Ordering

I already have an account – how can I place an order? If you already have an account with Heaven Scent, your details should already be uploaded to the website. An email should have been sent to you with your login details. If you haven't received one, please contact our friendly sales team on 01225 868788 and you will then be able to place your order. If your account is proforma-based, we will send you a sales order for pre-payment – depending on the lead time, we may ask for payment straight away or when we are ready to work on your order.

What is the minimum order quantity? If you require your own bespoke label design, we require a minimum order of £300 before VAT. For all other products, the minimum order is £100 before VAT. Goods on non-sample orders are to be ordered in multiples of 6s per product, per aroma (e.g. 6 x Lavender 9cl candles, 12 x Relaxing hand creams). 

What is the lead time? Our lead time on bespoke labelled products varies depending on the time of year but is typically 4–8 weeks. Please expect the busy run-up to Christmas to have longer than usual lead times. We process orders in date order from the day that you place your actual order. Please note that our given lead times are estimates and can sometimes shift.

If you need some stock to fill gaps on your shelves while you wait for your bespoke order, we have created the Heaven Scent Collections. These beautiful products are branded with Heaven Scent labels and boxes and are typically available within 2 weeks of ordering.

Delivery

How much are carriage costs? Carriage is free for mainland England, Wales and most parts of mainland Scotland for orders over £350 before VAT. Orders sent further afield and across water are subject to carriage costs, local import taxes and duty if applicable. We always aim to find the most cost-effective and safest courier to transport your order. Orders below £350 net in England, Wales and most parts of Scotland will be subject to a cost of £8.95 per box. For full details, please visit our Shipping & Returns page.

Candles, Reed Diffusers & Body Products

Why do some of my candles look like they’ve come away from the side of the glass? This is known as pull-away and is perfectly normal. It happens purely due to the natural ingredients we use in our wax. When the candles and glass get cold, the wax will contract a tiny fraction away from the glass. The refraction of light on the glass surface can make it look as if there is a large void, but it is just a trick of the light. Once the room warms up, the candle will expand to fill the glass beautifully again.

This occurs in all high-quality natural candles, regardless of brand. Our wax blend is a 'live' product and naturally reacts to temperature variations. If this is something you would prefer not to see, we highly recommend ordering our black or white glass vessels. However, we hope the brilliant health and environmental benefits of using natural plant waxes, as opposed to paraffin wax, far outweigh this occasional visual characteristic.

Where are your products made? All our poured candles, reed diffusers, incense and soaps are proudly made by hand in our sustainable, solar-powered facility in the heart of Wiltshire. Our traditional pillar candles are currently made by our trusted partners in Malaysia.

How long do your candles burn for? You can find individual burn times clearly listed under the specifications of each candle style on our website.

Can I order samples? Yes, samples are available and are fully chargeable. For aroma samples, we usually send out our convenient Travel Tins at a price of £3.00 each plus carriage. All other sample requests are charged at the standard brochure price. Samples can be ordered singly rather than in packs of 6. Please email contact@heavenscent.co.uk to place your sample request.

How should I store candles? When planning your showroom or retail displays, ensure the positions are out of direct sunlight and safely away from extreme temperature fluctuations. If candles become too hot the wax can melt, and conversely, if they are subjected to freezing temperatures the wax may take on moisture.

Are your candles made with natural wax? Yes, we use an entirely natural, vegan-friendly plant wax blend (soy and coconut) for all candles poured in glass and wax melts. Our ingredients are kept as natural as possible with absolutely no parabens, sulphates or harsh chemicals, ensuring a beautifully clean burn with no sooty deposits.

Can I have printed glass for my candles? We work alongside a specialist third-party printer and are delighted to manage this setup for you. Please note that custom printing incurs extra charges and a minimum order quantity of at least 500 pieces per SKU. Proofs must be paid for and samples approved prior to printing. Please email contact@heavenscent.co.uk for further details.

Can I send in my own glass or other vessels to be turned into candles or reed diffusers? Absolutely. We gladly pour into client-provided vessels. They must be safe and fit for purpose: stable, completely watertight, heat-resistant and completely free from air bubbles or structural imperfections. We will require 2 physical samples of each vessel to test-wick them and accurately weigh the wax and oil for pricing. Minimum order quantities apply – please contact our team at contact@heavenscent.co.uk to discuss your project.

How long do the reed diffusers last? Our reed diffuser liquid is vegetable oil based. The 100ml size will beautifully scent your room for up to 6 months, depending on room temperature and evaporation rates. Because they are oil-based, they last significantly longer than alcohol-based alternatives which tend to evaporate quickly.

What's the difference between essential and fragrance oils? Essential oils contain only naturally sourced plant compounds. The fragrance oils we use are an expertly designed blend of high-quality natural and synthetic perfume components engineered for optimal hot-scent throw and stability.

Are your products vegan? All of our poured glass candles and reed diffusers are entirely vegan-friendly. Our lotions, washes and soaps are also vegan, while our nourishing lip balms contain natural country beeswax.

Are your boxes recycled? Our box board is fully FSC-certified or equivalent and completely recyclable. Our Green Botanical Range packaging is recycled.

What are your wicks made of? We use natural cotton wicks with a structural paper core.

Can I have printed boxes for my products? Yes, we work with a specialist packaging company and can coordinate this for you. Extra charges and specific order minimums apply.

Can I send in my own oil to be mixed into candles and reed diffusers? Yes, that is perfectly fine. To comply with legal requirements, our technical team will need a complete copy of the Safety Data Sheets with specific ingredient percentages (rather than broad bands), an allergens list and an IFRA statement conforming to IFRA 49 specifications. Our compliance team will then work out the data safety sheets, safe inclusion limits and final CLP conformity for your oils. Please reach out to contact@heavenscent.co.uk to begin the process.

Are your products tested on animals? Absolutely not. We never use ingredients that have been tested on animals.

Payment

How do I pay? You can make payments quickly securely by debit or credit card over the phone (01225 868788, Option 2 for Accounts), or via Bank Transfer to:
Heaven Scent Incense Ltd
Account Number: 66118662
Sort Code: 60-21-36
Please quote your Account Reference Code and Invoice/Sales Order number.

Can I change my payment terms? All initial and introductory orders are handled on a proforma basis. If you would like to establish a standard 30-day trade payment account with us down the line, we require two favourable trade references. Please email brandy.heavenscent@gmail and she'll send you the details to amend your payment terms.

Cancellations & Damages

How do I cancel my order? Please call or email our customer services team immediately at contact@heavenscent.co.uk or phone 01225 868766. Please note that if our workshop has already commenced production on your order (such as printing custom labels or hand-pouring your specific batches), a cancellation fee may apply.

How do I report a damaged or missing item? Please email our dedicated dispatch team at heavenscentincense@gmail.com or call our office within 72 hours of your delivery arriving so we can rectify it for you straight away.