By using our Website and passing your information on to us you consent to the use of this information by Soy Crumbles UK. With the exception of our third party payment portal Stripe & Paypal, we do not pass or share this information with any other parties under any circumstances. Nor do we have access to your credit card information as this is stored on a third party secure server by Stripe / Paypal.
Our Payment Service Provider is Shopify Payments (powered by stripe).
They provide a secure payment gateway, processing payments for thousands of online businesses, including ours. It is their priority to ensure that transaction data is handled in a safe and secure way.
Our payment providers use a range of secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.
So when buying through our site, you can be sure that you are completely protected.
Free gift with purchase
From time to time the Soy Crumbles UK will promote a free gift with every order over a qualifying threshold. Only one gift will be shipped with an order. We reserve the right to change the gift without notice and to replace it with something of an equivalent value.
Whilst every effort is made to give you a most accurate visual and written description of merchandise we cannot accept responsibility for colour variation or different decoration of our wonderful wax. Each packet is lovingly hand made, and no two packets will ever be identical.
Our website is updated on a daily basis and it is our intention to only show you merchandise which is available for immediate dispatch. However, from time to time we may have sold out of an item before we have updated the site. If we are unable to fulfil your order we will contact you within 2 working days of receipt and establish whether you are happy to receive a part order. At this point you have the option of cancelling your order in full or, being refunded for the goods in question along with any related postage costs.
After Sales Issues
If for any reason, you are unhappy with your purchase please contact us immediately by emailing us at firstname.lastname@example.org or using the contact us link on the website. If you consider your wax burner to be faulty or unsatisfactory, please extinguish it without delay and do not use it again. In such circumstances we will ask you to email a photograph of the item or in some cases we may arrange for it to be uplifted at our expense for further investigation.
Do not throw the product away until you have been in contact with us and we have asked you to do so. We will not be able to assist you with your complaint if you have destroyed or thrown the wax away before you contact us. It is very rare for there to be a problem with our Wax, and the product we are always keen to understand more about any after sales issues.
Delivery Of Goods
Your order will normally be dispatched within five working days during the working week and during our busiest periods within seven working days. Orders placed at the weekends will not be dispatched until the following Monday. It is sometimes the case that if you live in a very remote area, or Northern Ireland, that your parcel may take a day longer to arrive than the timescales we have quoted.
Our delivery service is currently provided by DPD. *from 28th June 2017 Your order should be delivered the next working day after you have received your order despatch notification email (UK Customers, USA customers around 4 days). We cannot guarantee a specific time for the delivery of your parcel; home deliveries can start as early as 7am and be delivered as late as 7pm between Monday and Friday, however DPD will provide you with a one hour time slot, and the opportunity to rearrange the day of your delivery if this is not convenient. (USA customers may not have this option). At your own risk, you can nominate to leave the parcel in a safe place or with a neighbour, but it is at the discretion of the delivery driver whether they follow these instructions. If there is nobody home to receive the parcel, DPD will attempt a second delivery. A card will be left at your home informing you of this. DPD will only attempt a home delivery twice. If you are not available to take delivery on the second occasion your parcel will be returned to us as undelivered.
For your convenience, you are able to select an alternative delivery address to your billing address such as a work address, and we would recommend this for the quickest and most secure receipt of your parcel.
Non-receipt of Goods
If you have not received your parcel within the timescales quoted on your confirmation of dispatch email please contact us and we will trace the parcel on your behalf.
Should you choose to instruct our couriers to leave a parcel in a location without it being signed for, you do so at your own risk and we cannot be held responsible for non-delivery. Please also note that it is at the discretion of the delivery driver whether or not they feel it is safe to leave your parcel in your requested location.
Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.
If you choose to return a product for another reason apart from it being faulty, then it is your responsibility to ensure than the item is packed properly and arrives in a re-saleable condition. It is also the responsibility of the purchaser to pay for any postal charges, we do not refund postage charges for goods returned unless they are deemed faulty.
Do not mix water with the wax Do not leave an electric burner unattended when switched on. Bulbs will need replacing from time to time, as do all bulbs. Replacements are available on the Soy Crumble UK website. These come from the manufacturer and are the only bulbs approved by them for these burners. Please do not use any other make or model / wattage bulb in your burner, as they may not be compatible and have not been tested by the manufacturer to use in your burner.