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Réponse de Nuscents

4 avr. 2025

Hi Amanda,

For transparency to others reading, your review was submitted at 1:54am on 4th April. However, your refund was actually initiated earlier, at 2:18pm on 3rd April. You will have received an automatic email confirming this, including the standard timeframes for when funds typically clear (usually 3–5 working days, depending on your bank).

In regard to your comment about “zero contact,” your first message was received on 25th March, where you explained that Royal Mail had left your parcel in the recycling bin and it had subsequently been taken by the council. We responded the same day, informing you we would raise this with Royal Mail and follow up once liability was confirmed. Despite the reference number you provided, Royal Mail has not yet accepted responsibility.

You contacted us again on 1st April asking for an update on your refund. Our standard response time, as stated on our website, is within 48 hours. Your refund was processed within that window, and the automated email confirmation was sent accordingly.

To clarify our usual process: when a parcel is lost due to courier error, we open a claim with them (this can take up to 14 days). Once they accept liability, we typically send a replacement to the customer, as the loss is of goods, not money. However, as you specifically requested a refund, we actioned that - even before Royal Mail had concluded their investigation.

Any perceived delay after our initial response was not due to lack of care, but simply because we were awaiting further updates from Royal Mail. Once it became clear a resolution wasn’t immediately forthcoming, we chose to refund you directly.

We hope that clears things up. Please do check your inbox for the refund confirmation sent yesterday, and allow time for the funds to appear in your account.

Have a lovely day.

Réponse de Nuscents

31 déc. 2024

Hi Katherine,

Thank you for your review, and your encouragement of others not to bother. We're fortunate in that we already have a large returning customer base, who appreciate our general quality, and our extremely good price point. I'd be mortified to read this sort of review were we a much smaller operation and trying to make our break in what is a highly competitive field, as it seems to have been done in haste.

With respect of your order, which arrived yesterday, with this review left in the early hours of this morning, I just want to address the 'cheap and nasty' comments with respect of the fragrance oils used within our wax melts, given your implied status as a fragrance connoisseur. I think you deserve the explanation. Of the eight wax melts you've chosen, I'd agree this of Grapefruit & Kiwi, which whilst it has been popular, is a cheaper fragrance oil contained within our 200+ range, and is being discontinue, hence the price you paid.

The Comforter dupe picked out is the most expensive fragrance oil on the market, which costs us 24% more than the next highest priced version (which we switched from around a year ago), and we're into purchasing kilos of it at a time. The same can be said of Hypnotic Poison, which we picked out directly with our fragrance house - it's something we pay perhaps 20% more than what would be a 'run of the mill average' scent, and is gorgeous. We know there to be cheaper versions of the above, and we are sent many samples of many fragrances. The same can be said of Frosted Plum and Aussie Shampoo, although these do meet what we'd refer to as an average price.

Our Fantasy Island Vibes costs us circa £78/kg (purchasing no less than a kilo at a time), which again is some way over what a market rate would be (£55-£60ish) were we to purchase standard fragrance oils based on our purchasing power - we discontinued this product based on cost over a year ago, only to reintroduce it in October due to incredible demand for it. In fact, our inventory is absolutely littered with higher priced fragrance oils, particularly on perfume dupes. Of the eight, in entire truth, only Grapefruit & Kiwi and Pear Drops fall under what a market rate fragrance oil would cost, but we get a fantastic rate on Pear Drops, which is a good enough version. Grapefruit & Kiwi is being discontinued, as demonstrated by the price you paid for it.

With respect of the two perfumes you purchased, there's a task in achieving a price point, and it can come with some drawbacks. Dewberry, to an avid wearer, would be quite different. Alien Goddess, not so. Again, with respect of the Alien Goddess version we use in our perfume, we've recently updated this, and that fragrance costs us circa £100/kg, as opposed to around £65/kg for the next best thing. This follows extensive and forever ongoing research, at great cost, to ensure we are making constant improvements in what is a competitive field in which we've operated for three years, with year on year growth (almost six years in home fragrance).

Whilst we value your feedback, given the tracking data on your parcel and the time you wrote this review, you've absolutely barely had time to properly try our products. If there are one or two things you're unhappy with, please let us know directly and we will speak to you about these. If you're having difficulty melting our wax melts, please read our FAQs or consider using a tealight warmer or higher wattage electric warmer. Our wax is generally slower release, but generally has a longer scent throw due to the higher required melting temperature. But honestly, your review appears to have been written in haste, because there's a lot right with the selection you've purchased, and we've been transparent and honest enough to point out what you might have a problem with.

Have a wonderful end to your year, please do consider giving the products a proper try and consider emailing us.

Réponse de Nuscents

31 déc. 2024

Hi Dem, thank you for your review and support. We're glad you like our products, and would agree on Black Cherry and Cranberry, Orange & Cinnamon being particularly potent scents with gorgeous profiles, so we're glad you've picked those out. Thanks again for your review, and have a lovely day.

Réponse de Nuscents

31 déc. 2024

Hi there, thank you for your review. We appreciate your support and comments above, and we're glad our products please you. Have a wonderful day.