Shipping & Delivery

All orders are dispatched within 1–3 business days from our workshop in Lisbon, Portugal. Delivery times after dispatch depend on your location:

Every order ships in a plain, unbranded box. There are no product names, images, or company branding visible anywhere on the outside. The sender label shows a neutral name — not SenseMe, not Waxplay, nothing that reveals the contents.

Your delivery driver, housemates, and anyone who handles the package will have no indication of what is inside. This is not optional or on-request — it is how every order ships, every time.

You will receive an email with a tracking number once your order has been dispatched. If you have not received a tracking email within 3 business days of ordering, check your spam folder first, then contact us at hello@waxplayme.com.

We currently ship to all EU member states and the United Kingdom. Our full list of supported countries:

Portugal, Spain, France, Germany, Italy, Netherlands, Belgium, Austria, Ireland, Luxembourg, Finland, Sweden, Denmark, Poland, Czech Republic, Greece, Croatia, Romania, Bulgaria, Hungary, Slovakia, Slovenia, Estonia, Latvia, Lithuania, Malta, Cyprus, and the United Kingdom.

We do not yet ship to the United States, Canada, or other countries outside Europe. If you are outside our shipping area and want to order, contact us — we may be able to arrange delivery on a case-by-case basis.

Each candle is wrapped individually and cushioned inside the box to prevent movement and breakage during transit. Wax is fragile and can crack in extreme cold — if you receive a candle with surface cracks from cold weather, this does not affect performance or safety. The cracks will disappear once the candle is lit and the wax pool forms.

If a candle arrives damaged beyond cosmetic imperfection — shattered, missing wick, or visibly deformed — contact us with a photo and we will send a free replacement. You do not need to return the damaged item. See our refund policy for full details.

We offer a 14-day return window in line with the EU Consumer Rights Directive. Candles must be unused, unopened, and in original packaging. Customer pays return shipping unless the item arrived damaged or defective.

Refunds are processed within 5–10 business days to your original payment method. For damaged items, we provide a free replacement or full refund including shipping — no return required.

For the complete policy including non-refundable items and how to start a return, see our refund policy page.

We accept Visa, Mastercard, and American Express through Stripe. All transactions are securely encrypted. Your bank or credit card statement will show a neutral descriptor — not the product name or SenseMe branding.