FAQ
Shipping
What are the shipping options?
- Royal mail 1st class
Approx delivery 1-3 working days from date of dispatch. No responsibility for lost items or not arriving in the time frame due to tracked 24 postage offered. NON REFUNDABLE.
- Royal mail 2nd class
Approx 3-5 working days from date of dispatch. No responsibility for lost items or not arriving in the time frame due to tracked 24 postage offered. NON REFUNDABLE.
- Royal mail tracked 24
Approx 1-3 days from date posted - fully tracked via email link. Refund/Replacement can be arranged if parcel does not arrive.
- Local Collection
If you would like to arrange a pick up for your order please message me via our instagram page (@kinnyco_) Ipswich collection
My order has not arrived?
If your order has not arrived by the latest delivery estimate some orders will be eligible for a refund or replacement. As per our shipping options 1st and 2nd class postage is not eligible for refunds or replacements as we have the tracked option available and it states to use that option if you are ordering quite a lot. We are a small business and as much as we can try to help once shipped it is out of our hands.
When will I receive my order?
Once you have received your email dispatch notification look above at our "What are the shipping options?" question to see our approximate delivery estimate.
When will my custom order be dispatched?
For any custom/personalised products please allow up to 5 working days for dispatch as per the listing states. We try to aim to get your orders out to you as quick as we can but we are a very small team, e.g me, so we try our hardest!
Jewellery
Is your jewellery waterproof?
Yes! Our jewellery is water and tarnish proof! We make our jewellery out of stainless steel so it will last a lifetime with you. Dry off your items after being in water and use the polishing cloth provided to keep them looking their best.
Can sensitive ears wear your earrings?
Yes they can! All of our jewellery is made from stainless steel which does not cause sensitive ears to flare up! Many customers had the same question and now swear by our earrings.
How is your jewellery inclusive and accessible?
We are very passionate about our shop catering to all needs. Please have a read of our dedicated page called Our key values within our menu to find out more.
What are your most popular items?
Our bestsellers so far are the Cordelia statement rings and our Arid earrings.
Home
What are your candles/wax melts made from?
Our candles and wax melts are made from high quality soy wax. We then get the best fragrance oils to create our scents! We are fully CLP and IFRA compliant as well so all fragrances are used to the correct percentage to be used safely in your home.
How do I use wax melts?
To use our wax melts you simply need to have a wax burner, which we sell called our Etta burner, and a tealight. You do not have to have our burner you can use one you already have! then simply snap off a piece of your snap bar and place it on top of your burner then light the tealight below. Within a few minutes the snap bar will begin to melt releasing the scent of your choice into your home! Once finished you can let cool and leave on your burner for another use or if the smell has gone wipe up your wax and pop in a new piece.
How do the refills work?
For your first purchase for a candle, Room spray or Reed diffuser you get the glassware included. Once you have run out of that item you can go to our refill section and buy a liquid refill for the diffusers and room sprays and just pour it into your glassware or a Candle refill that just slots into your candle glass. Its that easy!
Why choose refillable?
Refillable home fragrance is sustainable for the planet and also your bank balance! We strive ourselves on being affordable so anyone can enjoy our handmade items and that includes our Refillable range! For our candles, reed diffusers and our room sprays you only have to buy the glassware once and then you can have endless refills for way less than the first purchase! Our candles and reed diffusers have been designed with a non scent label so you can swap scents whenever you would like! Our room sprays have the scents on the label but you can also just choose to refill with a different scent!
What is the white vapour coming off my Wax melts?
The white vapour looks like smoke but I can assure you it is not! It is actually the fragrance oil evaporating and releasing into the air! You can see it more with certain scents but it is nothing to worry about.
Returns and Refunds
What is your return policy?
We have a seperate page on our menu for our policies and returns and you can find all the information there!
Can I return a custom item?
Unfortunately due to the nature of our custom/personalised orders they are non refundable. Our personalised items are made specially for your order so cannot go back into our stock.