Our Values & Customer Commitment

We are fully committed to helping each and every one of our customers enjoy the best possible experience, This page sets out the levels of service that you can expect when purchasing with Marble Meltz, as well as relevant information on how we can help, should things not go according to plan

We Think Customer 

Our customers are really important to us. Having a simple shopping experience is what we strive for along with making sure when you visit our site or have an interaction with us we think how the customer does. we put ourselves in your shoes.  ​

We Do The Right Thing 

We always do the right thing, ensuring we use ethical an eco friendly products sourced from the best suppliers. All our wax melts, candles, carpet fresheners & car air fresheners are vegan friendly and use soy wax. we'll do right by our customers if the wholesale price of our products drop we pass this saving onto the customer. 

Our Complaints Procedure 

We are committed to providing an excellent service. We take all feedback seriously and welcome positive and constructive views on how we might improve.

As such we will strive to ensure that any complaints are:

  • acknowledged promptly;

  • taken seriously and properly investigated;

  • dealt with confidentially and fairly;

  • responded to appropriately; and

  • learned from.

How to make a complaint

We consider a complaint to be an expression of dissatisfaction about the standards of service, actions or lack of action by Marble Meltz our staff or anyone else involved directly in the delivery of our work.

please e-mail your complaint to Info@marblemeltz.co.uk 

Please make sure you include your name, address and contact telephone number in your email  so we can get in touch with you easily.

What we will do to respond to a complaint

We will acknowledge your complaint within five working days from receiving it and will send a formal response as quickly as we can, but within one calendar month.

Please note that if the issues raised in your complaint are complicated then we may need further time to properly investigate your complaint, but we will keep you updated as to when you can expect to hear back from us.

From time to time, we may receive complaints about matters that we are not able to comment on. Additionally, there may be very rare occasions when we will choose not to respond to a complaint (for example, where someone unreasonably pursues a complaint that we have already responded to; where the person making the complaint is being abusive or offensive in their correspondence; or where the complaint is incoherent or has been made anonymously).