FAQ's
Frequently Asked Questions
CANDLE CARE
- THE FIRST BURN
When lighting for the first time, burn the candle until wax melts all the way across for a maximum of 4 hours. This will prevent tunneling. This is when the wick starts to sink lower and lower like a tunnel is forming right through the center of the candle. The tunnel will grow so deep that it will be tough to light the wick at all.
- TRIM YOUR WICKS
We recommend and encourage trimming your wick before every lighting. The wick only needs to be between 1/4 to 1/8 inches long. Trimmed wicks will give you a cleaner and brighter burn and will control the size of the flame allowing you to get the most time out of your candle. Also, keeping it this length will avoid unnecessary soot.
- KEEP THE FLAME AWAY FROM MOVING AIR
Keep your burning candle away from fans, air conditioning and open windows. Moving air can disturb the flame, leading to even more unsightly black marks on the glass.
- DO NOT BURN MORE THAN 4 HOURS AT A TIME
After 4 hours, the candle gets too hot and begins to evaporate fragrance oil and burn off quicker. We recommend burning in 2 to 3 hour increments.
If the candle gets too hot, depending on the candle, the wax can completely liquefy; and if that happens, the glue holding the wick can release and move across the bottom of the container.
Caution: if that happens, the flame can directly touch the glass and crack it. This is why you should stop burning a candle once 1/2 inch of wax remains.
- SAFETY FIRST
Never leave a candle unattended. Do not place lit candles near anything flammable, near window treatments and other object that can catch fire. Keep candles out of the reach of children and pets.
PRODUCTS
Q: What is a wax melt?
Wax melts are scented pieces of wax without a wick. They come in different shapes and sizes. A wax melt can give off a slight scent when cold; however, they are designed to be slowly warmed using a wax burner.
Wax melts work in either a tea light burner or an electric warmer.
Q: How long can I burn a segment of wax?
It is recommended to only burn your wax melt at 4-hour increments to get the most of the scent. Please also ensure you are using a 4-hour tealight if not using an electric warmer.
As to how long a segment of wax can last, this is a personal preference. You can change it as frequently as you like, or you can just wait until you can no longer smell the fragrance and change it then!
Q: Can I use your wax melts/home fragrance around my children or pets?
While the wax melts and home fragrances are safe to use around both children and pets, please keep them out of their reach.
Q: How do I clean out my wax melt?
Once either the fragrance has gone from your wax or you want a change, there are a few different methods you can use to change your wax melt.
The preferred method is to pop a tealight under the burner as normal for around 30 seconds, putting a small amount of pressure on the wax melt, this should slide right out of the burner.
Then give your burner a quick wipe with some tissue or a cotton pad and you are ready to go with a new melt!
Alternatively, if you wish to change your wax melt while the wax is still burning in the burner, you can blow out the candle and soak up the wax with tissue or a cotton pad. However please be careful as the wax will still be warm!
If you want to clean your burner with water, please ensure that the burner is fully dry before your next use. Any remnants of water left behind can affect the next wax melt you burn.
ORDER
Q: When will my order be ready?
The standard order turnaround time is 2-3 business days (this does not include shipping time)
Sometimes we get lucky and can get it out sooner!
During high volume times (sales, product launches) this may be extended. If you need your order in a rush kindly send us an email and we will do our best to accommodate you!
Q: How can I cancel or amend my order?
If you wish to cancel or make any changes to your order, please contact us immediately and we will try our best to assist you.
Unfortunately, we cannot cancel or amend any orders after 24 hours of ordering.
Q: Why do I have to pay for shipping?
As much as we would love to offer free shipping like many larger companies, it's unfortunately not something we as a small business can do.
Q: What is the refund/exchange policy?
All sales are final / we do not offer refunds. Please make sure you have reviewed your order prior to placing. In the event you receive a damaged item, a replacement will be sent in lieu of a refund.
Q: I haven't received my order
We are sorry to hear you are yet to receive your order.
If your order has been dispatched and it has been 10 business days since the dispatch date, please do contact us along with your order reference number and we can look into this for you.
Q: My order has arrived damaged/incorrect
We are so sorry to hear this. Please contact us at your earliest convenience along with your order reference number and photos of the damage or incorrect item and you will be sent a replacement item
Q: My package was lost / stolen.
Unfortunately, once a package is marked delivered, we are not responsible for the order after that point.