Question 1

What payment methods do you take?

Accepted Answer

You can pay securely at checkout using major debit and credit cards, Apple Pay, Google Pay and PayPal, where available.
Payments are processed securely through Stripe. Your full card details are handled by Stripe and are not stored on the Flora & Flame Ritual website.
Your order confirmation and payment receipt will be emailed to you automatically.

Question 2

Is it safe to pay on this site?

Accepted Answer

Payments are processed securely through Stripe, a trusted payment provider. Your full card details are entered through Stripe's secure checkout and are not stored by Flora & Flame Ritual.
I don't have access to your full card number or security details.
Your payment is handled securely, and you'll receive an order confirmation once your payment has been completed.

Question 3

Can I change or cancel an order after placing it?

Accepted Answer

If you need to make a change or cancel your order, please contact me as soon as possible.
If your order has not yet been prepared or dispatched, I'll do my best to make the change or cancel it before it is processed.
Once an order has been prepared or dispatched, it may no longer be possible to make changes. If you simply change your mind after receiving your order, our 14-day cancellation and returns policy may apply.
For the best chance of making a change, please include your order number and contact me as soon as possible.

Question 4

I have not had a confirmation email.

Accepted Answer

First, check your spam, junk, or promotions folder and search for Flora & Flame Ritual.
If you still can't find it, email info@floraandflameritual.com with the name used for the order and, if you have it, your order details. I'll check the order and resend the confirmation if needed.
Not receiving the email doesn't mean your order hasn't gone through.

Question 5

Do you take orders by phone or email?

Accepted Answer

For standard products, orders can be placed directly through the website.
For weddings, events, favours or personalised requests, you can email or call to discuss what you're looking for. Once we've agreed the details, I'll provide the appropriate payment link or ordering instructions.

Question 6

When will my order arrive?

Accepted Answer

Orders are usually prepared within 2–3 working days before dispatch.
Once dispatched, your chosen Royal Mail service will determine the delivery time. Tracked 48 typically takes 2–3 working days, while Tracked 24 is usually aimed for the next working day.
You'll receive tracking details once your order has been dispatched.
Need your order for a particular date? Let me know when you place your order and I'll do my best to help.

Question 7

How much is delivery?

Accepted Answer

UK delivery is free on orders over £45.
For orders under £45:
Royal Mail Tracked 48 — £3.95
Royal Mail Tracked 24 — £5.45
The free delivery threshold is based on your order total before any discount code or delivery charges are applied.
Delivery options and prices are shown at checkout before you pay.

Question 8

Do you ship outside the UK?

Accepted Answer

We currently ship to the UK and selected nearby destinations, including Ireland, Jersey, Guernsey and the Isle of Man.
At the moment, we don't offer worldwide shipping. This may expand as the range grows and we can offer suitable tracked delivery options.
If you're outside our current delivery areas, email us before ordering and we'll let you know whether we can help.

Question 9

Can I collect my order?

Accepted Answer

Yes, collection is available from Pontefract by prior arrangement.
The collection address is provided once a collection time has been agreed. Please contact me before travelling so I can make sure your order is ready and someone is available.

Question 10

My tracking hasn't updated for a few days.

Accepted Answer

Royal Mail tracking can sometimes take a little time to update, even after your parcel has been dispatched.
If your tracking hasn't changed for a few days, please contact me with your order number and I'll check the latest information and help you work out what to do next.
If the parcel appears to be delayed or lost, I'll investigate it with Royal Mail and work with you to resolve the issue.

Question 11

Is it all vegan and cruelty-free?

Accepted Answer

Our products are cruelty-free, but not every product is vegan.
We do not test our products on animals, and we aim to work with suppliers who share the same approach.
Most of the range is vegan. The exceptions are:
Botanical Lip Balm — contains beeswax.
Oat Milk + Honey Soap — contains honey.

Question 12

My skin is sensitive — are your products suitable?

Accepted Answer

Our products are made with carefully selected ingredients, but “sensitive skin” can mean different things from person to person. We can't guarantee that every product will suit every skin type.
Each product page includes the full ingredient list, so you can check the formulation before purchasing.
If you're trying a product for the first time, patch testing is a sensible precaution. Stop using the product if irritation occurs.
If you have a diagnosed skin condition, known allergy or particular concern about an ingredient, it's best to seek advice from an appropriate healthcare professional before use.

Question 13

Are there nuts in any of it?

Accepted Answer

Some products contain sweet almond oil, and some contain shea butter. If you have a nut allergy, please check the full ingredient list on the relevant product page before ordering.
If you're unsure whether a particular product is suitable, please contact me before ordering and I'll be happy to help you check the ingredients.

Question 14

How long do things last, and is there an expiry date?

Accepted Answer

Each cosmetic product has its batch information and appropriate durability information on the packaging.
Shelf life varies by product and formulation, so please follow the best-before date or period-after-opening information shown on the product and store it as directed.
For products such as candles and other home-fragrance items, follow the storage and care guidance provided with the product.
If you're unsure about the age or storage of a product, please contact me before using it.

Question 15

Why is something showing as sold out?

Accepted Answer

Because Flora & Flame is made in small batches, some products may sell through before the next batch is ready.
I'd rather show something as sold out than take an order I can't fulfil. Nothing is discontinued without saying so.
If you're waiting for something in particular, leave your email on the product page and I'll let you know when it's back.

Question 16

Do you make custom or bespoke products?

Accepted Answer

Some products can be tailored for weddings, events and favours, including suitable gift sets or personalisation where possible.
I don't currently offer completely bespoke cosmetic formulations. If you have an idea, email me with the date, quantity, product you're considering and your budget, and I'll let you know what's possible.

Question 17

Can I return something?

Accepted Answer

Yes. If you've changed your mind about an online order, you can usually cancel within 14 days of receiving it. Please email me first and I'll explain how to return it.
For sealed cosmetic products, the cancellation right may not apply once the seal has been broken for health or hygiene reasons.
If something is faulty, damaged, incorrect or not as described, please contact me and I'll work with you to put it right. Your statutory rights are not affected.

Question 18

Something arrived broken.

Accepted Answer

I'm sorry. Please contact me as soon as possible with your order number and a photo of the item and packaging, if you can.
Please don't use anything that has arrived broken or appears unsafe.
I'll look into what happened and work with you to arrange the appropriate replacement, refund or other remedy.

Question 19

I reacted to something. What now?

Accepted Answer

Stop using the product and contact me.
Tell me which product you used, what happened and, if relevant, when you first noticed the reaction. Please don't continue using the product to see if it settles.
I may ask for the product's batch information and a few more details so I can review what happened.
If the reaction is severe or you are concerned about your health, seek appropriate medical advice.

Question 20

How long do refunds take?

Accepted Answer

Once a refund is due, I'll process it without undue delay and in accordance with the applicable consumer rules.
For a returned online order, refunds are generally made within 14 days of receiving the returned goods or appropriate evidence of return.
Refunds are normally made using the same payment method used for the original order.
If you haven't received your refund when expected, please email me with your order number and I'll check it for you.

Question 21

My candle has tunnelled or isn't throwing scent.

Accepted Answer

Candle performance can be affected by wick trimming, burn time, room size, draughts and how the candle is used.
If your candle is tunnelling, not burning as expected or you're disappointed with the scent throw, please contact me and tell me what has happened.
If possible, include a photo and let me know how long you've been burning it and how you've been caring for it. I'll take a look and help you work out what may be happening.
If you've followed the care guidance and something still doesn't seem right, I want to know.

Question 22

Who actually makes this?

Accepted Answer

Flora & Flame Ritual is made and run by me, from Pontefract, West Yorkshire.
I make the products, prepare the orders, answer the messages and keep an eye on every batch that leaves here.
It's intentionally small. Keeping it that way means I can stay close to what I'm making and to the people who buy it.

Question 23

Do you do markets?

Accepted Answer

Yes. You'll find Flora & Flame Ritual at selected markets and events around Pontefract, Wakefield, Leeds and further afield.
Upcoming dates will be shared on the website and through our social channels.
If you're nearby, come and say hello. I'd love to meet you in person.

Question 24

How do I contact you, and how quickly will you reply?

Accepted Answer

Email, phone or WhatsApp — you'll find all three on the Contact page.
Your message comes directly to me, so there's no customer-service team or ticketing system.
I aim to reply within one working day. If you call while I'm making or packing orders and I miss you, leave a message or send an email and I'll get back to you as soon as I can.

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