If you need to return, exchange or request a refund for your item, please refer first to our refunds policy to make sure you are eligible for a return. Then kindly contact us through the form below or directly at info@equinoxatelier.com and we will be very glad to help.

Standard first class delivery usually takes 1-2 business days to arrive. Second class delivery can take up to 5 days.

If your order hasn't arrived after two weeks, please contact us and we will look into the details with Royal Mail. Prior to this time period Royal Mail will not look into the matter.

If a product you want is out of stock, you can use the restock wizard which appears on the right-hand side of sold out product pages, and you will be notified by email when the product is back in stock.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

We use only non-GMO, sustainably grown soy wax from a manufacturer in Sweden that contains no toxic additives (only botanical additives that help the wax cure smoothly).

As of 2026, our candles and wax melts are also fragranced entirely by pure essential oils and blends, ensuring you have the cleanest possible burn.

We encourage everyone to recycle their candle jars, and to do so you can remove the remaining wax by pouring boiling water until it covers the wax, leave for a minute or two and then wipe with a paper towel. Dispose of the wax and paper towel into the trash / in accordance with local regulations and do not pour down the sink. If the little metal wick holder and sticker is tough to get out, you can heat it for a few seconds with a hair dryer to loosen the adhesive and scrape off with the bottom end (non-eating end) of a kitchen utensil.

Don't worry, it's not mould! The white stuff you might be seeing is called 'frosting' and happens sometimes when a natural wax (like soy) has a change in ambient temperature that is too rapid. The wax melts slightly and then re-crystalises in a random pattern that throws light differently to the rest of the wax surface giving the appearance of white 'frost.' It might happen in storage or shipping, and is rather unpredictable. Frosting might have a less attractive appearance, but it is a sign that your candle/wax melt is made from real natural wax (as this phenomenon doesn't occur in store-bought petroleum-based candles) and so I don't mind so much when it happens anymore because it's a sign of mother nature at work!

We love fur babies! Of course with mobile pets like birds and cats that could easily knock candles over - that's an obvious 'wait til they're not in the room' piece of advice, but for other diffused oils it can be trickier. One thing to keep in mind is that pets have smaller lungs than humans, and anything in the air like smoke, candle / wax vapour or sprays can irritate them more than us. Also, some ingredients are toxic to ingest, so make sure even when you're not using products that you're keeping them well away from children or pets who might be attracted by the smell and be tempted to take a bite.

This being said, most animals are fine around fragrances in short bursts - but if you notice them sneezing or acting differently, stop use and consult with your vet. (If they're drooling, shaking or you suspect they've eaten something call the vet immediately) At the end of the day, our best advice is to do your own research and make your own decision about what you feel is right for your little ones.