FREQUENTLY ASKED QUESTIONS

Delivery

We offer the following delivery using Royal Mail:

Royal Mail Tracked 48 - £3.99

Royal Mail Tracked 24 - £4.99

We are so happy to also offer free delivery on all orders over £40!

As everything is small-batch and hand-poured in our little candle studio, we usually dispatch orders within 1-2 working days. All orders placed on Thursday will be dispatched latest Monday the following week and all orders placed on Friday will be dispatched latest Tuesday the following week.

You’ll get an email notification the moment your parcel is on its way.

During busy periods if dispatch is going to take longer it will be highlighted on our checkout underneath each delivery option.

Yes! Once your order has been carefully packed and leaves the studio, we’ll send you a tracking link so you can keep an eye on its progress.

If you lose your tracking number just pop us an email with your order number and we will help you find your tracking!

Currently we are only shipping within the UK, but hopefully in the future we will be shipping overseas.

If your delivery hasn't be delivered within the predicted time frame please let us know straight away so we can help out as quickly as possible. If you pop us an email at hello@bythepines.co.uk with your order number and the issue, we will get back to you as quickly as possible and help find a solution.

If you’ve spotted a mistake, please email at "hello@bythepines.co.uk" as soon as possible! As long as your order hasn't left the studio, we are more than happy to update the delivery details for you.

Absolutely! We never include prices or invoices inside the box. If your order hasn't left our studio yet, send us an email at "hello@bythepines.co.uk" we would be more than happy to add a handwritten gift message inside the parcel for that extra-special touch.

Yes! All the packing that we use for our orders is all recyclable INCLUDING the packing peanuts! The packing peanuts are biodegradable and can actually dissolved in water. We only use cardboard boxes and Eco friendly packaging to ensure our Earth stays lovely and clean, so make sure to recycle any of our packaging!

At this time, our studio isn't open for public collections as we're busy pouring and packing. All orders must be placed through the shop for delivery.

Products

Yes! All our products are vegan and cruelty free. We use 100% soy wax for all our candles and wax melts and we ensure that all our fragrance oils and essential oils are vegan and cruelty free and do not test on any animal.

We use high-quality ingredients within our products which makes it safe to use around pets, but we always recommend burning them in a well-ventilated room and keeping them out of reach of curious paws.

If you are ever unsure please consult with your veterinarian before purchasing to ensure your pet is safe around candles.

We would always recommend not purchasing any candle that contains lavender or essential oils as these can be toxic to our furry little friends if consumed.

We would not recommend burning any candles around birds due to respiratory issues.

Yes, it is. We are very selective about what we use in our studio, and our soy wax is chosen specifically for its eco-friendly credentials:

Renewable & Plant-Based: Our wax is made from 100% natural soybeans. Unlike paraffin, which is a fossil fuel byproduct, our soy is a renewable resource and completely biodegradable.
Responsibly Farmed: We only use wax derived from responsibly farmed crops to ensure our products do not contribute to deforestation.
Clean & Ethical: Our signature blend is entirely free from palm oil, paraffin, and animal products, making our candles 100% vegan-friendly.
Sourced in the UK: We work with a UK-based manufacturer to refine our wax, helping us support local industry and maintain a more mindful supply chain.

We want every order to be special and feel like you are not only receiving your order, but feel like you are receiving a treat!

All our orders come in a postage box with tissue paper inside so you unwrap your order every time. We also carefully pack your order with our biodegradable packing peanuts to ensure your order arrives safely. We also add in a candle care card to help you take the best care of your candle for a long lasting and enjoyable burn.

We also include a handwritten card as we appreciate every order that you place with us and we always want to say a little hello and thank you! If you would like this changing to a gift message to a friend or family member, just let us know!

We make all our products in our little candle studio based in Southport United Kingdom. The whole process is done by a husband and wife duo!

Returns & Exchanges

We accept returns for unused and undamaged candles within 14 days of delivery. The candle must be in its original packaging and in resalable condition. Customers are responsible for return shipping costs for change-of-mind returns.

Once we receive and inspect the returned item, we will issue an exchange if you would like of a same priced product or we will issue a refund for the product price, excluding the original shipping costs.

Please package the candle very well, as we cannot refund broken returns.

If you do wish to return your order please get in contact with us at "hello@bythepines.co.uk" and we will help you out with either an exchange or a refund.

Yes of course! If you want to exchange your order or a product please email us at "hello@bythepines.co.uk" and we will help you out with sorting out an exchange.

Please note all return labels are to be paid by the buyer as we don't offer free returns.

Sadly we do not offer free returns on our orders, we ask that the cost for the return is payed by the buyer.

Wholesale

Yes! We are currently stocked in some lovely independent stores across the UK that we love working with. If you think we would be a great fit for your business and would love to become a stockist with us fill out the wholesale form on our menu at the top of the page and we will send you our brochure by email!

As we are a small candle business, we don't offer white-label products, but we do offer bespoke pouring if your brand is looking for a specific scent!