FAQ
Order related
Can I change or cancel my order?
Due to our high service standards at Moments HQ we will usually commence work on the day we receive your order. If you would like to add to your order, you could send us an email via the contact us section of the website. If your order hasn’t left Moments HQ we will do anything we can to add to your existing order.
When will I receive my order?
Our service promise to you is that we will dispatch your products by the following working day. This is to ensure that you get to enjoy your amazing Moments as soon as possible.
I have received the wrong product what should I do?
If we have dispatched the incorrect item to you in error, please email us via the contact section on the website selecting the customer service option. We will endeavour to do everything we can to rectify the error.
Has my order been dispatched?
When you have placed an order, you will be able to track your delivery from end to end to end via our tracking system.
My order has not arrived
In the first instance, please refer to the delivery update information to track your order. If you feel that your order is lost, please email us and our service team will be happy to look into this for you.
The item I received is damaged what should I do?
If for any reason, you receive items damaged during the delivery process, contact us via email at customerservice@momentscandlesco.com. Include some images of the damaged item and we will be happy to replace your product without question.
Moments product related
How do I care for my candle?
We are extremely safely aware at Moments Candles co. All our products come with safety information labels and we would also like to refer you to our main website as we have a dedicated section which covers the relevant safety information.
Are Moments products safe to use while pregnant?
As with all products, you need to check the labeling and ingredients to ensure that they are fine for you to use. If you have any concerns, we would recommend that you email your specific question via the contact us section and we will be happy to answer your question.
Are moments products Vegan?
All of our products are vegan friendly and cruelty free.
What are the diffuser reeds made from?
Our diffuser reeds are made with natural fibres.
Are Moments products tested on animals?
Absolutely not!! All of our products are vegan friendly and cruelty free.
Are products safe around animals and pets?
As with all products, you need to check the labeling and ingredients to ensure that they are fine for you to use. If you have any concerns, we would recommend that you email your specific question via the contact us section and we will be happy to answer your question.
We would not recommend that you apply any of our products directly to your animals or their food and drink.
What are the candle wicks made from?
Our wicks are lead free and made with 100% cotton.
Where can I see what ingredients are in the products?
All of our products come with the listed ingredients. If you would like to have a list prior to you buying the product from us, you are welcome to email us and we can provide you with this information prior to your purchase.
Allergies related
What should I do if I suffer an allergic reaction when using a product?
You must stop using the product immediately and seek medical attention for your own peace of mind.
