FAQs - Pott Customer Service | Pott Candles

FAQs

All our products are handmade in the UK. This includes our Potts which are all handmade and our candles and diffusers, which are hand-poured in the UK.
Our candles are a little bit different from normal candles.
The refills need to settle into their new home, so we always suggest burning them for an initial time of 4 hours, or until the wax starts to melt evenly around the edge of the Pott.
Once this process has happened, you can blow it out, and it will burn down evenly!
Because our Potts are all handmade by different artisan potters around the UK, they can vary ever so slightly in shade.
We think this is what makes them special, but if you're unhappy with your order, then please contact us and we will do our best to find a better match for you.
All our Potts are handmade so sizes will vary slightly:
Petite: w 5.8cm x h 6.6cm
Standard: w 7.5cm x h 8cm
Grand: w 14cm x h 6.5cm
Diffuser: w 6.9cm x 10.8cm
See our Candle Size Infographic
All our candles are made with natural rapeseed & coconut wax. We have two candles (Lavandula and Eucalyptus), which are made from 100% natural essential oils and all other candles are made from a blend of natural essential oils and fragrance oils.

Yes! For our candles, we use natural rapeseed & coconut wax, with 100% natural essential oils and sustainable fragrance oils. Our diffusers are also vegan!
We use a natural rapeseed & coconut wax - it's lovely!
On each candle/refill page, there is a link to CLP and safety information. The information will also be on your candle refill when it arrives in the post.
Please don't do this! This poses a fire risk, so best to be safe and only use our refills with our Potts.
Our Grand refills have a burn time of 70 hours, our Standard of 60 hours and Petite of 20 hours. Make sure you follow our candle-care tips, to ensure you get the full burn time.

Click the link here to create an account with us.
Once you've created your account, you can view your past and present orders, as well as manage your subscription.
We know it happens! No problem, just click 'forgotten my password' on the link here and you'll be sent an email to reset it.
You can access your subscription using the link to manage your subscription here
Just use the email associated with your Pott account to login and you'll be sent a 4 digit code via email to enter the portal.
If you haven't got an account with us, you can create one here.
You can easily pause your subscription on the subscription portal by logging in here
If you still need help, then please email us and we can pause it for you.

You can easily cancel your subscription on the portal. Just follow these easy steps:
1. Log in to the portal here
2. Once you've logged in, click manage my subscription on the right-hand side of the page and scroll down until you see a link to cancel.
If you still need help, then please email us and we can cancel it for you.
You can easily change your scent by portal by logging into the subscription portal here
Press "Save Changes" to ensure your changes are saved.
If you still need help then please email us and we can ammend it for you.
Our warehouse team works hard to dispatch all orders as soon as they can, so unfortunately, we are unable to make any changes to your order once it has been placed.

Yes, we ship our products to the EEA, USA and Canada.
If you are in doubt please contact us via live chat (in the bottom right corner) or email hello@pottcandles.com
We aim to dispatch all products within 4 working days. During busy periods this may increase but we will notify you of this before purchase.
We also offer next working day delivery with our Express shipping option. You can find out more information about our shipping policies on our shipping and returns page.
For EEA orders items will be delivered between 3-17 business days.
USA & Canada Shipping: Postage and packaging fee is £30.

We are currently offer shipping to the UK, Ireland, EEA and USA.
UK Standard shipping (Royal Mail): £4.50
UK Express postage and packaging fee is £8.50.
You will be notified of all your tracking info so you have access to this.

Pott Perks is our loyalty scheme which allows you to collect points on every purchase.
To access your Pott perks, visit our homepage and click on the widget that comes up on the left-hand side of the screen. From here, you can log in with the details you used to create your order, and your Pott points will be visible.

To redeem your Pott perks, visit our homepage and click on the widget that comes up on the left-hand side of the screen. From here, you can log in with your account details and you'll see your points with the option to redeem them.
You can choose how many points you want to convert into a discount code. Then when you're ready to place another order, just enter the code at checkout.

Your satisfaction is very important to us. If you have any questions or spot an issue with your product, please do not hesitate to contact us and we will do our best to help.
We will accept the return of an unused product within 14 days of purchase.

Please contact us in the first instance and we will provide you with the returns address.
Once we receive the returned item, we will process a full refund (excluding shipping). Please allow 1-2 weeks for your refund to be processed.
Returned items must be delivered to us unused and in their original packaging and condition. If not, they may not be eligible for refund, or will be subject to a restocking fee, at 50% of the original price.
Sale (excluding launch day) and seconds items/sample sales are not eligible for refunds.

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