Frequently Asked Questions


General FAQs

What is Ava May Aromas and what do we do?

Hello! AMA is a home fragrance company specialising in designer dupe fragrances. We are known for our wax melts but a full list of products can be found on our PRODUCTS page.

What does ‘designer dupe’ mean?

It means our scents are inspired by, and have similar qualities to a designer fragrance. We aim to match our scents as close as we can, however, please note these scents are in no way affiliated with the designer fragrance or company and are never exact, they simply smell similar. A full list of scents can be found on our SCENTS page.

Are you Cruelty Free?

Ava May Aromas believes that beauty and household products should be cruelty free. We are proud to be Leaping Bunny approved. A global programme, Leaping Bunny requires cruelty free standards over and above legal requirements.

 All of our own brand cosmetic and personal care products and household and cleaning products are approved under the Cruelty Free International Leaping Bunny programme, the internationally recognisable gold standard for cruelty free products. We adhere to a fixed cut-off date policy and proactively monitor our suppliers to ensure that our products continue to adhere to the Leaping Bunny criteria. Our supplier monitoring system is also independently audited.

 For more information about Cruelty Free International, Leaping Bunny and Leaping Bunny criteria, please visit


How do I create an account?

Ready to join the club?! Create an account by clicking on the person icon at the top right of your screen, next to the basket. To register, please provide a valid email address and a memorable password. If you have any issues with this process, please contact us at

I have forgotten my password

Not to worry, click on ‘forgotten password’ on the log-in web page. You will automatically receive a password link to your email address, allowing you to reset your password. (Don’t forget to check your spam/junk folder just in case.) If you experience any issues with this, please contact us at and include your email address for the account so the team can generate a temporary password for you to regain access.

How do I change my account information?

Log into your account and click on account details. Here you can amend your first and last name, your email address and reset your password. If you wish to amend your billing and/or delivery address please click on addresses and enter the new details.

How does the Loyalty Scheme work?

In order to collect points you will need to hold an account with us. Each product page will display the number of points allocated to that specific product and all the points collected will show at checkout. Once your order has been dispatched the number of points allocated at purchase will be added to your account. You can then redeem your points at checkout by clicking ‘redeem points’ and their value will be taken off the basket total.


How do I track my order?

For UK parcels only, you can track your parcel through the Hermes or Royal Mail Tracking System using the reference/tracking number found in your dispatch email. – OR
If you have not received your dispatch email and are having difficulty tracking your order, please email and we will do our best to help.

How do I cancel or amend my order?

Once an order has been processed we are unable to amend the order. This includes: grouping orders together, adding discount codes and removing/adding items to your order. If you wish to cancel your current order please email as soon as possible, our system will only allow us to cancel an order before collection is booked with the courier.

I haven’t received my order?

If your order hasn’t arrived, your tracking is not updating and it has been over the 10 working day turnaround period please email

My order is damaged or incorrect

If your order has arrived damaged, is missing items or is incorrect, please email stating your order number and if possible, photo of your invoice and attach photos of the damage.

How do I return items?

To make a return please contact our Customer Service Team at with your order number included. Any item must be returned within 30 days of delivery.

What is our Returns Policy?

Your customer experience is very important to us and we strive to make your online shopping expedition as fun and enjoyable as possible, because of this our returns policy gives you 14 days to change your mind. Any refunds will be subject to the product being returned in a saleable condition, with no signs of use or damage to the product or packaging. If the product is not in the original packaging or is damaged in any way we are not obliged to refund you.


What forms of payment are accepted?

We accept the following:

  • Paypal
  • Visa, Mastercard, Maestro, AMEX
  • Google Pay
  • Clearpay
Do you offer promotional/discount codes?

We have a number of reps who each have a discount code. Follow our Facebook Page @avamayaromas and even better, join the Ava May Addicts group on Facebook to be kept updated with promo codes and discounts and first peak at all things new.

In fact, why not join our mailing list? Be in the know on all the latest offers, news and products!

How do I apply a promotional code?

At the checkout, you have the chance to add your voucher or promotional codes. Just add your code and click apply.
Your discount will be viewable in your basket once applied.

Delivery and Returns

What are your delivery times and prices?

We currently operate on either a 1-2 day or 3-5 day turnaround time depending on your chosen delivery option. Please do not hesitate to email us at

Please note: Shipping prices may vary on the weight of the order


1-2 day turnaround starting from £4.20 (0-1kg)
3-5 day turnaround starting from £3.50 (0-1kg)

Royal Mail:

1-2 days turnaround starting from £5.50

3-5 days turnaround starting from £4.00

Why isn’t there a free delivery option?

We would love to offer a ‘free delivery over…’ option but whilst this option isn’t currently available, trust us we are thinking of you and looking at ways to make this possible in the near future. We thank you for your patience, for all your orders and will provide updates when we can.

Why not join our mailing list to stay up to date on all latest news?

What countries can you deliver to?

Currently only UK mainland, we are looking to resume international deliveries as soon as possible. To determine delivery costs, please enter your full delivery address at checkout and the system will generate a price for delivery.

Where is my parcel?

If you are concerned about the whereabouts of your parcel, please contact us at within 28 days of receiving your dispatch email.

Beyond this point, couriers will be unable to refund or search for your parcel, so we will be unable to assist you further.


Do you offer samples?

Yes, we offer single scented wax discs, as a perfect way to try one, two or more scents. Alternatively, we offer a Sample Pack of 10 different scents. Both options can be found on our PRODUCTS page.

I can’t find the product I am looking for

Use the search bar at the top right of the home page and type in keywords of the item(s) you are looking for.
If you need help, our Customer Service Team is here for you. Just send us a message through our contact form on the Contact Us page.

Are your products safe for pets?

Although our scents are non-toxic to our “furry friends”, we do recommend keeping all of our products out of reach of pets.
Should you require further ingredient information, please do not hesitate to email our team at

Why is there black powder in my candle jar?

The black powder is called soot and is usually caused by a wick being too long. Trim your wick to about 5mm before each new use. The soot can be easily wiped away with a damp cloth/kitchen towel.

My reeds have lost their smell

Reeds are easy to refresh, they just need a little flip. Hold all the reeds in one hand, turn them over and place them back into the diffuser jar, spreading them out as preferred. If you do this once a week the scent should remain strong.

Be careful when turning/flipping the reeds to avoid the oil coming into contact with your skin. Should this happen, we recommend washing your hands immediately.

Why is there clear smoke coming from my wax?

No need to panic! This is just the scent being thrown. The weaker the scent gets, the less clear smoke will appear.
If you are at all concerned or worried feel free to send us a photo to our email and we will be happy to assist.

Why is my wax melt bubbling?

Don’t panic, your wax melt might be bubbling because there could be water in the wax if the wax burner has recently been washed; or the wax could be too hot due to being melted too long; or the tealight might be too close to the bowl.

Always ensure your burner is completely dry before using a new wax melt.

And always ensure your burner is a wax burner, not an oil burner (unless it’s stated the item is safe for use with both wax and oil) and that there is a sufficient gap between the tealight and the bowl. We also recommend using a 4-hour tealight as a maximum.

Bubbling can cause the scent to burn off quicker and therefore not last as long and no one wants that!

Are your products safe to use whilst pregnant or around newborns?

While none of our ingredients are toxic and do not include essential oils, we would always recommend consulting with your GP before using our products.

My lighter has stopped working

Please be careful when following this solution. Use a paper stick cotton bud or similar small non-conductive item to gently push away any wax that may be blocking the connection on each side. You will have to push the section up in order to do this.

How do reed diffusers work?
The first step is to pour scented reed diffuser oil into a reed diffuser vessel. You then add rattan reeds. Rattan reeds are designed to absorb the scented oil, draw the oil up the dry reed and release the scent into the air. To improve performance, we recommend you turn your reeds up the other way every week thus placing the dry end into the oil. This will increase the fragrance in the room.

How long do reed diffusers last?
There is no fixed answer to ‘how long do reed diffusers last?’ This depends on a variety of factors. The first consideration is the volume of oil and scent in the reed diffuser. The more oil and scent, the longer the aroma will last. It also depends on the individuals sense of smell. The stronger your sense of smell, the less often you will need to use a reed diffuser refill. Using lots of reeds will increase the strength of aroma in the room but will also diffuse the scent quicker. In contrast, too few reeds will make it difficult to smell the scent but it will definitely last longer. At the point where you can no longer smell the scent, you can simply change the oil by reviewing our reed diffuser refills and choosing a scent of your liking. And finally, reeds become clogged over time and therefore less efficient at absorbing the oil and dispersing the scent. Regularly changing the rattan reeds is important.

Use and Care

How do I change my wax melt?

The easiest way we’ve found is to turn on or light a tealight and leave for around 30 seconds. Then whilst stabilising the burner with one hand, you should be able to slide the old wax out with the other.

Can I use my oil burner?

Please read the product booklet before using it for a wax melt and check it is suitable for wax. Not all oil burners are suitable for wax melts because there needs to be a certain gap between the flame and the bowl and this tends to be closer for oil burners. So please check first.

Why has my wick curled at the top?
This can happen if soot builds up or the wick is too long. Simply, extinguish the flame, trim the wick to approximately 5mm and relight.
My candle wax isn’t melting at the sides

This is called tunnelling and to avoid it, burn the candle, on each use (but especially on first use) for long enough to allow the whole top layer of wax to melt evenly.

To fix a candle that has tunnelling, place the candle in a hurricane style vase and light. The vase will ensure the heat stays around the candle fully to help heat the excess wax. Again leave the candle to burn a full top layer of wax, to reset the candle and prevent further tunnelling.

Can I reuse my jars?

We are constantly seeing new ways people reuse or repurpose our candle jars and reed jars, so yes you certainly can. Please share your creations with us, by tagging us on Facebook and Instagram using @avamayaromas

Are your products recyclable?

All of our products are recyclable. Please check local guidelines on the best way to dispose of items.

How long do I leave an electric burner on for?

We recommend 3-4 hours but please note they need time to cool down.


How to get in contact

For general enquiries, please use the contact information provided below. We aim to respond within 2 working days.


We ask that you avoid contacting us through Instagram or Facebook Direct Messaging as our response time will be longer and your message could be missed.

Tel: +44 (0)1709 257 295
Mon – Fri : 9:00am – 5:00pm
Sat / Sun : Closed