top of page

Frequently Asked Questions

  • What are your products and packaging made from?
    Wax Melts Our wax is 100% natural ecosoya wax. It’s an excellent choice for vegans as no animal products are used in its manufacture and it’s not tested on animals either. It is a sustainable wax and also biodegradable. Candles Our wax is 100% natural. It is a unique blend of hydrogenated rapeseed and soybean oils. It is vegan and cruelty free. Packaging Any glitter used is biodegrable. Our glitter is plant based and blended with Bioglitter®. All types of Bioglitter® are made using ethically and sustainable sourced raw materials; primarily eucalyptus from responsibly managed plantations operating to PEFC™ standards. Mica is made of natural, high quality glimmer and is non-toxic, harmless, skin-friendly and with no smell. Our Labels are made with Eco friendly water based glue. The 'plastic' labels you find on our diffusers, candles and their packaging is eco friendly plastic. They are made from woodpulp so it's recyclable and compostable... and they're vegan! Our glass jars with our miniature melts can be recycled. The spoons are made from wood. Our vellum paper (used in our order packaging) and ink are environmentally friendly and recyclable. Our snap bar clamshells are manufactured in the U.K. and are made of 700 micron plastic. Not only are they 100% recyclable they are also made with 88% recycled plastic. The bags that our slabs come in are biodegradable and compostable. They are made from vegetable starch.
  • Are you CLP compliant?
    We are fully CLP compliant. All our wax melts, candles, room sprays and reed diffusers have the correct CLP information on the packaging. This is located on the back of our wax melts and underneath on our diffusers and candles. You will find our business name, a contact number for emergencies and a postal address. For your convivence, we have attached all the CLP information to each product listing online so you can view it before purchasing. CLP is classification, labelling and packaging of substances and is a legal requirement. European Regulation (EC) No 1272/2008 on classification, labelling and packaging of substances and mixtures came into force on 20 January 2009 in all European Union (EU) Member States, including the UK.
  • Do you take custom orders?
    Yes, we’re more than happy to take custom orders. Please get in touch to discuss your requirements! Whether it's for one special melt or a batch for a baby shower or wedding favours we can accommodate all your needs. We offer some options available in our 'gifts' section on the website however if you wish to customise these in a way that isn't offered - send us a message. If you require personalisation (i.e. a custom label for your candle, diffuser or the box, please contact us before placing your order so we can discuss all the details and make sure the label is absolutely perfect for you!
  • Are you insured?
    Yes we are insured! If you are a wholesaler or if you require to see our insurance then please pop us a message and we can provide proof of insurance.
  • What is the East Grinstead free delivery code?
    Please enter EGFREE at checkout for your free local delivery to East Grinstead only.
  • How else can I contact you?
    We are always available 24/7 on any social media @theosofsussex or via email
  • What is Clearpay?
    Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly. The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.
  • How do I use Clearpay?
    Just shop on Merchant Site and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex). If you've used Clearpay before, just log in to your Clearpay account. Then complete your order!
  • Where can I use Clearpay?
    Take a look at the ​Clearpay Shop Directory​ to check out our amazing partners where you can use Clearpay.
  • Who can use Clearpay?
    Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address. Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account. Other eligibility criteria apply. See Clearpay Terms of Service for further details.
  • How does the Clearpay payment schedule work?
    Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase. If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly. You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
  • What if I can't pay a Clearpay instalment?
    If you cannot make a payment, please contact Clearpay here. As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay. Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less. Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
  • When will my items be delivered if I use Clearpay?
    Clearpay orders are delivered within our standard delivery timeframes like any order from Theo's of Sussex.
  • Is there a limit to how much I can spend on a single Clearpay transaction?
    Yes, your order value including shipping must be between £1 and £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
  • Can I use another form of payment with Clearpay?
    Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.
  • How do I return or exchange an item purchased with Clearpay?
    Items purchased with Clearpay follow our standard return process. Please note, refunds for Clearpay purchases will be refunded from Theo's of Sussex to Clearpay. We cannot provide an exchange or cash refund. When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed the receipt of any return goods, you will be liable to continue to make your payments to Clearpay. You can view the details by logging in to your Clearpay account.
  • Where can I find out more about Clearpay?
    Visit the Clearpay website h​ere ​for a comprehensive list of FAQs, Clearpay Terms of Service ​here, and Privacy Policy h​ere​.
bottom of page