Shipping & Delivery
How long will my order take to arrive?
We aim to dispatch all orders within 2 to 3 working days. Standard UK delivery typically takes 3 to 5 working days once dispatched.
Will I receive tracking information?
Yes, you will receive a confirmation email with tracking details as soon as your order is on its way.
Do you ship internationally?
We currently ship within the UK. For international enquiries, please get in touch and we'll do our best to help.
What if my order arrives damaged?
We're so sorry if this happens. Please contact us within 48 hours of delivery with a photo of the damage and we'll make it right. If you're contacting us about an order, please include your order number for faster service.
Returns & Refunds
What is your returns policy?
If you're not completely satisfied, please contact us within 14 days of receiving your order. Items must be unused, in their original packaging, and in a resalable condition to be eligible for a return.
Can I return an opened product?
For hygiene reasons, we are unable to accept returns on opened or used products. Personalised or sale items are also non-refundable unless faulty.
How long does a refund take?
Once your return is received and inspected, we'll process your refund within 5 to 7 working days to your original payment method.
What if my item is faulty?
Please email support@bougiehermit.com straight away with your order number and a photo of the fault. Faulty items are always eligible for a full refund or replacement, regardless of whether they've been opened.
Candle Care
How do I get the best burn from my candle?
On the first burn, allow the wax to melt all the way to the edge of the vessel (1 to 3 hours depending on size). This prevents tunnelling and ensures an even burn throughout the life of your candle. Read our full guide: Get The Perfect Flame.
How should I trim the wick?
Before every burn, trim the wick to a quarter inch (approximately 5 to 6mm) using a wick trimmer. This keeps the flame clean and steady and prevents soot from forming.
Why does my candle have a wooden wick?
All Bougie Hermit candles feature wooden wicks, which create a beautiful, distinctive crackle when burning. They may need relighting on the first burn, which is completely normal. Trim wooden wicks to an eighth of an inch and remove any charred bits before each use.
How long can I burn my candle for?
Never burn your candle for more than 4 hours at a time. Allow the wax to cool and fully solidify before relighting. Always keep your candle away from draughts, which can cause uneven burning and a shortened burn time.
When should I stop using my candle?
Discontinue use when approximately 10mm of wax remains in the vessel. To extinguish cleanly, use a candle extinguisher or wick dipper rather than blowing it out, as this reduces smoke and keeps your space smelling fresh.
Are your candles safe?
All Bougie Hermit candles are vegan, cruelty-free, and phthalate-free, hand-poured in the UK. Never leave a burning candle unattended, and always keep away from children, pets, draughts, and flammable materials. Place on a stable, heat-resistant surface at all times. Our glass tealight holders are a great option.
Do you sell candle care accessories?
Yes, complete your ritual with our home fragrance accessories, including a wick trimmer, candle extinguisher, and glass tealight holder. For more tips, visit our Blog Journal.
Reed Diffuser Care
How do I set up my reed diffuser?
Insert the reeds into the diffuser oil and allow them to absorb the fragrance for a few hours before flipping them for the first time.
How often should I flip the reeds?
Flip the reeds every 1 to 2 weeks to refresh the scent. More frequent flipping will intensify the fragrance but reduce the overall longevity of the oil.
Where should I place my diffuser?
Choose a well-ventilated spot away from direct sunlight, heat sources, and air conditioning units, all of which can cause the oil to evaporate more quickly.
Is the diffuser oil safe around children and pets?
Please keep out of reach of children and pets. Avoid contact with eyes, skin, and polished or painted surfaces, as the oil may cause damage.
I want fragrance without a flame. Is a diffuser right for me?
Absolutely. Our reed diffusers are a beautiful flame-free option. You might also love our aroma melts (used with a wax melt warmer) or our room mists. Discover more inspiration on our Blog Journal.
Room Spray Care
How do I use my room mist?
Hold the bottle upright and spray into the centre of the room, allowing the mist to settle naturally. Avoid spraying directly onto fabrics, furniture, or polished surfaces.
How should I store my room mist?
Store in a cool, dry place away from direct sunlight and heat. Always keep the cap on when not in use.
Is the room mist safe to use around children and pets?
Our room mists are for room use only. Keep away from eyes and open flames, and out of reach of children and pets.
Can I layer my room mist with other Bougie Hermit products?
Yes, scent layering is one of our favourite ways to create atmosphere. Pair your room mist with a matching candle or reed diffuser for a richer, more immersive fragrance experience. For ideas, head to our Blog Journal.
Wholesale Enquiries
Do you offer wholesale?
Yes! We'd love to work with independent retailers, boutiques, spas, and lifestyle stores who share our passion for luxury, vegan home fragrance. Visit our Wholesale & Trade page for full details.
What are your minimum order quantities?
We work with stockists of all sizes. MOQs and pricing details are available on our Wholesale & Trade page, or email us at support@bougiehermit.com with the subject line Wholesale Enquiry to discuss what works for your business.
Can I order samples before committing?
Yes, a sample pack is available for prospective stockists. Ask us about our trade sample service when you get in touch.
Do you offer regional exclusivity?
Regional exclusivity may be available for established retail partners. Please enquire for details.
Do you offer white label or private label products?
Yes, we offer white label candles and home fragrance for brands looking to launch their own line. Visit our White Label page for details.
How do I apply to become a stockist?
Email us at support@bougiehermit.com with your business name, location, and a brief description of your store. We'll be in touch within 2 to 3 working days.
Contact Us
How can I get in touch?
We're always happy to hear from you. Visit our Contact page, email us at support@bougiehermit.com, or message us on Instagram at @bougiehermit.
How quickly will you respond?
We aim to respond to all enquiries within 24 to 48 business hours, Monday to Friday, 9am to 5pm. Please note our team is not available on weekends or UK bank holidays.
What should I include in my message?
If your enquiry is about an order, please include your order number and a brief description of your question or issue, as this helps us resolve things quickly. For product questions or scent recommendations, just tell us your preferences and we'll guide you.
Where can I find out more about Bougie Hermit?
We'd love for you to get to know us better. Read Our Story, explore our Blog Journal, or find out about our Charity Partnership with HomeStart Greenwich.
