We ship our subscription boxes once per quarter. Your box is tied to the 3-month order window in which you sign up or renew:

• Q1 Box: Order between March 1 – May 31 Ships at the beginning of June

• Q2 Box: Order between June 1 – August 31 Ships at the beginning of September

• Q3 Box: Order between September 1 – November 30 Ships at the beginning of December

• Q4 Box: Order between December 1 – February 28/29 Ships at the beginning of March

Note: If you subscribe mid-quarter, your order is secured for that season and will ship at the start of the corresponding delivery month listed above.

Your subscription renewal date is based on the date you originally subscribed, and how often it renews depends on the subscription plan you selected at checkout.

If you choose a monthly subscription, your subscription will renew on the same date each month.

For example, if you subscribe on 5 March, your next renewals would be:

5 April
5 May
5 June

If you choose a 3-month subscription, your subscription will renew on the same date every 3 months.

For example, if you subscribe on 5 March, your next renewals would be:

5 June
5 September
5 December

Your renewal date is personal to your subscription and is calculated from the date you signed up.

Please note that your payment date and order date may be different. Your payment is taken on your personal renewal date, based on your subscription plan. Your order date may show separately in your account and refers to when the next subscription order is processed through our system.

Due to the nature of our Magical Mystery Boxes, once the seal on the box is broken, we’re unable to offer returns, refunds or exchanges based on the contents of your box. Part of the magic is the surprise!

Please note that not enjoying or already owning one or more of the items inside does not constitute a valid reason for a refund, as the mystery element is an intentional and core part of the product.

However, if any items arrive damaged, faulty, missing, or not as described, we’ll always do our best to resolve this for you. Where possible, we’ll send a replacement for the affected item first. If a replacement isn’t possible, a refund for the affected item(s) will be issued.

To report an issue, please contact us within 7 of receiving your order with your order number and a clear photo of the damage or issue.

This does not affect your statutory rights.

We generally try to dispatch orders within 5-10 working days, however, this may, on occasion, take a little longer. Please note, our exclusive wands are handcrafted on demand and take 3-4 weeks to manufacture. The entire order will be delayed until the wands are completed.

Within the UK, shipping usually takes 3-5 working days after dispatch. Internationally this can widely vary depending on several factors, but usually takes 2-4 weeks after dispatch.

All orders are dispatched via Royal Mail within the UK. Internationally, these parcels will be delivered by your local courier. Please note that International orders may incur custom fees & taxes which we are not liable for.

Please note that The Lost Cauldron is not responsible for any customs fees, duties, or additional charges that may be imposed by your local government upon the import of your order. Customs authorities may hold your parcel, and based on its value, they may apply fees or duties that are payable by you as the recipient. We recommend checking with your country's customs office for more information on potential charges before placing your order.

If your parcel hasn’t arrived within the mentioned timeframe, please e-mail orders@lostcauldron.com.

Occasionally, shipping can take a little longer than expected, however all parcels are fully tracked.

All orders are fully tracked. Once dispatched, you should receive an e-mail or text notification with tracking information.

We are really sorry if we've made a mistake.
If we have sent you an incorrect item, or there is a fault with one of your products, please contact orders@lostcauldron.com and we will resolve this for you.

We aim to reply to every email within 24 to 48 hours Monday - Friday.

We recommend when first lighting one of our candles to let it to burn for approximately 3 hours, to allow the wax to melt evenly across the diameter of the candle and to prevent tunnelling.

At our store, we carefully package each wax melt snap bar to ensure it reaches you in the best possible condition. However, due to the nature of the product, these bars are designed to be broken into smaller pieces for use. As such, we do not offer replacements if a bar arrives broken, as this does not affect its quality or usability. We appreciate your understanding and hope you enjoy your wax melts!

We’re sorry, but this is not possible.

We’re sorry, but this is not possible. Please email orders@lostcauldron.com for Online Order support.

If you can’t find the answer you need here, please email orders@lostcauldron.com, we shall get back to you as soon as possible.

Head on over to the Matlock Shop page for more information on how to contact the Matlock Shop.

We know how important it is to receive your gifts in time for Christmas, and our Christmas owls will be working tirelessly to get your orders dispatched as quickly as possible!

To give your order the best chance of arriving before the big day:

• UK & International Orders: We recommend placing your order by 9th December.

Please note: while we’ll do everything we can on our end to meet these timelines, we cannot guarantee delivery by Christmas. Shipping services may experience delays due to the holiday rush, and this is unfortunately beyond our control.

During the festive season, dispatch times may be slightly longer than usual. We appreciate your patience and understanding as we work to prepare and ship your order as quickly as possible.

Once your order has been dispatched, you will receive a dispatch confirmation email with tracking details, so you can keep an eye on your delivery’s progress.

To help our team focus on processing and shipping orders as efficiently as possible, we kindly ask that you avoid emailing our customer service team for routine delivery updates, as this may slow things down. If there is an issue with your order, please don’t hesitate to get in touch and we’ll be happy to help.

We encourage you to order early to avoid disappointment, and thank you for your understanding. Wishing you a magical festive season!