Everything you need to know about Pivlox fragrance, orders and delivery. Can't find your answer? Email us at info@pivlox.shop.
Orders & Delivery
How long does delivery take?
Standard UK delivery takes 3–5 working days. Express delivery arrives within 1–2 working days. Orders placed before 1pm on a working day are usually dispatched the same day.
Is delivery free?
Yes — UK delivery is free on all orders over £40. Below that, standard delivery is £3.95.
Do you deliver outside the UK?
Not at the moment. We currently deliver across the United Kingdom only, but we're working on bringing Pivlox to more countries soon.
How do I track my order?
Once your order is dispatched, you'll receive an email with a tracking link. You can also visit our Track Order page and enter your order number.
Can I change or cancel my order?
If your order hasn't been dispatched, we'll do our best to help. Email us at info@pivlox.shop as quickly as possible with your order number. Once an order has left us, it will need to be returned under our normal returns policy.
Our Products
What are your candles made from?
Our candles are hand-poured using natural, vegan-friendly wax blends and perfumer-grade fragrance oils. They're free from paraffin, cruelty-free and made in Britain.
How long do your candles burn for?
Burn time varies by size. Most of our candles offer between [ CHECK: e.g. 20 ] and [ CHECK: e.g. 45 ] hours of fragrance. You'll find the exact burn time on each product page.
How long does a reed diffuser last?
A Pivlox reed diffuser typically scents a room for 8–12 weeks, depending on room size, temperature and airflow. Turn the reeds every few days to refresh the fragrance.
How do I use wax melts?
Place one wax melt in the dish of an electric or tealight wax burner. The wax melts gently and releases fragrance without a flame — ideal for bedrooms and homes with children or pets.
Are your products vegan and cruelty-free?
Yes. Our fragrances are never tested on animals, and our waxes are vegan.
Are your products suitable for people with allergies?
Our fragrances contain natural and synthetic aromatic compounds. If you have a known fragrance sensitivity, please check the ingredient information on the product page or contact us before ordering.
Candle Care & Safety
How do I get the best from my candle?
On the first burn, let the wax melt all the way to the edges of the vessel — this usually takes 2–3 hours and prevents tunnelling. Trim the wick to about 5mm before each burn for a clean, even flame.
How long should I burn a candle at a time?
Never burn a candle for more than 4 hours in one session. Allow it to cool fully before relighting.
Candle safety
Always burn candles on a heat-resistant surface, away from draughts, curtains and anything flammable. Never leave a burning candle unattended, and keep out of reach of children and pets. Stop burning when around 10mm of wax remains.
Gifting
Do you offer gift wrapping?
Our gift sets arrive beautifully packaged and ready to give. [ CHECK: add a line here if you offer separate gift wrapping or gift notes. ]
Can I send an order directly to someone else?
Yes — simply enter their address as the delivery address at checkout.
Do you sell gift cards?
[ CHECK: Answer yes or no. If yes, add the link. Shopify can issue gift cards under Products → Gift cards. ]
Returns & Refunds
What is your returns policy?
You can return any unused item within 30 days for a full refund. Full details are on our Delivery & Returns page.
My order arrived damaged — what do I do?
Email info@pivlox.shop within 48 hours with photos of the item and packaging, and we'll arrange a replacement or refund straight away.
When will I get my refund?
Once we receive and check your return, we'll issue your refund within 5 working days to your original payment method.
Account & Contact
Do I need an account to order?
No — you're welcome to check out as a guest. Creating an account simply makes it faster to reorder and track your purchases.
How do I contact you?
Email us at info@pivlox.shop or message us on WhatsApp using the button on our site. We typically reply within one working day, Monday to Friday.