Common Questions

A luxury home fragrance brand that embodies elegance, style and sophistication. 

How do I purchase?

Enter your information when ordering the product you want
(full name – email – phone)
We will contact you to determine the payment method
Online payment
Payment upon delivery

Shipping/when will my order be delivered?

All orders are dispatched within just 2 working days from the date of your order and delivered by Royal Mail within 2-4 business days. *Delivery times may vary in busy periods. Any major delays will be advertised we will inform you by email.

Where is my order?

If your order has not arrived within the delivery time scale mentioned above, please get in contact with us right away and we will track your order for you. Before getting in contact, please ensure Royal Mail have not left your item in a safe place or left a missed delivery card. Remember to include in your email the order number, full name and shipping address. We will resolve the issue for you right away.

My order has arrived damaged?

If your order has been damaged whilst in transit, please get in contact straight away or within the first 2 days of receiving your order. An item refund or replacement will be arranged for you straight away. Contact: company@luvuy.com with your order number and full name. Refunds or replacements will not be issued if we have not been notified within 2 days of receiving your order.

How do I return an item?

Items must be returned within 7 days from the date of purchase for a full refund, excluding delivery costs. The item must be in its original condition and not damaged. We recommend sending returns via tracked delivery to ensure safe delivery and using bubble wrap to protect the items. Refunds will not be issued for damaged items if not properly wrapped. Refunds will be processed within 5 days of receiving the item back. Please note, bespoke/private label orders are non-refundable.

When will I receive my refund?

Refunds for returned items are processed within 5 days or less after receiving the items back. Any refunds issued for lost/undelivered items will be issued within 5 days or less from the refund request date (where applicable). This allows us time to raise the lost parcel with Royal Mail and redirect the parcel back to us.

Do you offer wholesale and bespoke?

Yes, please get in contact to discuss your requirements. company@luvuy.com

Can I stock your candles?

Yes, please get in contact to discuss your requirements and we will send you our price list. company@luvuy.com

Do you have a shop I can visit?

Unfortunately not, we operate online only. If you would like help choosing a fragrance why not try our The Discover Collection to try different fragrances before committing to one of our larger candles?

I’ve entered my email address, but haven’t received my 100 reward points?

In order to get your 100 reward points, you must be a member. Simply sign up with your email address and your points will be added to your account right away.

Do you blend your wax?

Nope! we use 100% natural soy wax with no other wax blends or nasties.

Is your wax sustainably sourced?

Yep! Our premium plant-based soy wax is sustainably sourced from a globally trusted supplier.

I forgot to add my discount code, can I cancel and re-order?

Unfortunately, we cannot cancel your order once it’s been paid . Don’t worry though, your code will still be valid for your next purchase.

Can’t find the answer to your question? Feel free to get in contact with us! Simply fill in the contact form or send us an email company@luvuy.com . We aim to respond within 24-48 hours or sooner. Mon-Fri 9am-5pm.

Pumpkin Patch Large Candle

Enter your information to complete order