FAQ
Here you’ll find answers to our most frequently asked questions. If you can’t find the information you need, please contact us via email at lotamoucompany@gmail.com or click here:
Delivery times depend on the destination within the UK. Orders sent to addresses in Scotland typically arrive within 2–4 business days, while deliveries to England, Wales, and Northern Ireland typically take 3–5 business days.
At this time, we only offer shipping within the United Kingdom.
You may change or cancel your order free of charge as long as it has not yet been processed for dispatch. Please notify us within 24 hours of placing your order or before the order is marked as fulfilled; once an order is being prepared or has been shipped we cannot cancel it and you will need to use our returns process instead. Refunds are issued to the original payment method and are processed as soon as possible, typically within 3–7 business days depending on your bank.
You may return most items purchased online within 14 days of receiving them for a full refund, in line with the UK distance-selling right to cancel (cooling-off period).
Customers must notify us of their intention to return within 14 days of receipt and return items to us within a further 14 days; refunds will be issued within 14 days of our receipt of the returned goods
Returned items must be unworn, unused, and returned in their original packaging where possible unless the item is faulty. Customers are responsible for returning items in a reasonable condition so we can process refunds.
To begin a return, contact us with your order number and reason for return. We will reply with return instructions and the address for returns. Refunds are issued to the original payment method and are processed as soon as possible; allow up to 14 days from our receipt of the goods for the refund to appear on your account depending on your bank’s processing times
Payments in our store are processed securely through Shopify Payments. At checkout customers can pay with major debit and credit cards (Visa, Mastercard, American Express) and — when available on the customer’s device — digital wallets such as Apple Pay, Google Pay, and Shop Pay.
Yes — we offer wholesale pricing and retailer partnerships. To discuss wholesale terms, minimums, lead times, and bespoke options please contact us by email at lotamoucompany@gmail.com
Our soaps are made from natural oils, some of which are certified organic. Most soaps are fragranced with natural essential oils and a small number use fragrance oil blends. Colour in our soaps is provided by iron oxides, the only regularly used synthetic ingredient in our soap range. The full ingredient list for each soap is shown on its individual product page. Each soap formulation has been safety-assessed and confirmed in a Cosmetic Product Safety Report (CPSR). All candles are made from soy wax and fragranced with candle-grade fragrance oils formulated specifically for safe use in candles.
Our base formulations are developed to be gentle and suitable for sensitive skin. Essential oils are used in most soaps for natural fragrance and therapeutic benefit, but they can contain known allergens that may affect very sensitive individuals.
For each product we publish a full ingredient list and a Cosmetic Product Safety Report confirming the formulation’s safety. If you have known allergies, check the product page ingredient list and avoid items containing those specific components.
We recommend performing a patch test before first use by applying a small amount to an area of skin and waiting 24–48 hours for any reaction. For severe allergies or if you are unsure, seek advice from a healthcare professional before using the product.
We use paper-based packaging materials for all products and avoid plastic in product packaging.
Please visit our Candle Care & Safety Guide for full guidance on first burns, wick trimming, burn duration, and safe use so you get the best performance from your
candle.