FAQ

Ordering and payment

Do I need a customer account to order?

No. You can check out as a guest, or create an account to see your orders and check out faster.

Which payment methods do you accept?

Visa, Mastercard, Maestro, American Express, UnionPay, Apple Pay, Google Pay, Klarna, Shop Pay and PayPal.

Why is there no VAT on my invoice?

We are a small business under § 19 UStG (Kleinunternehmerregelung), so we don't charge VAT. The prices you see are the final prices, plus shipping.

Can I change or cancel my order?

Please email us as soon as possible at hello@ivyandbaer.de. If your order hasn't been sent yet, we'll do our best to change it. You can also withdraw from your order within 14 days of receiving it (see "Returns").

Shipping

Where do you ship to?

At the moment, we ship within Germany only. If you're in the UK, you can order from our Etsy shop.

How much does shipping cost?

Standard shipping is €2.90. Orders over €25.00 ship free.

How long will my order take?

We pack orders within 1–2 working days. Delivery then takes approx. 2–4 working days.

Can I track my parcel?

Standard shipping (Maxibrief) doesn't include a tracking number.

Do you offer local delivery?

Yes. We deliver free of charge within 5 km of Schenkelberg (56244). We'll contact you to arrange a delivery time.

Returns

Can I return my order?

Yes. You can withdraw from your order within 14 days of receiving it, without giving a reason. Use the "Vertrag widerrufen" button in the footer of our website, or email us. Please send the items back within 14 days. Return shipping costs are paid by you. We refund the price and the standard shipping cost within 14 days of receiving your withdrawal.

Can I return wax melts I've already used?

You can still withdraw. If an item has been used beyond what's needed to check it, we may deduct the loss in value from your refund.

My order arrived damaged. What should I do?

We're sorry. Please email us as soon as possible at hello@ivyandbaer.de with a photo, and we'll sort it out together.

Wax melts

How do I use wax melts?

Place 1–2 squares in a wax warmer made for wax melts (tealight or electric). The wax melts and releases the scent. Use your warmer on a flat, stable surface, away from anything that can catch fire. Never leave a burning wax warmer unattended, and don't use it for more than 4 hours at a time. Wax melts are not food. Keep them away from children and pets.

How long do wax melts last?

Each square gives several hours of scent, depending on your warmer, the size of the room and the scent. A hotter warmer gives a stronger scent but uses it up faster. When the scent fades, replace the wax.

How do I change the scent or clean my warmer?

Let the wax cool and harden, then pop it out. Putting the dish in the freezer for a few minutes helps. Never pour melted wax down the sink.

Is the wax seal on the packaging a wax melt?

No. The seal is decorative. Please don't put it in your warmer.

Scents and ingredients

What are your wax melts made of?

Soy wax and fragrance oils.

Do your wax melts contain allergens?

Some fragrance ingredients can cause allergic reactions in sensitive people. The allergens are listed on the label and in each product description.

Why do my wax melts look a different colour from the photo?

Some fragrance oils change the colour of the wax slightly over time. This is natural and doesn't affect the scent or quality.

About us

Where are your wax melts made?

Every wax melt is hand poured in small batches in Germany.

Do you have a newsletter?

Yes. Sign up at the bottom of our website for news about new scents and offers. New subscribers get 10% off their first order.

Do you sell wholesale?

Yes. Please email us at hello@ivyandbaer.de.

How can I contact you?

Email us at hello@ivyandbaer.de. We usually reply within 1–2 working days.