Have a question? We are here to answer! Here you will find the most frequently asked questions and an explanation. If you still do not find your question please feel free to contact to us at [email protected] and we will be more than happy to help.
General Order Enquiries
Pamper Items
What is your turnaround time?
Our usual turnaround time is 3 working days from the date your order is placed.
We are a small, family-run business, and each order is prepared with care. During particularly busy periods, there may occasionally be a slight delay, but we will always do our best to keep you updated.
Please note that the turnaround time is separate from the delivery time. Once your order has been completed and dispatched, delivery times will depend on the postage service selected.
We are based in a village called Catterick, North Yorkshire
Yes! We offer local collection from our family home.
Please select the local collection option at checkout. Once your order is ready, we will contact you to arrange a suitable collection time.
As collection is from our family home, all collections must be arranged in advance. Please do not arrive without an agreed collection time.
We use Royal mail
Our postal fees are based on weight. These start from £3
Our Open Box Service allows you to build up your orders over time and have everything shipped together in one parcel, helping you save on postage.
How to use Open Box
1. Choose your items
Shop as normal, add your chosen items to your basket and proceed to checkout.
2. Select Open Box
At checkout, select the Open Box option. Complete your order and pay for your items as normal.
3. Keep shopping
Your paid items will be put to one side while you continue shopping. You can place as many orders as you like, simply selecting Open Box at checkout each time.
4. Ready to receive your orders?
When you’re ready to have your items shipped, place your final order and select Close Box at checkout.
5. Your orders will be shipped together
When you select Close Box, our fixed postage fee of £7.35 will automatically be applied to your final order. All your orders will then be combined into one parcel and shipped to you.
Important information
All items must be paid for as you place each order.
Select Open Box at checkout for every order you want to add to your box.
Only select Close Box when you’re ready for all your items to be shipped.
The £7.35 postage fee is automatically applied when you close your box, rather than being charged on every order.
Happy shopping!
No, sadly we do not at this current moment ship internationally
Yes, of course you can. Please fill out the delivery address at checkout. If you would like us to send a message with your order, please write it within the notes section at checkout and we can add that in for you.
We accept payments by PayPal, bank transfer or card. The available payment options will be shown at checkout.
For local collection orders, cash payment is accepted only if this has been agreed with us in advance. Card payments are available for collection orders over our minimum order value.
If your order arrives damaged, please get in touch with us as soon as possible at [email protected] within 48hours. Please include a clear photo of the damaged item and your order number so we can look into this for you and help resolve the issue as quickly as possible.
Please contact us within 48hrs at [email protected].
Do not open or remove any labels or packaging. We can arrange a replacement to be sent. We may ask for proof to support your claim.
If you wish to return an eligible item, please contact Emma’s Rainbows within 14 days of receiving your order to let us know that you would like to make a return. We will then provide you with the return instructions.
Once you have notified us, you have a further 14 days to send the item back to us. Items must be returned in the same condition in which they were received and, where applicable, in their original packaging.
Refunds
Once we receive your return, we will inspect the item and let you know whether your refund has been approved.
If your refund is approved, it will be issued to your original payment method within 14 days of receiving the returned item.
Please note that you are responsible for the cost of returning an item unless the item is faulty, damaged, incorrect, or otherwise does not conform to your consumer rights.
Once we have processed your refund, please allow additional time for your bank or card provider to process the payment and for the funds to appear in your account.
This returns policy does not affect your statutory rights as a consumer.
For hygiene and safety reasons, we cannot accept returns of pamper products that have been opened, used, or had their seal or protective packaging removed, unless the product is faulty, damaged, or not as described.
If you are unsure whether your item is eligible for return, please contact us before sending it back and we will be happy to help.
You can contact us by email at [email protected]
and we will get back to you as soon as possible.
If you enter your code at checkout under the section discount code it should automatically apply for you. Some codes handed out have to be used within a valid time frame so do check and if you are unsure please do contact us.
The name Emma’s Rainbows has a very special meaning to our family. It was inspired by my two rainbow children, both of whom were born following a loss.
They are a constant reminder that, even after the darkest of times, there can be hope, happiness and brighter days ahead. They give me the strength to believe that dreams really can come true.
That is what a rainbow represents to us , hope, strength and the promise of brighter days.
No, our bath bombs and selected pamper products are sourced from carefully chosen small, family-run businesses. As a busy SEN mum, I work hard to create and provide the handmade products that are made by Emma’s Rainbows, while also offering a lovely selection of pamper products for our customers to enjoy.
Before introducing any new products, we carefully select and test them to make sure they meet our high standards and are something we are happy to offer to you.
Where possible, we choose to work with other small and family-run businesses like ours. By shopping with Emma’s Rainbows, you are not only supporting our small business, but helping us support other small businesses too.
Yes, we out source these and ensure we use the best suppliers that use vegan friendly ingredient’s to make their products for us.
Absolutely! We love hearing which scents and fragrances you’d like us to stock.
We regularly ask our customers for suggestions and new scent ideas in our customer group, so you’re very welcome to join us there and have your say on what we’d like to introduce next.
We recommend keeping your soap and bath products in their original packaging until you are ready to use them.
Once opened, store products in a cool, dry place away from direct sunlight and moisture. Keeping products dry between uses will help them stay in the best possible condition and last longer.
Sponges should also be stored somewhere dry and well ventilated when not in use.
Our exfoliating sponges have two sides: one exfoliating side and one softer side.
Before use, wet the sponge with lukewarm water. Using the exfoliating side, gently massage your skin in small, light circular movements. There is no need to apply heavy pressure — gentle exfoliation is best. After around 30 seconds, rinse your skin with lukewarm water.
For best results, avoid exfoliating areas of broken, irritated or sensitive skin.
Please do not exfoliate sunburnt skin, cuts, wounds or other damaged areas of skin. Allow your skin to heal before exfoliating.
The softer side of the sponge can be used for gentle cleansing on normal, healthy skin.
After using your sponge, rinse it thoroughly and leave it somewhere clean and well ventilated to dry naturally. It will then be ready to use again the next time you shower or bathe.
With regular use, our sponges typically last around 4–6 weeks, although this can vary depending on how often they are used and how well they are cared for.
Once the soap has been used up, don’t throw your sponge away! The sponge can be reused around your home as a handy cleaning sponge, giving it a second life.
Our bath bombs are not suitable for children under 3 years of age
Wax Melts
https://emmasrainbows.co.uk/product-category/home-fragrance/
Remove all packaging and break off a small section of your wax melt bar. Place the wax melt into the well of your wax burner.
A little goes a long way, and you can enjoy hours of beautiful fragrance from your wax melt. The scent throw will vary depending on the size of the room, the amount of wax used and the type of burner you are using.
Please always follow the manufacturer’s instructions for your wax burner.
If you are using a tealight wax burner, please use an unscented tealight. Never leave a lit burner unattended and do not move it while it is burning.
Keep your burner away from draughts and out of reach of children and pets.
The easiest way to clean your wax burner is while the wax is still warm and in a liquid state.
Carefully use a cotton wool ball to soak up the melted wax. Take care not to burn yourself, as the wax and burner may be hot.
Dispose of the used cotton wool ball in your bin and allow the burner to cool if necessary.
Your burner is then ready for you to choose your next favourite scent and add a fresh wax melt.