FAQs

Frequently Asked Questions

1 - WHO WE ARE?
Our promise, purpose and mission.

Our Promise
To create quality products that perform as they should, candles and diffusers that completely fill a room with scent.
To always put the quality and performance of our products first. 
To offer the best possible product for the fairest price possible

Our Purpose 
To enhance our daily life with scent, in our homes, workplace and places of experience.
To inspire our customers to burn their candle everyday for themselves and not for a special occasion because everyday is special 

Our Mission 
Our mission is to encourage you to use scent everyday to enhance your life by creating a collection of emotive products.
To always be personal, considerate, kind and do the best work we can to make your experience with us memorable and special.
 To inspire you to burn their candle everyday for yourself and not savour it for a special occasion. Everyday is special and so are you!

 

2 - SHIPPING & RETURNS

How much is shipping?
Standard shipping is £4.50 and free delivery on orders over £80. We aim to deliver within 2/4 business days. 

International Customers
Unfortunately we do not ship Internationally. This is something we are working on. Please contact support@timelessbyliana.com for any queries

Price
All prices are quoted in pounds sterling and are inclusive of VAT (as may be prescribed by law from time to time), unless otherwise specified. Posting and packing prices may be charged in addition to the price of any goods. 

What is your returns policy?
We hope that you are delighted with your gift and love it as much as we did making it, however for some reason you are not, you can return your product to us in the same packaging you received your goods in. All items must be returned within 28 days of receipt. All returns must have been purchased directly from www.timelessbyliana.com only. 

Please note, we cannot accept unwanted goods in an unsaleable condition.

To return this, please email support@timelessbyliana.com

I have an issue with my box or order…
We do everything we can to ensure your order arrives to you in perfect condition however unfortunately damages can happen. If you have any issues please do not hesitate to get in touch and we will be happy to resolve this. Please contact us at  support@timelessbyliana.com with your order details and one of our customer care team will be in touch!

CANCELLATIONS & RETURNS

Our Liability
Nothing in these Terms seek to exclude or limit liability for death or personal injury arising as a result of negligence caused by us, our directors or any of our staff or for fraudulent misrepresentation.

If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking our contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

If the customer is a business, our total liability for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to 100 per cent of the total sums paid by the customer for products under such contract.

Third Party Links
We will not be responsible or liable for your use of any other websites which may be accessed via links within this website. We do not control these websites and are not responsible for their content. Any such links are provided merely as a service to users and their inclusion does not constitute an endorsement by or affiliation with us.

Intellectual Property
Timeless by Liana LTD is the registered owner of the Timeless by Liana  trade-marks used by us in the course of our business.

The contents of this website (including pictures, designs, themes, logos, photographs, text, software and all other materials) (the "Materials") are owned by Timeless by Liana  or its third party licensors. You may not copy, reproduce, download, post, record, transmit, commercially exploit, edit or distribute the Materials in any way without our prior written permission. All use of the Materials is on the basis that you are using this website in good faith for domestic purposes or for the purposes of placing an order with us.

Ordering
Once you have submitted an order for goods, you will receive an e-mail confirming receipt of your order (the "order confirmation"). You will receive a further e-mail from us once the goods have been dispatched from our warehouse; at this point a binding contract will be concluded between us.

Product Description and Images - The images of the products on our website are for illustrative purposes only. The packaging of the product may vary from that shown in images on our website.

Do you offer Gift Wrapping?
All our products are wrapped in tissue paper. If you wish to have a gift message added please complete the “add gift message”  before checking out. 

Payment
Online payment will be provided in a secure environment. Payments must be made by one of the following credit card payment methods - Visa, MasterCard, American Express, Switch, Solo, Delta, Electron, PayPal, Apple Pay, Google Pay, Klarna and Shopify Pay.

Fraudulent use of credit cards will be reported to the relevant authorities. If the issuer of your payment card refuses to pay or does not for any reason authorise the payment to us, we will not be liable for any delay or non-delivery of the products.

3 - PRODUCT CARE

Product Advice

How do I burn candles safely?
On the first burn of the candle, ensure it burns to the edge with the melted liquid covering the top. This will take approximately 2 hours, doing this will ensure you get the most out of your candle and prevent future tunnelling. Trim the wick to 5mm after each burn to prevent smoke and residue from the flame and on the vessel. We recommend you burn your Timeless candle for no more than 4 hours. Do not light the wick when the wax level is below 10mm. Take your everyday moment and enjoy the scent. 

How strong are your scents? 
All our candles and diffusers are made with the maximum dosage of fragrance allowed to give the optimum premium result and desired effect. 

Are your products tested?
Yes, all our products are made by a worldwide leading candle manufacturer. Our products are tested in their laboratory by a specialist  

Where are your products made?
All our products are made in the UK. Our candles, room sprays, diffusers and hand products are made in Scotland.

Are you hand products vegan?
Yes, all our hand and body care products are Vegan friendly 

How long will a candle last? 
In ideal conditions our standard 220g candles will burn for 45 hours. Our 80g votive candles will burn for 20 hours. Follow our candle care instructions for optimal results. 

How long will a diffuser last? 
In ideal conditions our diffusers will last 4 months. For optimal results replace the reeds with our fibre reeds after 8 weeks 

Why do you say to stop burning with 10mm of wax left?
We advise against burning your candle below 10mm of wax as there may not be enough left in the candle to absorb the heat coming from the flame. Doing this can lead to the glass becoming too hot and risks the glass cracking. 

 

4 - STOCKISTS ENQUIRIES

If you would you like to find out more about stocking our products, then please send all enquiries direct to Liana at liana@timelessbyliana.com

Please ensure that you supply us with the nature of your business with your business address, along with some contact details for yourself and we will get back in touch.

We look forward to hearing from you.

 

5 - HOTEL PARTNERSHIPS

If you would like to find out more about scent marketing, then please get in touch. We offer a bespoke and personal service creating scents and products that compliment your Hotel and guests. We offer a full branded and scent development service to suit your needs.

Please send an email to Liana at liana@timelessbyliana.com to receive a copy of our brochure.

Please ensure that you supply us with your contact details, position in the business, and the business address, and we will get back in touch with you.

We look forward to hearing from you.

 

6 - CORPORATE GIFTING AND SERVICES

From property and house gifting, to employee rewards, it is important to give back and show appreciation for loyalty and service. We would love to hear from you if you would like to find out more about gifting to your team, clients and customers

Please send an email to Liana at liana@timelessbyliana.com to receive a copy of our gifting and services brochure.