Question 1

How long does delivery take?

Accepted Answer

Standard UK delivery takes 3–5 working days. Express delivery (1–2 working days) is available at checkout. International delivery times vary by destination — typically 5–10 working days.

Question 2

How much does delivery cost?

Accepted Answer

UK delivery is free on orders over £200. Below that, standard delivery is £3.95 and express is £6.95. International rates are calculated at checkout.

Question 3

Can I track my order?

Accepted Answer

Yes. Once your order has been dispatched, you'll receive a confirmation email with a tracking link. You can also track your order from your account page.

Question 4

Can I change or cancel my order?

Accepted Answer

We process orders quickly, but if you contact us within 1 hour of placing your order, we'll do our best to make changes. Email hello@frela.co with your order number.

Question 5

Do you ship internationally?

Accepted Answer

Yes, we ship to most countries worldwide. Customs duties and import taxes may apply and are the responsibility of the recipient.

Question 6

What is your return policy?

Accepted Answer

We offer a 30-day return policy for unused items in their original packaging. Contact us at hello@frela.co to start a return.

Question 7

Can I return candles or fragrances?

Accepted Answer

For hygiene reasons, candles that have been lit and fragrances that have been opened cannot be returned unless faulty.

Question 8

How long do refunds take?

Accepted Answer

Once we receive your return, refunds are processed within 5–10 business days to your original payment method.

Question 9

Can I exchange an item?

Accepted Answer

We don't offer direct exchanges. Please return the original item for a refund and place a new order for the replacement.

Question 10

Are your products handmade?

Accepted Answer

Yes. All Frela pieces are made by hand in small workshops across Europe. Due to the handmade nature of our products, slight variations in colour, texture, and size are normal and part of their character.

Question 11

How should I care for my candles?

Accepted Answer

Trim the wick to 5mm before each burn. Allow the wax to melt to the edges on the first burn to prevent tunnelling. Never burn for more than 4 hours at a time.

Question 12

Are your materials sustainable?

Accepted Answer

We use natural, responsibly sourced materials wherever possible — including soy and rapeseed wax, organic cotton wicks, and sustainably harvested wood. We're always working to improve our practices.

Question 13

Do products vary from the photos?

Accepted Answer

Our photography is as true-to-life as possible, but slight variations are natural with handmade items. Screen calibration can also affect how colours appear.

Question 14

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, and Klarna for eligible orders. All payments are processed securely via Stripe.

Question 15

Do I need an account to order?

Accepted Answer

No, you can check out as a guest. Creating an account lets you track orders, save addresses, and build a wishlist.

Question 16

Is my payment information secure?

Accepted Answer

Absolutely. We use Stripe for payment processing and never store your full card details on our servers. All transactions are encrypted with TLS.

Frequently asked questions

Orders & Delivery

Returns & Exchanges

Products & Care

Account & Payments

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