faq

Frequently asked questions

Safety Information


CANDLES Every candle has a candle safety label on the bottom of the jar so please ensure this remains on the jar when used! When the candle is lit ensure that it is kept within site Trim the wick to 5mm prior to lighting and continue to do this on each burn Keep out of reach of children and pets On the first burn allow the candle to create an even wax pool to the edge of the container: this prevents ‘tunnelling’ from occurring. Remove any soot, debris and wick trimmings from the wax pool. Never move the container when the wax is liquid as the jars can get hot Keep all candles on a level and heat resistant surface Do not burn for more than 4 hours at a time. Stop burning the candle if the flame becomes too high, flickers or smokes. This is due to the wick not being trimmed. Allow to cool, trim and then relight. DO NOT fall asleep with the candle burning or use as a night-light!! ROOM SPRAYS Keep out of reach of children and pets Do not spray on the skin If skin irritation occurs rinse thoroughly with water. If in eyes remove contact lenses and rinse thoroughly. If irritation persists seek medical advice. Incense: Keep out of reach from children and pets. Use incense holder designed for it.




How long do your products last?


CANDLES 180ml candles have a approx. burn time of 30-35 hours 250ml candles have a approx. burn time of 40-45 hours ROOM SPRAYS Our Room sprays contain 150ml of liquid and will last from 2-3 months!(depends on use) REED DIFFUSERS 100ml reed diffusers last approx. 3-4 months, but ultimately this will depend on the temperature of your home.




Shipping & Returns


SHIPPING POLICY All of our orders are packed and posted within 3 days of purchase via Royal Mail 2nd class. We also have free shipping on all orders and optional express shipping. *** During busy periods it may take us slightly longer to process your order so if this is a gift please consider the paid express shipping options! If you have any questions on our delivery policy please contact us. Return & Exchange Policy If you are unhappy with your purchase we are happy to refund you within 14 days of receiving your order on the condition that the product has not been used and is un-opened. Please send the order back to us unopened and in the original packaging, together with a brief note explaining why you are returning the items. You will be refunded as soon as we have received the goods back. Contact us if you have any questions or need some help in returning your products. Unfortunately, once the products have been used, we are unable to make a refund unless the product is faulty. Any orders cancelled prior to dispatch will be granted a full refund. Orders cancelled after dispatch will be granted a refund but you will need to pay the delivery cost to return the items to us.




Privacy,Safety & Payment


Without limitation, any of the following Data may be collected: contact information such as name, address, email addresses and telephone numbers; demographic information such as post code, preferences and interests; IP address (automatically collected); web browser type and version (automatically collected); operating system (automatically collected); a list of URLS starting with a referring site, your activity on this Web Site, and the site you exit to (automatically collected but contains no personal data); and Cookie information (contains no personal data, see clause 12 below). Our Use of Data Any personal Data you submit will be retained by Old poison Ltd for as long as necessary to provide the Services you have requested, or for other essential purposes such as complying with our legal obligations, resolving disputes, and enforcing our policies. Data that you may submit through any communications System that we may provide may be retained for a longer period of up to 1 year. Unless we are obliged or permitted by law to do so, and subject to Clause 4, your Data will not be disclosed to third parties, this does not include our affiliates and / or other companies within our group. All personal Data is stored securely in accordance with the principles of the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679). We may use some or all of the information collected to provide you with the best possible service and experience when using our Web Site. Specifically, we may use Data for the following reasons: internal record keeping; improvement of our products and services; transmission by email of promotional materials that may be of interest to you, if consent given; contact for market research purposes which may be done using email, telephone, fax or mail, if consent given. information may be used to customise or update the Web Site Security Data security is of great importance to Old Poison Ltd. and to protect and reduce the risks of loss, misuse, unauthorised access, disclosure and alteration to your Data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure Data collected online. Payment Information Old Poison Ltd will never ask for Card details unless you are purchasing our products. The payment services we use are PayPal.




Wholesale enquiry


We would love to welcome you on board, just fill out our contact us and we will send you further information!





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