Frequently Asked Questions about
Candles and Other Product Information
Can I customise the scent or design of the candles?
Yes, absolutely! We take pride in offering customisable options for the designs of our custom candles. We understand that everyone has unique preferences and desires when it comes to their candles, and we want to provide you with the perfect personalised experience.
Additionally, our talented chandler can work with you to create custom designs, labels, or packaging for a truly one-of-a-kind candle that reflects your style and vision.
Kindly be aware that the colours presented in mockups serve as a representation of the final product and may not precisely match the physical appearance.
Can you provide recommendations for candle gift sets or bundles?
Absolutely! We understand the joy of giving and receiving candle gifts. Our team has curated a selection of candle gift sets and bundles that are beautifully packaged and thoughtfully arranged. These make for delightful presents for birthdays, holidays, or any special occasion. Please check our gift section for the available options.
Are your candles made with natural ingredients?
Yes, our candles are crafted using high-quality, natural ingredients. We prioritize using sustainable and eco-friendly materials, such as soy wax, to ensure a clean and non-toxic burn. We believe in creating candles that not only enhance your environment but also align with our commitment to environmental consciousness.
How should I properly care for and maintain my candles?
To maximize the lifespan and enjoyment of your candles, it's important to follow a few simple guidelines. Always trim the wick to about 0.5cm before lighting to prevent excessive smoke and ensure an even burn. When burning the candle for the first time, allow the wax to melt evenly across the surface. Avoid burning the candle for more than 3 hours at a time and keep it away from drafts or flammable objects. Remember to extinguish the flame safely and never leave a burning candle unattended.
Frequently Asked Questions about
Shipping and Delivery
What is the estimated delivery time for your candles?
Our estimated delivery time for candles is typically 3-7 business days, depending on your location. Please note that delivery times may vary during peak seasons or due to unforeseen circumstances. Rest assured, we make every effort to process and ship orders promptly to ensure you receive your candles in a timely manner.
Can I choose to pick up my order through click and collect?
Yes, we offer a convenient click and collect option for local customers. During the checkout process, you can select the click and collect option and choose a designated pickup location. Once your order is ready, we will notify you, and you can arrange a time to pick up your candles.
What shipping options are available for my online order?
We provide a range of shipping options to accommodate your needs. At checkout, you'll have the choice of standard shipping, or express delivery. Our standard shipping typically delivers within 3-7 business days, while express delivery ensures quicker delivery within 2-4 business days.
Frequently Asked Questions about
Returns and Refunds
What is your return policy for candles?
We want you to be completely satisfied with your candle purchase. If, for any reason, you're not happy with your candles, please reach out to our customer service team within 30 days of receiving your order. We will gladly assist you with the return process and provide a refund or exchange, subject to our return policy.
Are there any items that are not eligible for return or refund?
For hygiene and safety reasons, we cannot accept returns or provide refunds on used candles. Additionally, personalised or custom-made candles are non-refundable unless they arrive damaged or defective. Please refer to our return policy for more detailed information.
How can I request a refund for a product I purchased online?
If you wish to request a refund for a product you purchased online, please contact our customer service team within 30 days of receiving your order. They will guide you through the refund process and provide the necessary instructions. We strive to process refunds promptly and efficiently.
What should I do if the item I received is damaged or defective?
We apologize for any inconvenience caused by a damaged or defective item. If you receive a damaged or faulty candle, please contact our customer service team immediately. We will work diligently to resolve the issue and arrange for a replacement or refund, depending on the specific circumstances.
Frequently Asked Questions about
Other General Questions
Do you offer wholesale or bulk purchasing options?
Yes, we offer wholesale and bulk purchasing options for businesses or individuals looking to buy candles in larger quantities. Please get in touch with our customer service team to discuss your specific needs and receive more information on available discounts and terms.
Are your candles handmade or mass-produced?
Our candles are thoughtfully crafted in small batches or individually made to ensure exceptional quality and attention to detail. We maintain a hands-on approach to guarantee the highest standards. Each candle receives personal care and craftsmanship to deliver a beautiful and consistent product.
Do you offer any special discounts or promotions?
Yes, we frequently run special discounts and promotions on our candles. To stay updated on the latest offers, we recommend signing up for our newsletter or following us on social media platforms. This way, you'll be the first to know about exciting deals and exclusive promotions, allowing you to save while enjoying our exceptional candles.