FAQ

Welcome! Here you'll find answers to the most common questions about our products, orders and policies. If you still need help, don't hesitate to reach out via instagram or by using our contact page. We're always happy to assist. 

Orders & Personalisation

Q: How do I personalise my item?
A: Simply follow the prompts on each product page. Enter your custom text, names or dates in the personalisation box before adding the item to your cart. If you have something more specific in mind, feel free to message us!

Q: Can I preview my personalised design before it's made? 
A: We don't offer this on our website. However if you'd like to see a design before it's made, leave a note at checkout or get in touch with your order number after placing your order. This will delay the shipping time. 

Q: Can I change or cancel my order after it's placed?
A: Your order will be in the process of being made within 12 hours of purchase. After that, we can no longer edit or cancel the order. 

Products & Ingredients

Q: Are your candles made from real soy wax?
A: Yes! All our candles are hand-poured in small batches using 100% natural soy wax - no parrafin, no nasties.

Q: What is in your lip balms, scrubs, and headache balms?
A: Our skincare range is made from simple, clean ingredients: think beeswax, shea butter, coconut oil, and pure essential oils. No synthetic fragrances, preservatives or artificial colourants. All the ingredients are always stated on each product page.

Q: Are your products vegan and cruelty free?
A: Our lip balm contains beeswax so not strictly vegan - but everything is cruelty free and never tested on animals. 

Shipping & Delivery

Q: How long does delivery take?
A: We usually dispatch within 2-4 business days. UK orders typically arrive within 3-5 working days after dispatch. International shipping times may vary.

Q: Do you ship internationally?
A: Not at the moment. But we're working on it!

Care Instructions

Q: How should I care for my candle?
A: Trim the wick to 5mm before each burn, and let the top layer melt completely to avoid tunnelling. Always burn on a heat-safe surface and never leave a candle unattended. 

Q: How should I wash my mugs? 
A: Mugs are dishwasher-safe (top rack recommended), but for best longevity, handwashing is ideal. 

Gifting & Packaging

Q: Do you offer gift wrapping? 
A: Yes! You can add gift wrapping and a handwritten note at checkout. We make sure every parcel feels special. 

Q: Can I send a gift directly to someone else?
A: Absolutely. Just enter their address at checkout.

Still have questions?
We're here to help!
DM us on Instagram: @cruckleandfell
Or email at cruckleandfell@gmail.com