Welcome to the JHAIL Frequently Asked Questions page. Here you’ll find answers to the questions we receive most often. If you can’t find the information you’re looking for, please don’t hesitate to contact us—we’re always happy to help.

Orders

How do I place an order?

Simply browse our collection, add your favourite products to your shopping cart and complete the secure checkout process.

Can I change or cancel my order?

If your order has not yet been dispatched, we will do our best to help.

Please contact us as soon as possible after placing your order.

Once your order has been shipped, it can no longer be cancelled.

Will I receive an order confirmation?

Yes.

After completing your purchase, you will receive an order confirmation by email.

Shipping

How long does delivery take?

Estimated delivery times are:

• Spain: 1–3 business days
• Europe: 3–7 business days

Please note that delivery times are estimates and may occasionally vary due to shipping carriers, customs procedures, weather conditions or other unforeseen circumstances.

Can I track my order?

Yes.

Once your order has been dispatched, you will receive an email containing your tracking information.

Which countries do you ship to?

We currently ship to selected European countries and are continuously expanding our delivery network.

If your country is not available during checkout, please contact us.

Products

Are your products handmade?

Yes.

Every JHAIL product is carefully handcrafted in small batches in Southern Spain using premium ingredients.

What wax do you use?

We use 100% natural soy wax, a renewable and environmentally friendly alternative to traditional paraffin wax.

Our soy wax burns cleaner, is biodegradable and is carefully blended with premium fragrance oils to create a long-lasting and luxurious home fragrance experience.

Are your products vegan and cruelty-free?

Yes.

Our products are made with carefully selected ingredients and are never tested on animals.

How long do your wax melts last?

Each individual wax melt provides approximately 5 to 6 hours of fragrance, depending on the fragrance, wax burner and tealight used.

Each JHAIL box contains 6 wax melts, providing a total fragrance time of approximately 30 to 35 hours.

For the best performance, we recommend using an unscented 4-hour tealight and following the product safety instructions.

How should I store my wax melts?

Store your wax melts in a cool, dry place away from direct sunlight and heat.

This helps preserve both their fragrance and appearance.

Returns

Can I return my order?

Yes.

Consumers within the European Union have the right to return eligible products within 14 days of receiving their order, provided the products are unused and returned in their original packaging.

Please see our Returns & Refund Policy for full details.

What if my order arrives damaged?

Please contact us within 48 hours of delivery.

Include your order number together with clear photographs of the product and packaging so we can resolve the issue as quickly as possible.

Payments

Which payment methods do you accept?

We accept secure online payments through Stripe, including:

• Visa
• Mastercard
• American Express
• iDEAL
• Bancontact

The payment methods available at checkout may vary depending on your country.

Is my payment secure?

Absolutely.

All payments are processed securely through Stripe using encrypted technology.

JHAIL never stores your payment card information.

Product Safety

Are wax melts safe to use?

Yes, when used correctly.

Please follow these safety instructions every time you use your JHAIL wax melts:

• Remove all packaging before use.
• Place one wax melt in the well of your wax burner.
• Use with an unscented 4-hour tealight candle.
• Do not heat the wax for longer than 4 hours at a time.
• Never leave a burning candle or wax burner unattended.
• Do not move the wax burner while it is lit or while the wax is still hot.
• Keep away from children and pets.
• Keep away from draughts and flammable materials.
• Allow the wax to cool completely before removing or replacing it.

Always use a suitable wax burner and follow the manufacturer’s safety instructions.

Can I reuse a wax melt?

Yes.

A wax melt can be reused until the fragrance has faded.

Each individual wax melt provides approximately 5 to 6 hours of fragrance. Once the scent is no longer noticeable, allow the wax to cool completely before removing it and replacing it with a new wax melt.

Contact

How can I contact JHAIL?

If you have any questions, we’re always happy to help.

Email: [Your Email]

We aim to respond as quickly as possible during normal business hours.