Faqs
FAQs
About Amber & OAK
Who are we?
Amber and Oak is a family-owned business based in Glasgow, founded by Sam in 2017. Our focus is on crafting luxury, eco-friendly, and vegan home fragrance products. Our new website, launched in 2024, aims to bring our hand-made candles and wax melts to more homes across the UK.
Product Information
Are your candles safe for people with allergies?
We use natural and non-toxic ingredients, but if you have specific allergies, please check individual product descriptions for ingredient details.
What types of scents do you offer?
We offer a variety of luxurious and seasonal scents. Our collections include everyday classics as well as limited-edition seasonal fragrances, designed to create a cozy and relaxing atmosphere.
What ingredients do you use?
We source sustainable waxes and natural fragrance oils wherever possible. Our packaging is designed to be eco-friendly, from recycled materials to biodegradable packing.
Are all your products vegan and cruelty-free?
Yes, all Amber and Oak products are 100% vegan and cruelty-free, using no animal-derived ingredients or testing.
Ordering & Payments
Can I modify or cancel my order after placing it?
Yes, you may cancel or modify your order within 24 hours by contacting our support team. Once your order has been processed, it cannot be modified.
What payment options do you accept?
We accept major credit and debit cards, PayPal, Apple Pay, Google Wallet and Klarna.
How can I place an order?
Place orders directly through our website. Simply browse, add your chosen items to your cart, and complete checkout. For assistance, reach out via our contact page.
Shipping & Delivery
Can I track my order?
Yes, once your order is dispatched, we’ll email you a tracking link to monitor its progress, you can all access tracking from your My Account page.
How long does delivery take?
Orders typically arrive within 3-5 business days. You’ll receive an email with tracking details once your order has shipped.
What are your shipping rates?
Shipping rates are calculated based on the order size and delivery location. Orders over a certain amount may qualify for free shipping.
Where do you ship?
Currently, we ship across the UK. International shipping is being considered for the future.
Returns & Refunds
Can I exchange an item?
Currently, we do not offer direct exchanges. Please initiate a return and place a new order for the item you want.
When will I receive my refund?
Once we receive your return, refunds are processed within 5-7 business days. You’ll receive a confirmation email once your refund is completed.
How do I initiate a return?
Email us at hello@amberandoak.co.uk or Chat with an Expert to initiate a return. We’ll provide instructions and help process the return.
What is your return policy?
If you’re not satisfied with your purchase, please contact us within 14 days of delivery. Products must be unused and in their original condition. Return shipping costs are the responsibility of the customer.
Account & Membership
How do I redeem my loyalty points?
When logged into your account, you’ll see your point balance. During checkout, you can choose to apply your points for a discount on your order.
How does the loyalty program work?
Earn points on each purchase and redeem them for discounts on future orders. We also offer points for referring friends and for sharing our products on social media.
Do I need an account to make a purchase?
No, you don’t need an account to make a purchase. However, creating an account allows you to track orders, save your details for faster checkout, and earn loyalty points.
Wholesale Inquiries
Can I customize my wholesale order?
Yes, we offer scent customization for larger orders. Please reach out to discuss bulk customizations.
Do you offer wholesale options?
Yes, we offer wholesale options with a minimum order quantity of one box per scent (10 candles or 10 wax melts). For more details or to discuss a wholesale partnership, please email us at wholesale@amberandoak.co.uk.
Contact Us
What are your business hours?
Our customer service team is available Monday to Friday, from 9:00 AM to 5:00 PM (GMT) Via our Live Chat .
How can I reach customer support?
You can contact us via email at hello@amberandoak.co.uk, or Chat with an Expert on our website live chat. We aim to respond to all inquiries within 24 hours.
