FAQ's


My order still hasn't arrived, what should I do?

Due to COVID and an increase in online shopping putting pressure on the postal system, we are noticing delivery delays. Sorry! Unless your tracking says "it's been delivered" and you haven't received the package or a notice slip, your package is still in transit. It doesn't mean that your package is lost! We appreciate your patience and understanding so much and thank you again for your ongoing support even during this time!

 Can I add gift wrap to my order?

Yes! Our candles make the perfect gift but we want to ensure our products have minimal impact on our planet - your candle will be wrapped in tissue paper within a branded box made from vegan, compostable inks. The box contains candle care information and is recyclable too! 

How can I amend my order?

If you do need to amend any details of your order please contact us immediately on info@shmood.co.uk as no changes can be made once your order has been shipped.

Are your products vegan and cruelty-free?

All of our products are suitable for vegans. No animal derivatives are present in any part of our products and we always ensure materials are cruelty-free meaning they are not tested on animals.

Is your packaging sustainable?

All of our packaging is plastic-free and as eco-friendly as possible. Our boxes are sourced from sustainable suppliers and our peanuts which protect your candle are made from cornstarch which will disintegrate in water. Our paper tape, gift notes, cards and gift boxes are also completely recyclable. Head over to our sustainability page to find out more. 

What is your delivery policy?

Enjoy free delivery on us! We use Royal Mail 2nd class tracked and signed for which takes between 1-3 working days. Orders are dispatched 1-3 days from the order being placed but during busier periods this may take longer so please get in touch if your order is urgent and I will try my best. 

As a small business we currently only ship to the UK. If you would like us to ship to another country, drop us an email and we will calculate shipping costs.  

Do you accept returns?
We’re sure you’ll love your purchase, however, we're only human so if for any reason you aren’t happy please contact us with your order reference number at info@shmood.co.uk