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FREQUENTLY ASKED QUESTIONS

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What do Heyland & Whittle use in their candles?
All of our candles are made from natural soy sustainable wax, which is expertly blended with essential oils to create our beautiful fragrances. This results in candles that burn evenly and cleanly, and that last for a good amount of time. Our essential oils are also pure and high quality, ensuring the best scents possible and beautifully natural candles. We also use high-quality cotton wicks that are the perfect thickness to ensure that your candle burns evenly all the way across.

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What is the difference between soy and paraffin candles?
We use soy in our candles because it is sustainable and results in a superior product. Paraffin candles result in black soot when burning, whereas soy does not. This can discolour the wax and the glass or tin the candle is in, as well as result in a smoky scent while burning. You'll also find that cheaper paraffin candles result in tunnelling, which is where the wax only melts in the middle of the candle. This means the candles don't burn for as long so you don't get your money's worth.

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My candle isn't burning evenly, what can I do?
The soy wax and wicks we use help our candles to burn evenly, however; you also need to burn them in the right way to ensure they melt evenly. We recommend burning your candle for at least an hour and no longer than four hours. You should also not relight it within 45 minutes. This will ensure the wax burns in an even layer and that it is completely cooled before you relight your candle. You should also trim the wick down to around 1cm above the wax before you light it, in order to control the size of the flame. Following these instructions will give you the best results and help you get the most out of H&W candles.

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Why does my candle look/smell different from those I've bought before?
All of our fragrances are created using natural essential oils. We don't use chemical fragrances or dyes in any of our candles. This means that the scent and appearance of our candles can be affected by the essential oils. Sometimes you may find that a certain oil is more strongly scented than in previous candles in the same fragrance or that the wax is a slightly different colour. This is due to the essential oils, which can sometimes smell or look different on their own, which then affects the candle. It doesn't mean that the quality of the candle is any lower, as we work hard to ensure you get the best possible products every time you shop with us.

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Is there a difference in fragrance between candles in a glass and those in a tin?
We use the same level of fragrance in our candles in a glass as we do for our candles in a tin. This means they smell the same when burning. However, you may find that our candles in a tin seem to smell stronger than those in a glass when you first open them. This is because the lid of the tin forms a seal, which traps the scent and so makes it seem as though the candles in a tin smell stronger. Once lit, though, there is no difference between those in a glass and those in a tin other than burning time.

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The flame of my candle is big and keeps smoking, what can I do?
If the flame of your candle is smoking at all or is large, you should blow your candle out straight away. Wild flames are dangerous, and can result in uneven candle burning. It is likely that the reason your flame is so large and that it seems to be smoking is that the wick is too large. You should ensure it is trimmed down to around 1cm above the wax before lighting your candle. If you have already trimmed your wick but the flame is still behaving in the same way, it could be due to excess oxygen reaching the wick. Check that your candle is not placed anywhere that a draft can reach it, as this can cause faster burning, as well as a flame that moves around a lot.

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How should I put my candle out?
We all know that you can simply blow a candle out, but this can result in a sooty smell that ruins the scent your candle has created in your home. Avoid this from happening by placing one of our candle snuffers over the flame when using a candle in a glass. For candles in a tin, you can simply pop the lid on as that will have the same result. The lid and candle snuffer deprive the flame of oxygen, which puts out the candle and contains any smoke. This ensures you can continue to enjoy the fragrance of the candle even after you have put it out. If you have any further questions or an issue with your candle, you can contact us here.

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What comes with a Heyland and Whittle reed diffuser?
Each of our reed diffusers comes with an attractive glass bottle, which is already filled with the fragrance oil. They also come with eight natural reeds for placing inside the bottle. To set up your diffuser, you should remove the silver screw top before carefully pulling out and disposing of the plastic plug. Place the silver screw top back on before inserting the reeds and spreading them out.

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How do reed diffusers work?
Reed diffusers are a great way to fragrance your home all day long. They feature a glass bottle that is filled with diffuser oil, into which you insert reeds. The reeds have 'channels' that run throughout them. The diffuser fragrance oil travels up these channels, reaching the top of the reeds where it naturally disperses into the air through evaporation. They are a great way to enjoy your favourite Heyland & Whittle scent at all times as they are flame free.

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How do I get the best scent from my reed diffuser?
While reed diffusers work through a natural process, there are ways you can ensure the best distribution of scent or 'fragrance throw'. To start with, you should spread all your reeds out as much as possible. This will allow the fragrance to disperse evenly and spread throughout your room. It is also a good idea not to overfill your bottle with reeds, as this will result in your fragrance evaporating faster but not spreading throughout your room. We provide eight reeds with each of our diffusers, which we believe is the perfect amount to ensure a good fragrance throw over an extended period of time. If you notice that the intensity of the fragrance is lessening, remove the reeds and place them back in the bottle upside down. Doing this regularly - every week or so - will ensure you continue to enjoy your favourite scent.

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How long do Heyland and Whittle reed diffusers last?
Our 100ml reed diffusers last up to three months, with the fragrance oil evaporating at a slow pace so you can get the most out of them. You can prolong the life of your diffuser by purchasing refills, although it is important to remember that you only refill the bottle with the same fragrance. All of our fragrances are specially mixed to ensure they are well-balanced, so mixing different scents together will not create a good result.

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My diffuser is not giving off as much fragrance as it used to, what can I do?
If your reed diffuser has been refilled or still has a good amount of fragrance oil in the bottle, it is likely that your reeds have become clogged. Our reeds are totally natural and as a result, their channels can become clogged with household dust over time. Between six and nine months after first use, it is a good idea to buy replacement reeds. This will allow the fragrance oil to travel the entire length of the reeds again and so better evaporate, allowing your fragrance to fill your room once more. It also means that you can continue to use the same diffuser bottle for an extended amount of time.

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Where should I place my reed diffuser?
Reed diffusers should be placed out of the reach of children and animals to ensure they don't get knocked over. The fragrance oil can stain fabric and affect varnished surfaces, such as wood, so you want to place your diffuser somewhere out of the way and stable. You should also put your diffuser somewhere that it won't be subjected to direct sunlight, as this can cause a faster rate of evaporation so your diffuser won't last as long. Other heat sources, such as radiators, can also cause your diffuser to evaporate faster. This means it is a good idea to place it away from your radiator and to not place one in your bathroom, as the steam from your shower can have the same effect. You should also keep them away from any open flames, as the fragrance oil is highly flammable.

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Can I use the fragrance oil for anything else?
You should not use the fragrance in your reed diffuser for anything else. In fact, you should avoid it coming into contact with your skin where possible, washing your hands thoroughly after handling the reeds or refilling the bottle. It is not the same kind of fragrance oil used in beauty products because it can be harmful to skin. You should also not attempt to use it in oil burners as it is highly flammable. You can buy bath and massage oil or fragrances to use in oil burners separately. Under no circumstances should you use the fragrance oil from your diffuser for anything beyond its intended use.

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Can I dilute the fragrance in my reed diffuser?
You should not dilute the fragrance in your reed diffuser with another oil or with water. Oil and water do not mix and so you will not get the same results and risk ruining your reeds. Our reed diffusers are formulated to create a continuous fragrance that isn't overly strong, so there is no need to dilute them. If you have any further questions or an issue with your reed diffuser, you can contact us here.

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What does traditional soap mean?
When we say traditional soap, we mean that it is manufactured in the traditional way. Very few soaps are now made using the traditional 'cold processed' method, which is what makes ours stand out. We use high-quality coconut, olive, organic sustainable palm and castor seed oils, along with cocoa butter and essential oils to create our soaps. This means they are totally free of chemical preservatives or foaming agents. Ultimately, this results in a soft and gentle soap that lathers up quickly into a thick foam. You can find out more about what goes into making our soaps here.

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Can I wash my face with Heyland and Whittle soaps?
Our traditional soaps are suitable for washing your hands, body and face with, making them great all-rounders. They are suitable for your face as well as your body because they contain so many beautiful oils rather than manufactured chemicals. When solid soaps contain chemical detergents, they tend not to be sensitive enough for the skin on your face, which is thinner and more delicate than the rest of your body. This means that while they will clean the skin, they end up removing too much moisture. Your skin can then feel dry, and may even suffer a change of texture. The method we use to make soaps, as well as the ingredients that go into them ensure that they help to cleanse and moisturise your skin while caring for it. In fact, many of our soaps are designed with certain skin types in mind - such as Queen of the Nile being perfect for dry skin and Tea Tree being perfect for oily, troubled skin.

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My soap bar has dried up, can I still use it?
Over time, our traditional soaps will dry slightly. This is completely natural and part of the manufacturing process. While other soaps on the market may stop foaming up once they dry out, ours actually foam up better. This means that if you've had a bar hidden away somewhere, it will work better than ever when you do come around to using it. There is no use by date on our soap, so you know that you are going to get good quality even after it has aged.

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Your soaps are different colours, do you use dye?
We don't use any chemical dyes in our traditional soaps. The different colours are a result of other natural ingredients that colour the soap mixture during manufacture. Things like madder root, nettle leaves, turmeric and walnut leaves are used to colour our soaps, resulting in their bright appearance. Because these are natural ingredients, the colours can change from batch to batch, so one soap may appear darker than when you have purchased it previously.

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What soap should I use for my skin?
Each of our soaps is formulated with ingredients that offer a range of benefits for your skin. As such, each soap is ideal for certain skin types as well as for providing a great scent. To help you make the right decision in terms of fragrance and your skin, our individual descriptions for each soap provide information on what goes into them, as well as whether they suit dry, troublesome, oily or normal skin types. This will help you make the right decision and find the perfect traditional soap for you.

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Do you provide soap samples?
We don't provide samples of our soaps; however, you can try ten of our traditional varieties in one of our Soap Box Gifts. These provide you with smaller sized bars of soap so you can try each of them and find the perfect soap for you. These gifts ensure you find a soap that suits your skin as well as your tastes when it comes to fragrance.

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Are your soaps suitable for sensitive skin?
Because our soaps are made from entirely natural ingredients and feature so many oils that are good for your skin, they should be perfectly fine for use on sensitive skin. While we cannot guarantee that all of our soaps will be suitable for your skin, we do not add chemicals, preservatives, dyes, detergents or fragrances, which commonly upset sensitive skin. If you know that there are certain things that upset your skin - such as citrus oils or exfoliants - it is still a good idea to avoid these as a precaution. You can find a full list of ingredients, as well as a breakdown of what skin types each soap is suited to on each product page, helping you to make an informed decision. If you have any further questions or an issue with your traditional soap, you can contact us here.

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Can any of your lotions be used on the face?
We offer hand and body lotions, neither of which is suitable for facial use. As the skin on your hands and body is different from that on your face, our lotions will be too heavy for facial use and could upset your skin. It is best to use creams that are specially formulated for your face rather than using body or hand lotions, as the facial area needs different things from a moisturiser.

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Do your lotions contain SPF?
None of our lotions currently provide SPF protection from UV rays. They are designed to provide excellent hydration and to fragrance the skin lightly, not to act as sun protection for your skin. If you wish to wear a product that contains SPF - which we recommend to protect the skin, especially on sunny days - you can combine our lotions with light sun creams. We recommend using fragrance-free SPF protection alongside our lotions, so as not to mix fragrances.

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What lotions do you sell?
We have a range of lotions available for body and face. Each of them offers great levels of hydration for your skin, as well as beneficial ingredients. The main difference between each product is the scent, as we provide lotions in some of our best-selling scents from our Classic range. You can choose between five different fragrances when it comes to body lotions, while our hand lotion range features seven scents. Each of these lotions can be used in conjunction with a body wash in the same fragrance, which will help layer up the scent and ensure it lasts all day.

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How moisturising are your lotions?
Our hand and body lotions offer all-day hydration that isn't overly heavy. This means they leave your skin feeling moisturised without the oily, slightly sticky feeling that other lotions can result in. We use natural emollients, such as almond and borage oils, to create lotions that sink into the skin easily, offering deep hydration. All of our lotions also contain active ingredients to make them even more effective. Ingredients like ginseng are added, which allows the nutrients to penetrate deeper into the skin for a more lasting result. This makes our lotions hugely effective. As well as being very moisturising, our lotions help to smooth the skin, helping to even out its texture. This further helps with the look and feel of the skin.

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How often should I use lotions?
Because our lotions are so moisturising, we recommend using them once or twice a day, depending on your needs. If you use them in the morning, your skin will be protected from moisture loss throughout the day and will be left feeling soft and smooth. However, if you suffer from particularly dry skin, you may find that you need to use them in the morning and at night to avoid dry patches and flaky skin. You should not need to use them more than this. If you find that your skin is still dry after two applications in 24 hours, you may want to seek medical advice as to why your skin is so dry and what else you can do to improve its appearance. For those who have to wash their hands a lot throughout the day, you may find that you want to use our hand lotion more regularly to avoid skin on your hands becoming sore or irritated. However, it is important to remember that a little goes a long way, so you still won't need a lot of lotion.

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What is glycerine and why do you use it in your products?
While you may find the name a bit off-putting, glycerine is actually a natural ingredient that is hugely beneficial for the skin. It is incredibly moisturising and helps to keep skin looking and feeling healthy. We use glycerine in our products because it ensures skin feels moisturised and also a bit plumper, which is perfect for avoiding the signs of ageing. Glycerin actually pulls moisture from the air, as well as from the lower levels of your skin to create an even distribution that ensures your skin looks and feels good. It does this without being heavy or sticky. You're likely to feel a huge difference between our lotions and others on the market that use chemical moisturisers instead of glycerine.

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My lotion is a different colour to previous bottles/other fragrances. Why is this?
Our lotions may change in appearance, including colour, as a result of the natural extracts used. Natural ingredients can have slightly different properties depending on a number of factors, including weather, where they are grown, how much water they received etc. This means their colour and scent can vary at different times of year. As a result, certain lotion batches may have a stronger colour or fragrance to others. This does not mean that the formulation is any different, nor that we have added other ingredients like dyes. All of our lotions are slightly different colours anyway, even though they may appear to be identical in images used on our site. The lotions have a pale colour that can be hard to see unless they are placed directly next to each other. This doesn't mean that anything is wrong with them.

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Do your lotions contain parabens?
All of our products, including body lotions, are completely paraben-free. As a company, we do not use parabens in any products and instead use ingredients that are completely safe and natural where possible. We also do not use SLS, MITs or Cocamide DET in any of our products. If you have any further questions or an issue with your lotions, you can contact us here

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What liquid soaps do you sell?
We sell a range of body washes and hand washes, as well as shampoo and conditioner. We also have three varieties of foam bath to choose from. These feature fragrances from our classic collection, with the body wash scents matching the body lotions we make and the hand washes pairing with the hand lotions. Our body washes and hand washes come in 300ml bottles while our bottles of foam bath are available in 500ml bottles. Our shampoo and conditioner come in 250ml bottles. We also have smaller bottles of select liquid soaps available in some gifts sets.

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Why do you sell liquid soap as well as solid soap?
While we are very proud of our traditional solid soap, we are aware that it isn't for everyone. Some of our customers prefer liquid varieties and so we want to be able to cater for them too. It also means that we can offer a broader range of products, such as shampoo and bath foam, which we do not make in solid form. Our liquid soap offers just as many benefits for the skin as our solid soap, ensuring that it feels soft, smooth and clean after use. We would not say that one is better than the other, as it is completely down to personal preference.

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Do Heyland and Whittle soaps contain parabens?
No, our liquid soaps do not contain any parabens. In fact, all of our products are completely paraben-free, as we aim to use natural alternatives when it comes to preservatives. You still get a quality product that has a good shelf life, but we believe that avoiding parabens is better for health reasons. You can find out more about why we don't use parabens here.

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Do your liquid soaps contain SLS?
We do not use SLS (Sodium Lauryl Sulphate) in any of our products. There has been a lot of controversy in the media surrounding SLS - which is used as a foaming agent - in recent years. To avoid any health implications it is linked to, we instead use Sodium Coco Sulfate (SC S). This is because the palm kernel or coconut oils that are used in the production of SCS go through less chemical purification than those used in SLS manufacture. As a result, we believe it leads to a softer and safer product. You still get a very good level of lather when using our liquid soaps. In fact, you may find them to have better results on your skin compared to products that use SLS. Our soaps and other products are also completely free of METS and Cocamide DEA, which are known to be carcinogenic.

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My new soap smells different from previous bottles, why?
Because we use natural extracts - such as essential oils - in our liquid soaps, they can sometimes differ in fragrance due to a number of reasons. Elements that plants - such as lavender - are exposed to during growth, including differing amounts of water or adverse weather, can lead to changes in fragrance and colour. This then means that these subtle differences are represented in our finished products. We do everything we can to ensure that every product you purchase from us is of high quality and matches those you may previously have bought. Subtle fragrance changes are to be expected, but if you are not happy with your product, please contact us.

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Are your liquid soaps suitable for sensitive skin?
All of our products are formulated with sensitive skin in mind, and our liquid soaps are no different. They don't contain any chemical detergents or other ingredients that could be problematic for sensitive skin. If you know that you have a sensitivity to any particular ingredient - such as citrus oils - you can check whether a product has any in the ingredients section of each product page. We make an effort to use natural and caring oils and other ingredients where possible so you get the best results.

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Can I wash my face with your liquid soaps?

It is not recommended that you use our liquid soaps on your face as the skin on your face is different from the rest of your body. Your face tends to be more sensitive than your hands or body, which means that it can dry out, react and become sensitive much easier. This is why you should aim to use products that are specially formulated for your face rather than a body wash. If you want a universal option, our solid traditional soaps can be used on your face, hands and body because they don't contain a foaming agent and are completely natural. They contain a high level of oils that help to lift dirt and moisturise. We also have traditional soaps available for different skin types, so we recommend using these instead of our liquid varieties of soap.

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Customer Testimonials< | >
  • Love the H&W soaps. The classic gift pack is the best way to try them all. Dee, ManchesterHaving tried these handwashes at the Chelsea Flower Show they are the only soap in my cloakroom for family and visitors.Mrs S Irving from Blandford Forum, Dorset United Kingdom
  • After purchasing my first bar I just had to re-order, skin softening and relaxing aroma, I always have to keep at least 2 spare now. Thank you for making a lovely organic soap.Suzanne Rouse from Buckingham, GBHad a recommendation from a friend to try this candle and oh my gosh it's so good! Something completely different, burns really well and lasts for so long. Big fan!from ,Surrey
  • Was first introduced to this scent by my sis-in-law, who treated me to a reed diffuser some time ago, and have purchased many more since! Divine product with the most sublime scent - visitors always ask 'what IS that gorgeous smell?!". Excellent service all round - the despatch department took the time to read and heed my note requesting a specific delivery window - how refreshing!Debs from Cornwall
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