Frequently Asked Questions

How long does shipping take?

Within the UK, shipping usually takes 3-5 working days after dispatch.
Internationally this can widely vary depending on several factors, but usually takes 2-4 weeks after dispatch.

All orders are dispatched via Royal Mail within the UK. Internationally, these parcels will be delivered by your local courier. Please note that International orders may incur custom fees & taxes which we are not liable for.

International Orders Customs Charges

Please note that The Lost Cauldron is not responsible for any customs fees, duties, or additional charges that may be imposed by your local government upon the import of your order. Customs authorities may hold your parcel, and based on its value, they may apply fees or duties that are payable by you as the recipient. We recommend checking with your country's customs office for more information on potential charges before placing your order.

When will my order be dispatched?

We generally try to dispatch orders within 5-10 working days, however due to popular demand, this may take a little longer depending on the product you have ordered. Please note, our exclusive wands are handcrafted on demand and take 3-4 weeks to manufacture. The entire order will be delayed until the wands are completed.

My order hasn’t arrived, what should I do?

If your parcel hasn’t arrived within the mentioned timeframe, please e-mail orders@lostcauldron.com.
Occasionally, shipping can take a little longer than expected, however all parcels are fully tracked.

Can I track my order?

All orders are fully tracked.
Once dispatched, you should receive an e-mail or text notification with tracking information.

There is something wrong with my order.

We are really sorry if we've made a mistake.
If we have sent you an incorrect item, or there is a fault with one of your products, please contact orders@lostcauldron.com and we will resolve this for you.

My wax melt bar broke in transit.

At our store, we carefully package each wax melt snap bar to ensure it reaches you in the best possible condition. However, due to the nature of the product, these bars are designed to be broken into smaller pieces for use. As such, we do not offer replacements if a bar arrives broken, as this does not affect its quality or usability. We appreciate your understanding and hope you enjoy your wax melts!

How soon do you reply to e-mails?

We aim to reply to every email within 24 to 48 hours Monday - Friday.

Can I collect my order from the Matlock Shop?

We’re sorry, but this is not possible.

If I have problems, can I ask for help in the Matlock Shop?

We’re sorry, but this is not possible. Please email orders@lostcauldron.com for Online Order support.

Have a different question about online orders?

If you can’t find the answer you need here, please email orders@lostcauldron.com,
we shall get back to you as soon as possible.

I have a question for the Matlock Shop, how can I contact them?

Head on over to the Matlock Shop page for more information on how to contact the Matlock Shop.