Frequently Asked Questions

We've answered your burining questions so you don't have to ask!

General Questions

How do I choose the right candle scent for my home?

Think about what sort of smells you like and compare these to different aroma categories. If you like the smell of floral notes we advise purchasing our Fiat 500 Club candles, but if you’re looking for more of a clean crisp smell then you may want to pick between Thursday Night Prep or Your Nan’s Bathroom.

If you’re still stuck, please refer to the product descriptions which should describe the type of scent of each candle.

How do I trim a candle wick?

At Mourvier, we only use wooden wicks in our candles. These wicks are self-trimming and do not require you to cut the wick before each session, unlike cotton wicks.

How long should I burn a candle at a time?

It is recommended to burn your candles between 2-4 hours at a time, any longer can cause your candle to burn too quickly and hinder performance. Please read our guide on how to make your candles last longer for more tips.

How do I store candles properly?

It’s advised to keep your candles in a cool and dry place, anything too hot can keep your wax too soft and affect the performance of the wax. Avoid window sills, areas where there is a draft and areas where there are too many decorations or flammable objects. Please refer to our guide where we talk about the best places to store your candles.

Order and Shipping Queries

What payment methods do you accept?

We accept Visa, Mastercard, Maestro, Paypal, Apple Pay and Google Pay.

If neither of the above payment methods is suitable for you, please contact support through our Contact Us page.

How long will it take for my order to ship?

All orders are processed within 5 to 10 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

UK standard delivery is normally between 3-5 business days.

If you are still unsure please refer to our Shipping Policy for more information.

Do you offer shipping to my country?

We currently only offer shipping in the UK, we do not ship to anywhere outside of the United Kingdom.

This does not mean that we won’t in future, but for now we are unable to fulfil these locations.

Returns and Exchanges

How do I make a return or exchange?

To start a return, you can contact us at mourvier@gmail.com please use ‘Make a Return’ in the subject line along with your order number.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it i.e. in it’s original packaging. 

Find more information on our Returns Policy here.

What are the return shipping costs?

Returns shipping cost will be deducted from your order value once we have received and processed your return.

When will I receive my refund?

Once we have received your item, please allow up to 14 days for this to be processed and for the money to be deposited back into your bank.

If you haven’t received your refund within that time limit please email mourvier@gmail.com for more information including your order number.

What if I received the wrong item?

If you have received the wrong item or the item is damaged please contact mourvier@gmail.com with details of the issue including photographic proof so we are able to assist you appropriately.

Customer Service Questions

How do I contact customer service?

For any enquiries or order questions please contact us through the Contact Us page here. We aim to reply to your email within 3-5 business days.

How can I get help with my order?

If you require assistance with your order for various reasons, please use our Contact Us page to get in touch and convey your query in the comments box. We aim to get back to you within 3-5 business days. 

Please only contact support if it has been longer than 15 days since you made your purchase. If you're unsure about our order and shipping process, please refer to our Shipping Policy for more information.

How can I provide feedback?

If you would like to provide feedback please use our Contact Us page to relay any comments or suggestions you may have.

We welcome all kinds of feedback as we try to offer the best possible service for our customers!

Other Queries

Do you sell wholesale candles?

If you have any wholesale enquiries please visit our Contact Us page using the subject line ‘Wholesale Enquiry’.

Thank you.

Do you sell at markets?

Next year we will be looking to participate in several small markets around the Manchester area, we currently are not looking at markets outside of this location however this does not mean we won’t in the future. If you have any suggestions please refer to our earlier questions on ‘How Can I Provide Feedback?’

Do you have a candle subscription program?

We currently do not offer any type of candle subscription offer, but we are looking into this type of service in the future.

Do you offer any discounts or promotions?

We currently do not offer student discounts or blue light and general promotions can be advertised on the website.

Shop Our Signature Scents

1 4
View all