, so you can enjoy our beautiful home fragrance and skincare products without worry.
* Diethyl Phthalate is currently deemed safe in small quantities in fragranced products, we personally prefer not to use any phthalates in our products.
Ordering and Shipping FAQ's
Are all items in stock? There may be rare occasions when we cannot fulfil your order request. If a product is out of stock there is an option to recieve email notification when it is restocked. If for any reason we cannot fulfil an order once it has been accepted, we will offer you a later delivery date, an alternative or full refund. How do I place an order? You can place an order online through our website. Simply browse our products, add them to your basket, and proceed to checkout. We also attend events throughout the year in which you can visit to view the products and say hello. A list of events coming up is available to view on the events page. Do I need an account to order?No, you can checkout as a guest. Creating an account allows you to save your details for faster future orders, you can track your order history and also create a wishlist. Can I cancel or change my order? Please contact us as soon as possible if you need to change or cancel your order. We will do our best but we may not be able to make changes once your order has been processed for shipping. I haven't had my order confirmation, what do I do? After orders are placed, the system will automatically send you an email with your confirmation and order details. If you do not receive this then please check your spam mail box. Occasionally customers have provided the incorrect email details in this case, contact us and we will amend your email and send out confirmation. How long does delivery take? We aim to dispatch all orders within 2 working days. At busier times this can occasionally be longer, but generally you should receive your order within 1 week. Do you offer next day delivery?If you cannot wait to receive your products and would like express delivery please get in touch and we will do our very best to get your order to you as soon as possible. Additional charges will apply for express shipping. I put my address in wrong what can I do? While we cannot accept responsibility for delivery to an incorrect address provided by the customer after shipping, we will attempt to assist where possible. Please contact us as soon as possible with the correct details and we will do our best to resolve the issue. I live / work locally, can I collect my order? Yes of course, we are based in Wiltshire SN2. We are more than happy to save you postage costs if you are able to collect. Simply select collection at the checkout, when you receive your collection ready email get in touch to arrange a mutually convenient time to collect. How do I personalise a gift package? Kind Melts offer a free personalised card with gift purchases on orders over £7.50. If you require a personalised card simply leave your request in the box of the product page or notes section at the checkout. Please double check any spelling of names as this will be copied as received, Any mistakes cannot be rectified after confirmation of your order. We reserve the right to refuse the personalisation request.
Returns and Refunds FAQ's
What is your returns policy? For any products, simply contact us to arrange to return. Products must be unused with its included accessories and in original packaging along with proof of purchase within 30 days of the date you receive the product. We will exchange it or offer a refund based upon the original payment method. In addition, please note the following: There are certain situations where refunds are unable to be granted - Any item not in its original condition is damaged or missing parts for reasons not due to our error - Any item that is returned more than 30 days after delivery For the full refund policy please see Terms and Conditions. What items are eligible for return? To be eligible for a return, items must be unused, in their original packaging, and with all included accessories. Certain items may be excluded from our return policy due to hygiene reasons such as skincare and bath products. Who pays for return shipping? Unless the return is due to a defective or damaged item, you will be responsible for the cost of return shipping. How long does it take to receive a refund? Once we receive your returned item and verify its condition, we will process your refund. Refunds will be issued to the original payment method used for the purchase.
What social media channels can I find Kind Melts on?
Kind Melts is all over social media keeping our customers up to date with what's happening and new additions.
You can find us @kindmelts on Facebook / Instagram / Pinterest / Tik Tok / Threads.
How do I receive your latest offers or discounts?
To receive our latest news, offers and discounts you can sign up to our site and check the box to receive email newsletters. Alternatively you can subscribe via the link at the footer of the website pages.