Frequently asked questions

Product informantion

How long do your wax melts last for?

Each melt will fragrance fo 20 hours. Some melts last longer, citrus scents tend to be the longest lasting, but all wax melts should give you a minimum of 20hrs fragrance, when used with a 4hr tealight or an electric oil burner.

How do I clean my wax burner?

Our soya wax is very soft and can easily be cleaned. We recommend: wait for it to go hard and 'pop' it out with a spoon. Give it a good shove with a spoon and it should pop out whole. Soya wax is a natural product so it does vary from batch to batch. If you are having trouble getting your wax out. Let it melt ever so slightly before popping it out. If you are having trouble removing it, it means your wax burner isn't glazed or the glaze is wearing off. You can scoop it out with a spoon when hard as the wax is very soft.

Where can I buy refills?

You can buy online, buy from our shop in Stamford, find us at a local show, or look on our stockist page for your local Freckleface Stockist.

Are your product vegan and environmentally friendly?

Yes, our products are suitable for vegans as they don't contain any animal products. They are environmentally friendly as we use soya wax and fragrance without toxins or paraffins. Our products are a mix of essential oils and synthetic fragrance, but they aren't toxic to the environment or people/animals. We source our wax responsibly and use local produce where possible. We try to source our botanical toppings from UK growers.

Are your products safe to use around pets?

Yes, all our products are safe to use around any pets. We do not use harmful paraffin or toxins in any of our products and only put the most natural ingredients in them.

Are your products safe to use with babies?

Yes, all our products are safe to use around babies. We do not use harmful paraffin or toxins in any of our products and only put the most natural ingredients in them.

How long do your candles last for?

The burn times for each of our candles are the following: Mini Candles: approximately 11 hours Garden Candles: approximately 37 hours Large Candles: approximately 48 hours Small Tin Candles: approximately 25 hours Large Tin Candles: approximately 34 hours Tealights: approximately 4 hours

How long do your Reed Diffusers last for?

Depending on the heat of your room, our reed diffusers last between 3-6 months. The cooler the room temperature, the longer the reed diffuser will last.

Online orders

My order hasn't arrived yet

When you receive your shipping email, your order has officially left our warehouse and is on its way with Royal Mail. Royal Mail are experiences delays delivering parcels due to the national lockdown, so please allow up to 10 working days. If you still haven’t received your order after 10 working days, please email: and our customer service team will be in touch with you.

I am unhappy with the product I have received, what do I do?

On the rare occasion you are unhappy with one of our products or are experience an issue with them, please email: and our customer service team will be in touch with you to help solve your problem.

Can I add to my order once I have checked out?

Unfortunately no, you can not add to your order once you have checked out, as our system does not allow us to do this. However, we can cancel your order if it does need admending, please email if you would like to do this.

How do I cancel my order?

Please email with your order number and we can sort this out for you.

Can I change the delivery address?

If we have not sent you a shipping email yet, then yes. Please email: with your order number and your new address and we can change this for you. Please note: when you receive your shipping email, it might still say your old address, but please be assured we will of changed your shipping address, sometimes our automatic response system does not update it.

I can not checkout my order

Sorry about this, please refresh your page or change your browser. Failing this, please get in touch with us. Please note: if we are experiencing any technical issue at our end, we will update all of our customers as soon as possible.


How do I change my address for my subscription order?

No worries, please email with your full name and new address and we will update this information for you.

How do I cancel my Subscription?

Sorry to see you go! Please email and we will cancel your subscription for you.

How does the Monthly Wax Melt Club subscription work?

Once a month we will choose wax melts and different collections based on the season and month. You will recieve different wax melts each month, perfect for our customers who want to try all of our different fragrances! You will receive 10 wax melts, sometimes it will be one of our seven different collections, other times it will contain 10 hand picked wax melts. It is a surprise!

How is the payment made for my subscription?

A direct debit will be created, so it will automatically be taken out of your bank account each month until cancelled.

General informantion

Why hasn't anyone responded to my email/ private message on social media?

Please be patient with us, we are still a small team and will get back to you as soon as we can. We currently operate Mon-Fri, 8am-4pm. However, due to the new national lockdown we are adapting and changing the way we operate, so we might be slower in responding than normal- we are sorry about this.

Do you have a shop or pick-up option from the Bourne warehouse?

Unfortunately, no. Due to Covid we are not letting anyone who does not work Freckleface in the warehouse. We currently have our shop in Stamford and you can check to see where your nearest supplier of Freckleface products are on our stockist page.

How do I become a stockiest?

Please email with your enquiry and someone will get back to you.