FAQ
What makes your product different from other candles, bath bombs & other bath & body products?
All of our products contains a surprise jewellery inside price range between £5 up to £2,500 for each candle or bath bomb made by Diamond Empire. Also If you don't want to take a part with win a jewellery inside our products you can choose a option without jewellery which is relatively cheaper.
CONCERNS OF ORDERS
Do I track my order?
You can track your order by using the courier tracking link found in your order confirmation email.
What is your Returns & Exchange Policy?
Our returns and exchange policy can be found by clicking here.
Can I change my delivery address after placing my order?
Once an order has been placed, changes to the delivery address can only be made if the order has not been processed. Once an order has been processed, unfortunately no further changes can be made. To request a change to your delivery address, please contact one of our friendly Online Customer Service Representatives who will be able to assist you.
How do I get my tracking number?
Your tracking number can be found on the Shipping confirmation email we sent you. If you see nothing on your inbox, please try to check your Spam/Junk folder. If in case you still did not received any or perhaps accidentally deleted the Shipping Confirmation email, please contact our Online Customer Service team with your order number and we'll be glad to help.
I am missing an item?
Please send us an email at info@diamondempirecandles.co.uk and send through your order #, photos showing the items received and the name of the missing item.
I received a broken product
Simply send two photos and your order #
1.Showing the broken items(s)
2. The packaging including filler and our friendly Online Customer Service Team who will be more than happy to assist.
I received the wrong item!
Simply send a photo of your order items and your order number # to our Online Customer Service Team who will be more than happy to rectify your order issue for you.
My delivery hasn't arrived?
Our items are delivered by UPS|FedEx|DHL|USPS and can take up to 10 business days depending on which delivery method you have selected and location of your delivery address. If you still have not received your delivery after 10 business days, please contact our Online Customer Service Team who will be able to assist you.
My tracking information is blank?
Sometimes, the tracking information will not manifest in our system and with the couriers right away. Rest assured that once you get a notification with your tracking information via email, then your delivery has been shipped and is on its way!
What delivery types do you offer?
At Diamond Empire, we offer a variety of delivery options to meet our customers needs. You can view our delivery options at here.
When am I going to receive my order?
All orders are processed and shipped from our warehouse in Coventry and we aim to dispatch your order within 2-4 business days. Additional delays might happen due to increased volume of orders and holiday periods. Rest assured we are working hard to get your orders dispatched in a timely manner.
To know more information about our Shipping please click here .
CONCERNS OF PRODUCTS CANDLES
What are the safety precautions I need to know before burning my candle?
Before burning your candle, ensure it is placed on a heat-resistant surface, away from flammable items. Trim the wick to ¼ inch and allow it to burn for 3-4 hours to prevent tunneling.
My candle is tunneling, how can I fix it?
To fix tunneling, let your candle burn until the entire top layer melts evenly. Trim the wick and ensure a full melt pool on future burns.
My candle has separated from the jar, what should I do?
Due to cold weather, our soy wax collapse sometimes and this causes the separation of the wax from the jar. Rest assured that there is nothing wrong with the candle and it does not at all affect its burn quality. To fix this, simply light your candle following the recommended time of 3-4 hours to melt the sides and this will naturally make the wax adhere to the jar again.
My candle is not burning evenly. What should I do?
During the manufacturing process, we inspect every candle before they are boxed to ensure the highest quality and correct wick placement. During burning, the wicks can settle off centre if the lighting instructions are not followed before each light.The wicks that we use are able to melt the candle so that the wax burns evenly on the edge of the jar to create an even wax pool. We suggest that you burn the candle for 3-4 hours at a time to allow it to reach the melt pool on the edge of the jar to prevent tunnelling in the future. Just remember to trim the wicks to 6 mm before each lighting.
For even burning, ensure a level surface, and allow the candle to burn long enough to achieve a full melt pool.
My candle jar has black spitting. What should I do?
Black spitting can occur when the wick is too long. Trim it to ¼ inch, ensure proper ventilation, and avoid drafts.
We put all of candle safety precautions in the bottom of the glass jar , please make sure to follow it so you can enjoy your candle safely.
My candle looks frosted?
Frosted appearance is normal and indicates the use of natural waxes. It does not affect the candle's quality or performance.
What is your candle made of?
Our candles are made of high-quality soy wax and blended with premium fragrance oils. In addition, carefully designed by our wonderful creators.
There is liquid on my candle?
Liquid on your candle may indicate a high oil content or harmless liquid called Soy Sweat. Trim the wick, let the excess oil evaporate, and ensure proper burning conditions.
What is the giant ball at the end of my wick?
The giant ball at the end of the wick is called a "mushrooming" effect. Due to our candles being triple scented, the high fragrance load creates this mushroom during and after burning. Trim it to ¼ inch to prevent soot and improve burning performance.
What size are your candles?
Our candles are approximately 16 cm in height, and 8.5 cm in diameter. Wax weight is approximately 624 grams with our Candle weight being approximately 1.4 kg.
Our Candle burn up to 120 H. The all candles come with luxury looking package box! Ideal for present.
I'm not happy with the scent of the candle what we can do about it ?
We want you to be happy with your scent choice. Contact our customer support team, and we'll assist you with finding a suitable replacement or refund. Customer Support Team
BATH BOMBS
My tub got stained from your bath bombs. How I can clean it?
This can happen especially with older tubs that are a bit porous. To resolve this, if you fill the tub (above the line where you're seeing colour) and add about 1/2 cup of baking soda and let it soak, it will help the colour to lift. After that, take a lemon, cut it in half, and rub it over the affected area.
This should help remove any colour left over!
I have allergies. Can I use your products?
If you have allergies, please review the ingredient list on our website. Consult a healthcare professional if needed.
What are the ingredients in your bath bombs?
Our bath bombs contain ingredients such as baking soda, citric acid, epsom salt, essential oils, and natural colorants. Refer to the product description for specific details.
How to use your bath bombs?
To use our bath bombs, fill your bathtub with warm water, drop the bath bomb in, and enjoy the fizzing and aromatic experience.
Can you take a shower after using your bath bombs?
Yes, you can take a shower after using our bath bombs. The essential oils and moisturizing ingredients will leave your skin feeling refreshed.
How do I know if your bath bomb are safe?
Our bath bombs are crafted with high-quality ingredients and undergo rigorous testing to ensure safety. Follow the usage instructions for a safe bathing experience.
How do you choose a bath bomb?
Choose a bath bomb based on your preferred scent, desired skin benefits, or mood-enhancing properties. We offer a variety to suit different preferences.
Will your bath bombs help my skin?
Our bath bombs can provide moisturization and relaxation benefits to your skin. For specific skin concerns, consult a dermatologist.
How will your bath bomb help me relax?
Our bath bombs create a spa-like experience with their soothing scents, colors, and effervescence, helping you unwind and promote relaxation.
Can your Bath Bombs help with acne?
While our bath bombs may not specifically target acne, the gentle cleansing and moisturizing properties can help maintain healthy-looking skin.
How many times a week should I use your Bath Bombs?
You can use our bath bombs as often as desired. Start with once a week and adjust according to your preference and skin sensitivity.
What is your Bath Bombs & how does it work?
Our bath bombs are effervescent balls that dissolve in water, releasing aromatic scents, moisturizing ingredients, and often containing surprise jewelry inside.
Your Bath Bombs contain jewellery too?
If you opted for a bath bomb with a piece of jewellery surprise, offering an extra delightful experience.
BODY SUGAR SCRUB
What are the ingredients in your Body Sugar Scrub?
Our Body Sugar Scrub ingredients typically include sugar, essential oils, carrier oils, and skin- nourishing additives. Check the product description for specific details.
How many times a week should I use your Body Sugar Scrub?
Use our Body Sugar Scrub 2-3 times per week for best results. Adjust the frequency based on your skin's needs and sensitivity.
Your Body Sugar Scrub help my skin?
Our Body Sugar Scrub helps exfoliate and moisturize the skin, leaving it feeling smooth and refreshed.
Can I use your Sugar Body Scrub on my face?
Our Sugar Body Scrub is not recommended for facial use. It's best suited for body exfoliation.
What is a body Sugar Scrub?
A body Sugar Scrub is a granulated mixture used for exfoliating the skin, removing dead cells, and leaving it soft and renewed.
When should you use our Body Sugar Scrub?
Use our Body Sugar Scrub during your regular bathing or showering routine. Gently massage it onto wet skin, then rinse thoroughly.
Can your Sugar Scrub help with acne?
While our Sugar Scrub is not specifically formulated for acne treatment, the exfoliating and moisturizing properties may help promote healthier-looking skin.
Why our Body Sugar Scrub is the best for your skin?
Our Body Sugar Scrub is carefully crafted with high-quality ingredients, providing effective exfoliation and moisturization for your skin.
What is your Body Sugar Scrub & how does it work?
Our Body Sugar Scrub is an exfoliating product that works by removing dead skin cells, leaving your skin feeling smoother and revitalized.
Can I use your Body Sugar Scrub for shaving?
Our Body Sugar Scrub can be used for shaving, as it helps exfoliate and soften the skin, allowing for a closer shave.
Your Body Sugar Scrub contain jewellery too?
If you opted for a body sugar scrub with a piece of jewellery surprises, adding a delightful element to your skincare routine.
How do I know your Body Sugar Scrub are safe?
We prioritize safety and quality. Our Body Sugar Scrubs undergo thorough testing to ensure they meet safety standards for use on the skin.
What is a variation no jewelry mean?
The variation "No Jewelry" means that specific product does not include jewellery surprises.
Can I buy the same product without jewellery on your website?
Yes, you can purchase products without jewellery on our website. Simply choose this variation ' No Jewelry' from the variation list.
JEWELLERY
What's the value of my jewellery?
The value of your jewelry surprise can vary. We provide a wide range of options, including Sterling Silver and occasional chances to win valuable pieces.
Can I choose my jewellery surprise design?
The design of the jewelry surprise is randomly selected to add excitement and surprise to your purchase.
Do I get a chance to win a £2500 jewellery on top of getting a Sterling Silver jewellery ?
In addition to receiving a Sterling Silver jewellery surprise, you also have a chance to win a £2500 jewellery piece as part of our special monthly giveaway.
How do I care for my Sterling Silver Jewellery?
To care for your Sterling Silver Jewellery, clean it regularly with a soft cloth and avoid exposing it to harsh chemicals or excessive moisture.
I've ordered a wrong size. Can I have it changed?
If you've ordered the wrong size, please contact our customer support team for assistance with an exchange.
How I can check value of my jewellery?
The value of your jewellery you can check in check your code tab.
My code is not working. What I can do ?
If your code is not working, ensure it is entered correctly and meets any specific conditions. Contact our customer support team for further assistance.
My ring doesn't fit. Can I exchange?
If your ring doesn't fit, we offer an exchange policy. Reach out to our customer support team, and we'll guide you through the process.
What is a sterling silver Jewellery?
Sterling Silver Jewellery is made from a high-quality silver alloy containing 92.5% silver and 7.5% other metals for durability and strength.
What does RRP mean?
RRP stands for "Recommended Retail Price," indicating the suggested selling price for a product.
How can I safely remove jewellery from your products?
To safely remove jewellery from our products, carefully retrieve it using tweezers or a spoon, ensuring the surrounding area is clean and dry.
REWARDS PROGRAM
Do you have a rewards program?
Yes, we have a rewards program. Earn points for purchases and activities, and redeem them for free products, discounts, and special offers.
How long are Diamond Points valid for?
Diamond Points have expiration period of 1 year. You can stack your points until they reach an expiration date.
Why is my Rewards Points not showing?
If your Rewards Points are not showing, ensure you are logged into your account and allow some time for the system to update. Contact our customer support if the issue persists.
What is a free products each month on your rewards program?
Our rewards program includes the opportunity to receive a couple of free product each month once you hit approbate level of your points as a token of appreciation for your loyalty. Our free products are exchange every month.
At Diamond Monthly Levels, the range of free products unlocked at each level varies from month to month.After unlocking a given Level, a Pop-up will pop up with the option of choosing the jewellery variant that is available to us.If we do not use the free product that we have to use, it does not pass to us for the next month, it is simply lost to us along with the accumulated points and unlocked levels. The new fun begins again with the start of a new calendar month.
LOW PRICE ZONE
What is a Low Price Zone on Your website?
The Low Price Zone on our website is a special section where we offer discounted prices on select products. It allows customers to access exclusive deals and enjoy savings on their purchases.
Why Low Price Zone only offer access for 24 Hours?
The Low Price Zone offers access for 24 hours to create a sense of urgency and ensure that customers have a fair opportunity to take advantage of the discounted prices. This limited-time availability helps us manage inventory effectively and enable all customers to take advantage of our offer.
Why are the products in your Low Price Zone so cheap?
The products in our Low Price Zone are offered at discounted prices for various reasons. These discounts may be a result of promotional campaigns, seasonal sales or special deals. We aim to provide our customers with affordable options and value for their money. Rest assured that despite the lower prices, the quality and integrity of the products remain uncompromised. We strive to offer a wide range of products at competitive prices to cater to different budgets and provide a satisfying shopping experience.
PAYMENT
How Many coupons I can use on the same order?
You can typically use one coupon per order, unless stated otherwise in the coupon terms and conditions.
My promo code not working. Why?
If your promo code is not working, please ensure that you have entered it correctly, including any capitalization or expiration date. Promo codes may also have specific conditions or limitations. If the issue persists, feel free to reach out to our customer support team for further assistance.
What is a payment method on your website ?
We offer various payment methods on our website to provide convenience and flexibility for our customers. You can typically choose to pay using major credit cards such as Visa, Mastercard, American Express, or Discover.
Additionally, we offer alternative payment options such as PayPal, Apple pay, Google Pay, Klarna or Clearpay. Rest assured that all payment methods are secure, protecting your sensitive information during transactions. Simply select your preferred payment method at checkout and follow the instructions to complete your purchase.
CONTACT US
How can I contact you?
You can contact us through our website's contact page, where you'll find a form to submit your inquiry. Alternatively, you can reach out to our customer support team via emailinfo@diamondempirecandles.co.uk We strive to provide prompt and helpful responses to all customer inquiries.