QUESTION CORNER

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How do I use my Bear Burners goodies?

We want your candles to glow their best! All of our products arrive with Candle Care & Usage Guides for tips and tricks to make your Bear Burners last longer and shine brighter. You’ll be a candle care pro in no time!

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Are your products eco-friendly?

Absolutely! Our candles are made with 100% environmentally friendly wax blends—no paraffin, no beeswax, just pure vegan-friendly goodness. We’re super proud that all our products are cruelty-free, and we only work with suppliers who feel the same way.

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Do you ship worldwide?

Yes, we do! Wherever you are, we’d love to send a little Bear Burners magic your way. Just pop your address in at checkout, and we’ll calculate shipping for you. Keep in mind there might be extra taxes or duties depending on your country, but it’s so worth it!

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When will my order arrive?

Here’s the lowdown on delivery times:

• Bespoke Orders: Custom creations take a little extra love! We need about 10 days to make, cure, and perfect your order.

• Pre-made Orders: Place your order before 2 PM (Monday–Friday), and we’ll send it out the same day. If it’s after 2 PM, don’t worry—we’ll ship it the next working day.

• Delivery Time: Once the carrier picks up your parcel (around 2 PM weekdays), it’s on its way to you!

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Can I return my order?

Of course! We accept returns within 30 days of delivery if your item is unused and in its original condition. You can choose an exchange, store credit, or a refund—it’s up to you!

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A few quick notes:

• Custom-made items are super special, so they’re not eligible for returns.

• You’ll need to cover the return shipping cost.

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Tell me about subscription boxes!
Our subscription boxes are the perfect way to keep your Bear Burners stash stocked. Boxes are billed monthly, with your first box shipping the month after you sign up. For example, sign up in March, and your first box will ship in April—like a little monthly gift to yourself!

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Want to cancel? No problem! Just log into your account or cancel through PayPal anytime.

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How do I change the delivery address for my subscription?

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Moving house or sending your subscription somewhere new? We’ve got you — just let us know before your next renewal. we'll be able to get your upcoming delivery adjusted. However, because of how our system works, updating your address in your account (or in Stripe/PayPal) won’t automatically change where your future subscriptions get sent. To make sure everything arrives at the right door, you will need to cancel your current subscription and set up a new one with the updated address — quick and easy.

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How can I cancel my subscription?

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We totally understand if you need to cancel, and we’ve made it as simple as possible, you don't need to contact us; 

• If you paid via PayPal:
  👉 Simply log in to your PayPal account, go to Settings > Payments > Manage Automatic Payments, and cancel your subscription there. You’ll still receive your final box, no worries!

• If you paid via Direct Debit or Bank Transfer:
  👉 You can also cancel directly through your bank. Please note, you’ll still get your last box, and we’ll make sure everything is handled on our end!

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What if something’s wrong with my order?

If your order arrives damaged, incomplete, or just not quite right, please let us know within 7 days. Send us your order number, a description of the issue, and some photos (including the shipping label), and we’ll fix it as quickly as we can.

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How does your Loyalty Program work?

We LOVE rewarding our Bear Burners family! Earn points with every purchase and use them to save on future orders. Points are valid for 12 months, so don’t forget to redeem them before they expire!

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How can I contact you?

We’d love to hear from you! You can use our Contact Us form anytime, and we’ll reply within 48 hours during business hours. For urgent questions, email us at hello@bearburners.co.uk—we’ll get back to you ASAP!

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Still have questions?

No problem at all! Whether you’re wondering about your order, need candle care advice, or just want to chat about your favorite Bear Burners scents, we’re here for you. Drop us a message—we can’t wait to help!