Frequently Asked Questions
Scent Selection & Experience
Each Told London fragrance is designed to evoke a specific mood, with notes carefully crafted to match. For example:
- City Grandeur, London – invigorating and energising
- Highland Retreat, Scotland – cosy and calming
- Glorious Gardens, England – fresh and relaxing
- Island Breeze, Seychelles – tropical and uplifting
- Night Blooms, India – heady and exotic
- Dancing Light, Lake Como – light, bright, and refreshing
We know it’s tough to choose scent online. While we don’t provide samples, we do
offer an 80g Candle at an accessible price – a great way to experience a scent in your home.
For unwinding in the evening or a calming backdrop, Highland Retreat, Scotland (with its soothing smoky and woody notes) is a favorite. Its gentle warmth makes it perfect for relaxation or bedtime rituals.
Island Breeze, Seychelles brings an airy tropical zest, and City Grandeur, London has an invigorating tea-and-citrus profile that can energize a space.
Certain scents shine in different seasons. Glorious Gardens, England is ideal for spring/summer with its lush floral notes (imagine walking through an English garden in bloom) , whereas Night Blooms, India with its rich exotic florals and spices adds coziness in autumn/winter. Similarly, Highland Retreat, Scotland is a naturally warming, nurturing fragrance and is also a favourite as the nights draw in. (Of course, all can be enjoyed year- round, but you may find you gravitate to some at specific times of the year.)
Yes, there are variations. Dancing Light, Lake Como for instance, has a vibrant floral-aquatic throw that can fill a large room, whereas Glorious Gardens is a bit softer, giving a gentle, clean floral background. If you’re sensitive to strong scents, you might start with one of our fresher or powdery fragrances and use fewer reeds or a smaller candle for a subtle effect.
City Grandeur, London is very popular as a sophisticated all-rounder – it’s neither too floral nor too intense, making it a great introduction to our range. Many customers also love Glorious Gardens, England as a first choice because its universally appealing floral scent is easy to love.
The current collection features six signature destination-inspired scents. We do have plans to explore new destinations and concepts in the future – sign up to our newsletter to be the first to learn about upcoming limited editions or seasonal releases as our story continues to unfold!
You can sign up on our website at the bottom of the page, just add your email to be included in our newsletter mailing list for fragrance news, special offers, giveaways and more.
Following its launch to press, fragrance influences and the public in August 2025, the new Dancing Light, Lake Como collection received fantastic feedback and is currently the highest-rated fragrance on our website.
Night Blooms, India—with its opulent jasmine, clove and vanilla—is a warm, sensual choice. It creates a rich, enveloping mood that enhances intimate evenings.
Let us help you explore:
- Floral: Glorious Gardens or Dancing Light
- Woody: Highland Retreat
- Fresh: City Grandeur
- Spicy: Night Blooms
- Citrus: City Grandeur
Absolutely. Try creating a scent journey through your space - for example, a bright, fresh scent like City Grandeur in the kitchen or entryway, and a calming scent like Highland Retreat in the bedroom.
We are developing discovery sets. Please sign up for our newsletter to hear first.
Our Products
All Told London candles and diffusers are designed and poured here in the UK.
Each one is crafted with a strong focus on quality and sustainability - our beautiful porcelain vessels are refillable and endlessly repurposable, so you can enjoy them again and again.
At Told London, we use porcelain for our candle vessels because it’s both beautiful and sustainable.
Porcelain is refillable, durable, and endlessly reusable, which means you can enjoy your vessel for longer- simply refill or repurpose it however you like.
Porcelain also has a clean, timeless look that complements any space, ensuring our candles feel as elegant as they smell.
The intricate illustrations on the porcelain jars of Told London are created by UK-based celebrated artist Kerry Lemon, who was commissioned to craft the hand-drawn visuals inspired by the locations.
We use 100% natural soy wax and clean cotton wicks to create a longer, cleaner burn with minimal soot compared to paraffin wax. Our plant-based, renewable wax is carefully tested to provide a steady, slower fragrance release for a beautifully balanced scent experience - all with a lower environmental impact.
The 300g candle burns for around 60 hours, the 80g candle for approximately 16 hours, and the reed diffuser lasts for up to three months.
Yes, we include a high fragrance load for excellent diffusion. The diffusers have been extensively tested to fragrance even spacious areas.
Our products comply with international safety standards, including IFRA and EC Regulation (EC) No 1272/2008 (CLP). While our formulas are phthalate-free and paraben-free, and safe when used as intended, they are not edible or drinkable and may be harmful if misused. Like most fragranced products, some ingredients can be hazardous to aquatic environments and should be kept away from waterways. Full safety information is provided on our packaging and CLP labels.
Yes. Told London candle wax is plant-based, and our scents do not contain materials or ingredients like beeswax, musk, or other animal extracts. We never test on animals and we ensure our suppliers and formulators uphold the same standard. Being a UK-based indie brand, we also don’t sell in countries that require animal testing. We’re proud to have been recognised as a “Conscious Brand” finalist in 2025 at the Boutique Awards for our commitment to ethical and sustainable practices.
Give your vessel a gentle wash in warm soapy water before repurposing to keep it clean and ready for its new life.
Refill with a new candle or diffuser oil: Our vessels are designed to be refillable, so you can enjoy your favourite scent again and again. 🕯️
Mini planter: Perfect for succulents, herbs, or small flowers. 🌱
Storage jar: Keep jewellery, coins, or office supplies neatly inside. 💍🖊️
Desk or vanity organiser: Hold makeup brushes, pens, or stationery. ✨
Yes, each Told London vessel features hand-drawn illustrations inspired by the scent's story and place of origin. While they share the same elegant porcelain form, the artwork and mood are unique to each fragrance. Many customers collect them as timeless design objects.
Yes, we offer beautifully designed wick trimmers and snuffers to complement your candle care ritual. They help extend the life of your candle and preserve the integrity of the wax and wick.
Our products are safe when used as intended and placed out of reach of children and pets. Like all fragranced products, candles and diffuser oils should never be ingested or applied to the skin. Always supervise use and follow safety guidance on the label.
Yes. Each fragrance is designed with a layered structure, unfolding in stages just like a fine perfume. You may first notice brighter top notes, followed by a rich heart and long-lasting base as the candle burns or diffuser settles into the room.
Gifting
If you’re unsure of someone’s scent taste, you might go with our more universally-loved fragrances. Glorious Gardens, England is a safe bet for its elegant floral freshness, and City Grandeur, London is very versatile. Also consider the person’s personality or favorite places - if they love to travel, maybe a scent like Island Breeze, Seychelles could whisk them away. We also have a discovery set in the works, but meanwhile our 80g candles can be a lovely introduction to the brand.
Yes, you can enter the recipient’s address at checkout for direct delivery. We never include prices in the package – the receipt is emailed only to you.
We do accommodate corporate or bulk gifting requests. If you’re looking to purchase a large quantity of candles or diffusers for clients, events, or weddings, contact our customer service where we can discuss arrangements and volume pricing. We’ve helped corporate clients share the gift of fragrance, and we’re happy to work with you for a memorable gift.
Be sure to keep an eye out for special offers, especially during the holiday season. We also release limited-edition scents and vessel designs for festive occasions. Check out the website or subscribe to our newsletter to stay updated on holiday specials and exclusive releases.
We are introducing digital gift cards that can be emailed directly to the recipient. It’s an ideal choice if you’re unsure of their scent preferences. Sign up to our newsletter so you know when they are available.
We are working with our fulfilment partners to make this happen soon.
We release curated gift sets seasonally, especially around Christmas and key gifting moments. Keep an eye on our website or subscribe to our newsletter for early access.
Unfortunately, no. We work with Shopify and are limited by their functionality.
Care & Usage
Burn matters
- Always allow your candle to burn long enough on the first use for the wax to melt evenly across the surface (2-3 hours). This helps prevent tunneling and ensures an even burn every time.
Trim the wick
- Before each burn, trim the wick to 0.5 cm. This keeps the flame steady, prevents soot, and reduces the risk of the wick mushrooming.
Safe burn practices
- Always burn your candle on a heat-resistant surface.
- Never leave a burning candle unattended
- Keep away from children and pets.
Re-purposing and refilling
- Once your candle is finished, wash out the vessel with warm soapy water.
- Refill with your favourite candle refill, or use the vessel for another purpose (storage, a mini planter, or desk organizer).
Storage
- Keep candles in a cool, dry place away from direct sunlight to preserve fragrance and prevent the wax from softening.
We recommend lighting your candle 30 minutes before guests arrive to gently scent the room. Use soft lighting, play a curated playlist, and let the vessel become part of your decor. Diffusers work best in entryways, bedrooms, or powder rooms.
A shorter wick avoids high flames, sooting, or “mushrooming” and helps the candle burn evenly. We recommend trimming to 0.5cm with a Told London wick trimmer as required.
We recommend using a Told London snuffer to avoid splatter. Re- centre the wick while the wax is soft, and cover with your Told London solid metal lid once cooled to protect the wax.
Store in a cool, dry place away from direct sunlight.
Insert all the reeds for the maximum fragrance throw or fewer reeds for a subtler scent. Place in a central location, flip the reeds every week or two to refresh the fragrance (note: flipping more often boosts scent but will use up the oil faster).
Safely remove any remaining wax with warm, soapy water and avoid harsh scrubbing to preserve the illustration.
The porcelain jars are designed to withstand heat, but they may warm up. Always place on a heat-resistant surface and handle with care until fully cooled.
Allow the candle to burn long enough on first use (2–3 hours) to form an even melt pool. If tunnelling occurs later, try letting the candle burn for a full 4 hours on the next use to correct the wax memory. Trimming the wick can also help even the burn.
Soot often appears if the wick is too long or if the candle is in a draft. Trim the wick to 0.5 cm before each burn and keep away from windows or vents. Wipe the inside rim with a soft cloth after cooling to keep it clean.
Told London fragrances are not specifically designed to be layered, but feel free to experiment. Some customers enjoy burning two complementary scents in larger spaces- for example, a fresh citrus in one corner and a deeper floral or woody scent in another - to create dimension. Just ensure the fragrances don’t compete and the combined scent remains pleasant to you.
Refills
Wash the vessel with warm soapy water, removing any leftover wax and wick base, then insert the new wax refill (which includes a pre-set wick) into the porcelain vessel. No extra tools needed.
Ensure the vessel is clean and free of old wax; if any residue remains, gently wash and dry the porcelain so the new refill sits securely.
Yes – you can choose a different scent refill for your existing vessel. The refills are designed to fit universally, so feel free to try a new fragrance in the beautiful jar you already have.
Yes - our 300g candle refills use a premium soy wax blend and will burn for just as long as the original candle. The refills are packaged in beautifully illustrated paper to reduce waste.
Decant the new diffuser oil into your porcelain diffuser vessel and insert the fresh reeds to ensure optimal scent diffusion.
Yes - diffuser refills include a new set of reeds.
Definitely – Told London refills are priced lower than the full size products, making
them an economical choice . Plus, you’re reusing the porcelain vessel, which cuts down on packaging waste and gives the product “a future life” beyond a single use.
Indefinitely! Our high-quality porcelain is very durable, so you can keep refilling and reusing it for years. As long as you take basic care when cleaning and refilling, the vessel is designed to be a long- lasting keepsake.
Currently, our refill system is designed for our 300g candles and 200ml diffusers. We do not yet offer refills for the 80g minis, which are intended as an entry-size or travel option.
Not yet - but we are actively exploring a subscription option for refills and core fragrances. Join our newsletter to be the first to know when this service launches.
Sustainability
Sustainability is core to our design. We use materials and practices that minimize waste and environmental impact – from our refillable, endlessly repurposable porcelain vessels to our natural wax and responsibly sourced ingredients . Our packaging is mostly recyclable paper and cardboard, and we avoid single-use plastic where possible. We aim for our products to be as kind to the planet as they are to you.
By offering refills for all our candles and diffusers, we eliminate the need to buy a new vessel each time. This significantly cuts down on packaging and resource use – you re-use the same jar instead of throwing it away. It’s a win for the environment and for you (since refills cost less). We encourage customers to keep their beautifully crafted jars and just refresh the fragrance, embodying our reuse philosophy.
Absolutely!Our vessels are designed to have a life beyond the initial candle. Once cleaned out, you can use them decoratively or functionally – for example, as a make-up brush holder, a pen pot, a small vase, or simply a display piece . Many customers love that the jars remind them of the scent’s story even after the candle is gone. (And because they’re high-quality porcelain, they look elegant in any setting.)
We use a blend of natural and safe synthetic ingredients (for sustainability and performance). Many of our key notes are natural essential oils or absolutes – like real cedarwood, rose, or jasmine – sourced from reputable suppliers who ensure fair labor practices and sustainable harvesting. When we use synthetics, it’s often to replace animal-derived notes (like ambergris or musk) or to avoid over-harvesting endangered plants. In all cases, quality and ethics are paramount.
We produce locally in the UK whenever possible (reducing shipping emissions) and ship from a central UK fulfilment centre. Our packaging is right-sized to avoid excess bulk, and we chose porcelain for vessels in part because it’s durable (less breakage = less waste). We also ship orders in recyclable packing materials.
Yes. We use FSC-certified cartons, cotton drawstring bags, glass bottles, and illustrated paper wraps. All our primary and secondary packaging is recyclable or reusable, and completely plastic-free.
We comply with IFRA standards for fragrance safety and CLP Regulation (EC) No 1272/2008 for product labelling. Full safety and allergen info is detailed on all our packaging.
Ordering
We accept all major payment methods: Visa, Mastercard, American Express, as well as popular digital payments like Apple Pay and PayPal. You can shop with confidence using our secure checkout.
Our website supports multiple currencies for your convenience. You can select your currency (GBP, EUR, USD, AED, etc.) based on region – prices will display accordingly. At checkout, you’ll be charged in the currency you selected (or in GBP by default if your currency isn’t listed, with conversion handled by your card). This way, you have transparency on pricing without surprises.
Not at all; you may check out as a guest. However, creating an account can be helpful for tracking orders and saving your preferences for next time. It’s totally up to you.
If you reach out to us quickly after placing the order, we’ll do our best to accommodate changes or cancellation. Once an order has been processed for shipping, it’s harder to modify. Please contact our customer service with your order number as soon as possible if you need to adjust something (like shipping address, item quantities, or to add/remove a product).
If something goes wrong (e.g. payment glitches, website error, or no
confirmation email), reach out to us via the Contact page or at our support email immediately. We can verify if the order went through and help resolve any technical issues. Rest assured, we’ll make sure you either have a successful order or, if a transaction fails, no charge is made.
We don’t run sales frequently, but we do have occasional promotions. We may have special offers around holidays or for subscribers to our newsletter. Follow our social media or subscribe to stay informed about any limited-time promotions or first-time customer offers.
It depends on your location. For UK and Europe orders, prices include VAT. For international orders (for example, US, Middle East), we do not charge local taxes – you might be responsible for any import duties or VAT upon delivery per your country’s regulations. The courier will inform you if any such fees are due. (We know customs fees are no fun, but we want to be transparent that they are outside our control.)
Absolutely. We use a reputable e- commerce platform with encryption and secure payment gateways (SSL). Your credit card data is handled safely by compliant processors. We never store your payment info on our servers. Shop with confidence that your data is protected.
Currently, we do not offer Buy Now, Pay Later options, but we are looking into adding this for added flexibility. Let us know if this is of interest.
Yes. On the product page, you can enter your email to receive an automatic back-in-stock alert as soon as it becomes available again.
Shipping & Delivery
We currently ship to the UK, most of Europe, North America, the Middle East, and many other regions worldwide. Our website will let you select your country at checkout (or show a message if we cannot ship to that location). If you’re unsure, you can find the country list in our shipping info or contact us. (We ship to dozens of countries – likely wherever you are, we can reach you!)
It depends on your location. For example, UK orders typically arrive in 2–5 business days. European deliveries might take around 5–10 days. North America and Middle East orders usually arrive in about 7–14 days. These are estimates; once you input your address, we’ll provide more specific shipping options/times. (Please note remote areas or unforeseen customs delays can affect transit time.)
We offer free standard shipping on qualifying orders – for instance, currently free shipping kicks in at £60 / €120 / $150 order value . For orders below that threshold, shipping is calculated at checkout based on your region and order weight. We’ll always show you the shipping cost before you finalize your order.
Possibly. We ship from the UK, so if you’re outside the UK, your government may impose import duties or VAT. These fees (if any) are the responsibility of the receiver if shopping outside the UK and Europe. The delivery company will contact you to collect any required fees. We handle all necessary paperwork to smooth the customs process. If you have questions about import taxes, check your country’s import guidelines.
We take great care in packing your order. Each porcelain candle or diffuser is nestled securely in its box, and then placed in a sturdy outer shipping box with ample cushioning. Our goal is that it arrives in perfect condition.
Yes. Once your order ships, you’ll receive a shipping confirmation email with a tracking number and a link to track the shipment. You can follow the progress all the way to your doorstep. If you have an account on our site, the tracking info will also be available in your order history.
Within the UK we offer next day delivery for £6.95, or free for orders over £60. Outside of the UK if you need a faster delivery (for a gift deadline, etc.), please contact us – we may be able to arrange an expedited courier for an additional fee, depending on your location. We’ll always try to help if you have a time-sensitive request.
If your tracking hasn’t updated in a long time or the package exceeds the expected delivery window, please get in touch with us. We will contact the courier to investigate. Packages are insured – if it’s confirmed lost, we will of course send you a replacement or refund. Your satisfaction is our priority, and we’ll work to resolve any shipping mishaps.
Please let us know within a few days of delivery if something arrives damaged. Email our customer support team with your order number and photos of the damage. We will promptly arrange a replacement or refund for the affected item . (And we’ll file a claim with the carrier so you’re not inconvenienced.) We want you to enjoy our products at their best, so we’ll make it right.
In most cases, no signature is required unless requested. Our couriers may leave the package in a safe place or attempt redelivery. You can track and manage your delivery via the courier’s link.
Unfortunately, due to the fragile nature of our porcelain vessels, we are unable to ship to PO boxes or military forwarding addresses.
Returns & Exchanges
We hope you love your Told London purchase, but if you need to make a return, we accept returns of unopened, unused products within 30 days of delivery. The items should be in their original packaging and condition. Once we receive the returned product, we’ll process a refund to your original payment method. (Note: Original shipping fees are non-
refundable, and return shipping may be at your expense unless the return is due to our error or a product issue.)
Simply contact our customer support (email or the form on our Contact page) with your order number and the item you’d like to return/exchange. We’ll provide you with return instructions, including the return shipping address. If it’s an exchange, let us know which alternative product or scent you’d prefer. We’ll guide you through the process and keep you updated.
If a product has been lit or opened, we typically cannot accept it for a full refund (since it’s no longer in resalable condition). However, if you tried a scent and it’s not to your liking, please reach out – we want you to be happy, and we may offer an exchange or a store credit on a case-by-case basis. For diffusers, if only a small amount was used and you find the scent unsuitable, talk to us and we’ll see what we can do. Our policy is to be reasonable and understanding, even though we can’t resell used items.
Our sincere apologies! In the rare event we send the wrong scent or if there’s a quality issue, contact us immediately. We will arrange to send you the correct item right away, and we’ll cover any shipping costs to return or replace the item. For defects (e.g. a diffuser bottle leaking, or a candle with a production flaw), we will replace it. Your satisfaction is very important to us, and we stand by our quality control.
Once we receive your returned item and inspect it, we typically process the refund within 3–5 business days. After we issue the refund, it may take a few additional days for your bank or credit card company to post it to your account. We’ll send you a confirmation when the refund is processed on our end.
Yes, if your product is unopened, you can exchange it for another scent (subject to stock availability). Just initiate a return/exchange request as described above, and mention which scent you’d like instead. We’ll provide instructions – often, we’ll ask you to return the original (in sellable condition), and we’ll send out the new scent choice. If there’s a price difference (for example, exchanging an 80g candle for a 300g), we’ll settle that with you. We want you to get a fragrance you truly love!
Absolutely. We understand not every gift will be a perfect match. Please contact us with the gift giver’s name or order number (if you have it; if not, we’ll find a solution). We can offer a gift exchange or a store credit to you, so you can choose another product. We’ll handle it sensitively (gift givers usually aren’t notified, so no awkwardness). The item should be unused, and we may need it returned. We’ll make sure you as the recipient are taken care of.
For UK customers, if you’re returning due to a product issue or exchange, we’ll provide a prepaid return label. For change-of-mind returns, return shipping is typically at the customer’s cost. For international returns, we currently do not provide free return shipping unless the item was defective or an error on our part. We know international shipping can be pricey, so we encourage reaching out to discuss any concerns – we try to find fair solutions.
Yes, during the holiday season we extend our return window to 45 days. Returns must be unused and in original packaging.
Yes. To ensure safe transit and processing, items should be returned in their original outer box and packaging inserts.
No. Purchases made through our website must be returned via our online returns process. Our stockists operate independently and cannot process returns for orders placed directly with us.
Brand
Told London was founded by husband-and-wife team Christopher and Lillie Edgar in 2024. They previously ran an indie fragrance brand and launched Told London as a refined vision of “slow luxury” – fewer, improved products inspired by places they love. Their passion for art, travel and scent storytelling is at the heart of the brand’s origin.
The name reflects our philosophy that every fragrance has a story to be told. “Told” evokes storytelling – each scent narrates a place or memory – and London is our home base, influencing the blend of heritage and contemporary design.
Each scent in the Told London collection is inspired by a real location which holds great meaning to our founders. We weave the narrative of that place into the fragrance
notes and even the vessel’s artwork. For example, Highland Retreat, Scotland captures the
feeling of a misty highland morning, and its jar illustration and scent notes work together to
transport you there. Our fragrances are designed to awaken memories, spark imagination,
and transport you to places near and far.
We see scent as an art form. Not only do we collaborate with skilled perfumers to craft complex, nuanced fragrances (akin to fine perfumes for the skin ), we also treat the visual design as art – each porcelain vessel features original hand-drawn artwork by illustrator Kerry Lemon, encapsulating the essence of the scent’s story. This union of olfactory and visual art is what creates a truly immersive experience.
Yes, we do. We partner with experienced perfumers in the industry to bring each scent story to life. (For instance, the Dancing Light, Lake Como fragrance was developed with perfumers Rut and Nic Mastenbroek, ensuring the fragrance is nuanced and of the highest quality.) By collaborating with such talent, we ensure our home fragrances are as sophisticated and layered as luxury fine fragrances.
We take a fine perfumery approach to home scent. That means multi-layered notes, top-quality ingredients, and a focus on how the scent evolves in the air – much like a high-end perfume on your skin. Our scents are sophisticated and built with a complexity more akin to personal fragrance, which gives a richer experience than standard one-note home candles. Combined with the artistic presentation, this elevates the entire product.
Yes, we’re proud to have already garnered industry recognition.
- Finalists for Best Indie Brand and Best Wellness Product in the 2025 Boutique Star Awards
- Fragrance Foundation Awards 2025, Runner-up for Best Newcomer.
- At the Pure Beauty Awards we were honoured with Silver for Best Wellness Product, and we also took home Bronze for Best New Indie Brand.
- We’ve also been featured in press publications and praised by fragrance experts (for example, Beauty Bible’s Jo Fairley highlighted our “stunning fragrances” and collectible porcelain vessels ). Such honors and feedback are humbling for a young brand and motivate us to continue striving for excellence.
We primarily sell through our online store (shipping internationally). However, we do partner with select boutique retailers and concept stores in the UK and abroad – check our site or contact us for an up-to-date list of stockists. We also occasionally pop up at fragrance fairs or events, so customers can discover our scents in person.
Slow luxury is our guiding ethos. It means we focus on quality over quantity – we “make fewer, better things”, using time-honoured craftsmanship and materials chosen with care. Rather than chasing fast trends, we design products for longevity and reuse, like our refillable porcelain vessels, to be cherished well beyond their initial use. It’s a more sustainable, mindful approach to luxury – savouring the story and experience each product brings, instead of constantly discarding and moving to the next.
No, we ship to multiple regions (UK, Europe, North America, Middle East and more). Our pricing can display in various currencies for convenience, and we have customers around the world who have embraced our scents. We’re based in London, but our outlook is global – much like the destinations that inspire our fragrances.
We’re always brimming with ideas! In the near future, we plan to launch a fine fragrance (personal perfume) collection, so you can wear our storytelling scents, not just have them in your home.
We’re also exploring other home ambience products and collaborations that align with our brand. Join our newsletter for sneak peeks – we can’t wait to share the next chapter of our story.
Currently we do not offer engraving, but it is something we are exploring for future gifting editions. Sign up for our newsletter for updates on bespoke or limited-edition offerings.
Yes, we occasionally offer promotions for first-time orders. We are also developing a loyalty program for returning customers - details coming soon.