Shipping & Returns

At Almasea, we always aim to provide you with your beautiful, hand poured products as quickly as possible. Customer service is as important to us as the quality of our products.

In the unlikely event that an issue arises, we aim to resolve it as quickly and effectively as possible.

Order fulfilment

Every scented product is handmade and poured in-house, therefore a period of 3-5 working days is required prior to your order being shipped. Where possible, your order may be fulfilled sooner than this advised period.

Shipping service

All orders are sent via Evri. Evri ‘aims for’ a door to door service within 72 hours, excluding Sundays, however please do note this is only an aim for time and approximately 3-5% of shipments can take longer.

Tracking

Whereas we do not offer a step-by-step tracked service, all orders are scanned to confirm their collection from our premises and to confirm a successful delivery or an attempted delivery. This includes a satellite map image highlighting where the parcel has arrived to.

Lost shipments

In order to conclude a parcel has been lost, a period of 7 working days from the shipped date must expire. In this event, please contact hello@almasea.co.uk and a member of our team will assist.

Returns

In the unlikely event that you are unhappy with a product you've received, we will be happy to refund the cost of that item, so long as the below measures are followed.

The item/s you wish to return must be:

Received within the last 30 days
Unopened and unused
In their original packaging and in perfect condition
Returned safely to us, without damage

This includes our wax melts: unopened wax melts, still sealed in their original packaging, can be returned within 30 days of delivery.

If one or more of the above criteria is not met, we will be unable to process a refund.

Please note, we cannot cover the cost of any return shipping charges, unless the item you received was damaged, faulty or incorrect. It is at the buyer's discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund.

Your refund

The total cost of the item/s returned to us will be refunded to the same account payment was made from, upon the item/s being returned safely to us. If the entire order is returned to us, the cost of outbound postage will also be refunded, where this has been charged.

Broken item/s

Once the shipment is processed, we rely on the courier to safely deliver your parcel. In the event that your parcel has arrived damaged and therefore deemed unusable, it will be replaced immediately, providing a photo of each damaged item is sent to hello@almasea.co.uk as soon as it is discovered.

If any item is out of stock, a full refund to the value of the broken item will be provided.

Damaged item/s

All of our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchasing. Occasionally, damaged items can be missed at the time of dispatch and as such, a replacement will be provided, as long as you are able to provide photo evidence of said damage.

In rare instances whereby a product has become faulty during use, it is essential that you have followed the care guide provided within your order. When resolving any issues relating to faults during use, we will require photographic evidence and may require further information to ensure a resolution is met. If the product has been misused and/or the relevant care card hasn't been followed, we are unable to provide a refund or replacement.

Opened wax melts

For hygiene and quality reasons, wax melts that have been opened or used cannot be returned, unless they arrived damaged or faulty.

All of our fragranced wax products contain natural wax, derived from plants and vegetables. Therefore, natural imperfections may be visible before or during use. This can include minor cracks (due to noticeable room temperature changes) or frosting/colour changes (a natural occurrence in soy wax). None of the aforementioned surface imperfections will negatively affect the performance of the product and therefore are not criteria fitting of damage or faults.

Please ensure you follow all of the product usage guidance provided within your order, to achieve the best performance from your products.

To get in touch and to ask any questions, please see our Contact Us page.