Shipping & Delivery

All orders are dispatched within 3–5 business days from our workshop in Lisbon, Portugal. Delivery times after dispatch depend on your location:

For orders delivered outside the EU, including the United Kingdom, Switzerland, Norway, Serbia and the United States, local customs may charge import VAT, duties or handling fees when the parcel arrives. These charges are set by your country, paid by the recipient, and not included in our prices or the shipping cost. If you aren't sure what applies, check with your local customs office before you order.

If a parcel is refused or not collected and comes back to us, the return shipping cost is deducted from the refund.

Each candle is wrapped in paper and placed in a cotton pouch with a SENSEME card, then shipped in a plain bubble envelope. 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 5 business days of ordering, check your spam folder first, then contact us at hello@waxplayme.com.

We currently ship to 39 countries:

Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Czechia, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States, Vatican City.

If your country isn't listed and you 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 a bubble envelope so it doesn't rattle in 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.