Frequently Asked Questions
Placing Your Order
Why can I not complete my checkout?
It is with deep regret that we temporarily experienced a known error with some payments on our website ‘Session Timeout’. We have now resolved this with our payment provider, we do apologise for any inconvenience this may have caused you. If you are unable to place an order for any reason, please do not hesitate to contact a member of our Sales Team by telephone or email and they will be delighted to process your order for you and where necessary, take payment through an alternate method such as WorldPay, PayPal Request or BACs.
Can I amend my order once placed?
Due to the current volume of orders we are receiving during this peak time, sadly we are unable to uphold any requests to amend an order after the order has been placed and confirmed by email.
Why is my order delivery taking longer than usual?
Outside of our peak times, we were able to dispatch and deliver our customer orders, quicker than promised. However, during our current peak time, sadly we have not been able to do this as regularly as we would like, due to the increasing volume of customer orders. However, please rest assured your order should reach you within the shipping timeframe stated on your order confirmation. If this timeframe has passed, please do not hesitate to contact our Customer Service Team who will be delighted to track this for you swiftly.
Where is my order and dispatch information?
Have you received an email from us, confirming its dispatch? If not, please do check your SPAM/Junk folder for this. This email will contain tracking information where available. Has the timeframe for your shipping service expired? Please ensure you allow the timeframe specified plus current despatch times, as your order should reach you within that time. For example, the Next Working Day after the dispatch email was sent (for Next Day delivery) or five working days (Monday-Friday) after the email was sent (for Standard delivery). If this timeframe has passed, please do not hesitate to contact our Customer Service Team by phone or email and they will be delighted to resolve this swiftly. Did you place your order before 12pm? If not, your order will be dispatched the next working day if placed on a Next Day service or within four working days (at most), if the Standard five working day service is selected.
What is my confirmation tracking number?
Have you received an email from us, confirming its dispatch? If not, please do check your SPAM/Junk folder for this. This email will contain tracking information where available.
Can you send me batch numbers for your products as I use them for cosmetics?
Currently, sadly we do not hold this information. However, we are working towards implementing this into our processes in the near future.
Can I return my products?
Certainly, click here for our Returns information. Simply contact a member of our Customer Service Team by phone or email and they will be delighted to send you all of the information required, including the returns address and unique Returns Number.
I am not happy with the product
I am not happy with the product I received, can I have my money back?
We are so sorry if you are not completely satisfied with a product, this is far from our intention and we always want our customers to love our products as much as we do. If it is not performing as you hoped, please do not hesitate to contact our Customer Service Team with as much information about the issue as possible, including photographs wherever possible and they will be delighted to troubleshoot this with you and resolve the matter to your satisfaction. If you have just changed your mind, please just let us know and we shall provide all of the returns information required. Please click here for our Returns Policy.
Goods are damaged or broken
My goods are damaged or broken, what can I do?
Whilst we do all we can to reduce the risk of loss or damage in transit, sadly this is a reality of the dispatch and delivery service. We are so sorry if this has happened to you, but please rest assured we will put this right straight away. Please may we ask you to email our Customer Service Team with a photograph(s) of the damage to the item(s) and packaging and we will be delighted to either send a replacement or issue a refund for any damaged or missing item(s).
Do you offer wholesale discounts? How do I qualify?
We certainly do, click here for our Wholesale Trade Customer page.
Something is wrong with my product / Has the product changed recently?
To ensure the continued supply of products during these busy times, we are occasionally required to temporarily change supplier. We are so sorry if you are not completely satisfied with a product, this is far from our intention and we always want our customers to love our products as much as we do. If it is not performing as you hoped, please do not hesitate to contact our Customer Service Team with as much information about the issue as possible, including photographs wherever possible and they will be delighted to troubleshoot this with you and resolve the matter to your satisfaction.
Is your packaging environmentally friendly?
We at Cosy Owl are always looking into alternative packaging that not only benefits the environment but protects our customer’s order. We are reducing our use of plastics wherever possible whilst not compromising the safety of goods. We aim to be 98% plastic-free by the end of 2021.
Pet Relevant Questions
Are all of your fragrance oils pet friendly?
No Fragrance Oils should be ingested or applied to any pets skin. To our understanding, there are no current regulations specifically for burning candles around pets, however our Fragrance Oils meet all IFRA standards and regulations. Some Fragrance Oils do use essential oils as raw materials, so we recommend our customers check the SDS to see which materials are highlighted as hazardous.
Decorating Candle Relevant Questions
Can you use glitter in candles?
No, we do not advise this. Unless it’s a decorative candle only. Do not light a candle using glitter – this is a fire hazard and toxic fumes are released from burning any glitter.
Can you use dried petals in candles?
No, we do not advise this. Unless it’s a decorative candle only. Do not light a candle using dried petals – this is a fire hazard and can be dangerous.
If you have any questions about the safety elements behind decorative candle making, please contact your local trading standards office.