Subscription Support & FAQs
Trials/Active Subscriptions
How do the trials work?
The trial period applies to new subscribers. We provide a free or discounted, no-obligation 14-day trial period, allowing you to experience our candle subscription boxes. No charges will be debited from your account during this trial period (except for circumvention of the terms).
Expect delivery of your trial box within 8 working days. Should you decide not to continue participating, you can swiftly cancel your subscription during the remaining days. This will conclude your trial and prevent an active subscription from starting. Should you decide against cancelling, your subscription will become active and our cancellation policy will be enforced. We cannot cancel subscriptions prior to your trial box being shipped, without also cancelling your free trial. In that instance, you may be given the option to prepay for your first paid box.
By verifying your payment details, you agree to the monthly charge. No charges will occur during the trial period (except for circumvention of the terms). Subsequently, debits will take place on the 1st of each month, with boxes delivered between the 25th and 31st of the same month.
Can I take out multiple trials?
Our terms of service only allow one trial of each subscription box per billing or shipping address. In the event that a customer attempts to circumvent these terms, our system will either cancel the trial order or will seek to trigger a prepayment for the subsequent month's box. If prepayment is successful, then the trial box will be delivered within the 8 working days and the subsequent box will be delivered in accordance the normal schedules.
A prepayment does not affect the 14 day trial period, in which the subscription can still be cancelled with no further notice period.
What do I get in my box?
That depends on your chosen subscription box!
Every box contains at least an exclusive candle, gift(s), matches and a story.
Are the boxes seasonal?
All of the products in our boxes have a great story that is detailed within. Where possible, and often, the exclusive candles and gifts are appropriate for the season.
What type of candle will I receive?
All of our subscription boxes contain high-quality, exclusive candles that will look lovely in your home. Each month's candle will look, feel and smell different so you're treated to a nice surprise!
Delivery
Where do you ship to?
We currently ship to anywhere in the UK! Keep an eye out for us branching out further...
How much does delivery cost?
Shipping is free to the UK for all of our subscriptions and products.
How long does delivery take?
Our trial boxes will be delivered within 8 working days.
Our monthly subscription boxes are delivered between the 25th and 31st of the month in which payment was taken.
All of our boxes are shipped with Royal Mail Tracked48.
When do you ship subscriptions?
Our trial boxes will be delivered within 8 working days.
Our monthly subscription boxes are delivered between the 25th and 31st of the month in which payment was taken.
Payments
How do you take payment for subscriptions?
Your first payment/authorisation will be taken as soon as you start your subscription. We then take all future subscription payments on/around 1st of each month via the registered payment method.
Can I change my payment method?
Absolutely! You can do this from your account here.
What are prepayments?
Our terms of service only allow one trial of each subscription box per billing or shipping address. In the event that a customer attempts to circumvent these terms, our system will either cancel the trial order or will seek to trigger a prepayment for the subsequent month's box. If prepayment is successful, then the trial box will be delivered within the 8 working days and the subsequent box will be delivered in accordance the normal schedules.
A prepayment does not affect the 14 day trial period, in which the subscription can still be cancelled with no further notice period.
Pause/Cancel
How does pausing/reactivating work?
Pausing
You can easily and quickly pause an active subscription via your online account or by contacting us a help@wikk.co.uk. Your account will be paused until you reactivate via your online account or contact us and instruct that we reactivate for you, for a maximum period of 6 months. After which, it will be reactivated automatically.
Our notice period applies to account pauses. Once you pause your account, you will be immediately charged as a prepayment for the following month's box. Your payment method will then not be charged until your account is reactivated.
Example: If you pause on 10th January, you will be immediately charged for your February subscription fee. Your January box will be delivered between 25th and 31st January and your February box will be delivered between 25th and 28th February. There will no further payments or deliveries until your account is reactivated.
Reactivating
You can easily and quickly reactivate a paused subscription via your online account or by contacting us a help@wikk.co.uk. Your payment method will be charged immediately as a prepayment for the following month's box.
Example: If you reactivate on 20th March, you will be immediately charged for your April subscription fee. Your box will be delivered between 25th and 30th April, and payments/deliveries will follow the normal subscription schedule from May.
How do I cancel my subscription?
Trial Period
Would you like to prevent your 14-day trial period converting into an active subscription? You'll receive your trial box within 8 working days. Once you've received it, you can swiftly cancel your subscription during the remaining days. This will conclude your trial and prevent an active subscription from starting.
We cannot cancel subscriptions prior to your trial box being shipped, without also cancelling your free trial. In that instance, you may be given the option to prepay for your first paid box.
Active Subscription
Once the 14-day trial period ends and you're in an active subscription, a notice period applies. If you cancel between 1st and 25th of the month, your payment method will be immediately charged for one final time as a prepayment for the following month's box. If you cancel between 26th and 31st of the month, your payment method will be immediately charged twice as prepayments for the following two month's boxes.
Example: If you cancel on 10th January, you will be immediately charged for your February subscription fee. Your January box will be delivered between 25th and 31st January and your February box will be delivered between 25th and 28th February. There will no further payments.
Example 2: If you cancel on 27th January, you will be immediately charged for your February and March subscription fees. Your final box will be delivered between 25th and 31st March. Then no further payments will be taken.
In the event that the prepayment is unsuccessful, you will be required to update your payment method and facilitate the prepayment before your account can be cancelled.
In order to cancel, visit your online account or email us at help@wikk.co.uk and we will promptly handle your request.
Is there a cancellation fee?
We do not impose any cancellation fees. The act of cancelling is free of charge, however we do enforce a notice period as detailed in the "How do I cancel my subscription?" section above.
How do I cancel a paused subscription?
In order to cancel a paused subscription, you first need to reactivate it. You can do this via your online account or by contacting us at help@wikk.co.uk.
Once you have done that, our cancellation policy applies as detailed in the "How do I cancel my subscription?" section above.
Returns/Refunds
What happens if I haven't received my subscription box?
If you haven't received your subscription box by the final day of the month, get in touch with us here and we will be more than happy to help track it down.
My item has arrived damaged. What should I do?
Oh no! We understand that damages can happen with fragile items. Please take some images of the damage (both the product and outer packaging), then contact us here or email help@wikk.co.uk and we will arrange a replacement for you as soon as possible. Do not send back any damaged items.
I'd like to return my subscription box, how do I do that?
We do not operate a returns policy for our monthly subscription boxes. This does not affect your statutory rights with regards to damaged items.
Can I get a refund?
Once your order/payment has been processed, we are unable to cancel or refund you for that month given that shipping and supplier commitments have been made automatically.