Frequently Asked Questions

Got a question? You may find the answer below.

Orders and Delivery

How long will my order take to arrive?

We aim to dispatch standard orders within 2 working days.

Orders are normally sent using Royal Mail Tracked 48, which usually takes around 2–3 working days after dispatch.

Most standard orders should therefore arrive within approximately 4–5 working days of being placed.

Made-to-order and personalised items may take a little longer.

How much is delivery?

We offer free UK delivery on orders over £25.

Orders under £25 are charged our standard delivery fee, which will be shown clearly at checkout.

Do you ship internationally?

Not at the moment.

We currently deliver within the United Kingdom only.

Can I track my order?

Yes. Once your order has been dispatched, you’ll receive a confirmation email with tracking information where available.

Please check your junk or spam folder if you cannot find it.

My tracking says delivered, but I can’t find my parcel. What should I do?

Please check:

Around your property
Any designated safe place
With other members of your household
With nearby neighbours
For a Royal Mail delivery photograph or card

If you still cannot locate it, email steph@robinintheroom.co.uk with your order number.

What should I do if my order is delayed?

Occasional postal delays can happen.

If your order has not arrived within 7 working days of dispatch, email us at steph@robinintheroom.co.uk and include your order number.

Can I change my delivery address?

We’ll do our best to update the address, but we cannot guarantee changes once your order has entered preparation or has been dispatched.

Changes and Cancellations

Can I change my order after placing it?

Please contact us as soon as possible.

We’ll always try to help, but we may not be able to make changes once your order has entered preparation.

This is especially important for made-to-order or personalised products.

Can I cancel my order?

Eligible online orders may be cancelled in line with your statutory rights and our Returns and Refunds Policy.

Personalised or made-to-order items may not qualify for change-of-mind cancellation once production has begun.

Returns and Refunds

What is your returns policy?

We offer a 30-day returns policy.

For a change-of-mind return, products must normally be unused, unlit and returned in the same condition in which they arrived.

Please contact us before sending anything back.

How do I start a return?

Email steph@robinintheroom.co.uk with:

Your name
Your order number
The item you wish to return
The reason for the return

We’ll confirm the next steps and provide the return address.

Who pays for return postage?

For change-of-mind returns, the customer is normally responsible for return postage.

If an item is faulty, damaged or incorrect, we’ll cover reasonable return costs where appropriate.

How long will my refund take?

Once your return has been received and approved, the refund will be issued to your original payment method.

Your bank or payment provider may take additional time to show the refund in your account.

Can sale items be returned?

Yes, sale items can still be returned in line with our Returns and Refunds Policy and your statutory rights.

Do you offer exchanges?

We do not currently offer direct exchanges.

The simplest option is to return the original item and place a new order for the product you would prefer.

Products and Fragrances

Are your products handmade?

Many Robin in the Room products are handmade or hand-finished in small batches.

This means there may occasionally be slight variations in colour, finish, surface texture or appearance.

These small differences are part of the handmade process and do not normally affect performance.

Why does my candle or wax melt look slightly different from the photograph?

Lighting, screen settings and natural variations in handmade products can all affect appearance.

Soy wax can also naturally develop:

Frosting
Slight surface texture
Small colour changes
Sweating during warmer weather

These are usually cosmetic and do not mean the product is faulty.

Are your candles made with soy wax?

Our candles and wax melts are made using soy-based wax.

Please check the individual product description for the most relevant product information.

How strong are your fragrances?

Fragrance strength can vary depending on:

The fragrance itself
The size of the room
Airflow
Temperature
The product being used
Personal scent sensitivity

Some fragrances are naturally softer, while others are much more noticeable.

How do I choose the right fragrance?

Each product page includes a fragrance description and key scent notes.

You can also use our Find Your Fragrance Quiz or contact us for help choosing.

We can explain the style and notes of a fragrance, but scent is personal and we cannot guarantee that every fragrance will suit every nose.

Are your fragrances exact copies of designer perfumes?

Some of our fragrances are inspired by popular fragrance styles.

Any designer or brand names used for comparison belong to their respective owners. Robin in the Room is not affiliated with, endorsed by or connected to those brands.

Candle Care

How should I burn my candle for the first time?

Allow the wax to melt evenly across most of the surface before extinguishing it.

This helps reduce tunnelling and encourages an even burn.

Always follow the safety instructions shown on the candle label.

Should I trim the wick?

Yes.

Trim the wick to approximately 5 mm before each burn.

This helps maintain a cleaner, steadier flame.

How long should I burn my candle?

Do not burn a candle for longer than the maximum time stated on its safety label.

As a general rule, avoid very short burns that do not allow the wax pool to form evenly.

Why is my candle tunnelling?

Tunnelling usually happens when a candle is extinguished before the wax has melted far enough across the surface.

Allowing a fuller melt pool during early burns can help prevent this.

Why has the candle surface changed?

Soy wax is a natural product and can react to temperature changes.

Frosting, uneven surfaces or slight texture changes are usually cosmetic and do not affect the candle’s safety or fragrance performance.

Wax Melt Care

How much wax melt should I use?

Start with a small amount that fits comfortably inside the burner dish.

Do not overfill the burner.

Can I add water to wax melts?

No.

Wax melts should be used without water unless the product instructions specifically state otherwise.

How long does a wax melt last?

This varies by fragrance, burner, room size and personal preference.

You can continue using the wax until you can no longer smell the fragrance.

How do I remove old wax from my burner?

Allow the wax to cool fully before removing it.

Follow the burner manufacturer’s instructions and never use sharp tools that could damage the dish.

Diffusers, Sprays and Car Fragrances

How long will my reed diffuser last?

This depends on:

Room temperature
Airflow
The number of reeds used
How often the reeds are turned
Where the diffuser is placed

Warm, draughty areas may cause the fragrance to evaporate more quickly.

Should I turn the diffuser reeds?

Turning the reeds can refresh the fragrance.

Use care when doing so and protect nearby furniture and surfaces from spills.

Where should I place my reed diffuser?

Place it on a stable, level surface away from:

Direct sunlight
Heat sources
Children
Pets
Painted, polished or delicate surfaces

Diffuser liquid may damage some surfaces if spilled.

Can room spray be used on skin?

No.

Our room sprays are designed for use as home fragrance products and should not be used as perfume or applied directly to skin.

Can I spray room spray onto fabrics?

Unless the product specifically states that it is suitable for fabrics, avoid spraying directly onto upholstery, bedding, clothing or delicate surfaces.

Always follow the instructions on the label.

How do I use a car fragrance diffuser?

Follow the instructions supplied with the product.

Keep the bottle secure and avoid allowing fragrance oil to spill onto dashboards, plastics, fabrics or painted surfaces, as it may cause damage.

Safety

Are home-fragrance products safe around children and pets?

Home-fragrance products should always be kept out of reach of children and pets.

Some fragrances and ingredients may be unsuitable for certain animals or sensitive individuals.

Always follow the product label and seek professional veterinary or medical advice if you have a specific concern.

Where can I find safety information?

Safety instructions, warnings and relevant hazard information are shown on the product label or packaging.

Please read them before use and keep the label for reference.

What should I do if fragrance oil is spilled?

Keep the area away from children, pets and naked flames.

Blot the spill carefully and follow the safety instructions on the product label.

Some fragrance oils can damage painted, polished, plastic or fabric surfaces, so act quickly and avoid rubbing the liquid further into the surface.

Discounts and Offers

Can I use more than one discount code?

Unless an offer specifically says otherwise, only one discount code can be used per order.

Why hasn’t my bundle discount applied?

Check that:

The correct number of eligible products has been added
The products are included in the offer
No conflicting discount code is active
The offer is still running

If the discount still does not appear, contact us before placing the order.

Does free delivery apply before or after discounts?

The free-delivery threshold is normally calculated using the final order value after discounts have been applied.

Contacting Us

How can I contact Robin in the Room?

You can use our website contact form or email:

steph@robinintheroom.co.uk

When contacting us about an order, please include your order number so we can help more quickly.

When will you reply?

We’ll respond as soon as we reasonably can.

As a small business, replies may occasionally take a little longer during busy periods, but your message will not be ignored.