Frequently Asked Questions
Welcome to our FAQ page! Here you’ll find answers to common questions about our candles and services. If you don’t see your question answered here, feel free to contact us directly.
General Questions
Q: What makes your candles special?
A: Our candles are hand-poured using 100% natural soy wax and pure cotton, lead-free wicks. Each candle is crafted with care to ensure a clean, long-lasting, and environmentally friendly burn.
Q: Are your candles made from natural ingredients?
A: Yes, our candles are made from natural soy wax, which is free from paraffins and harmful chemicals. We use pure cotton, lead-free wicks for a safe and clean burn.
Q: How long do your soy candles burn?
A: Burn time varies depending on the candle size and care. On average, our jar candles can burn between 40-60 hours, while sculptured candles may vary depending on their shape and use.
Q: Are your candles safe for people with allergies?
A: Our candles are made with natural soy wax and premium fragrance oils, free from harsh chemicals. However, if you have sensitivities, we recommend choosing unscented options or testing with shorter burn times.
Q: Why does my candle have a frosted appearance?
A: Frosting is a natural characteristic of soy wax and a sign that it is 100% natural. It does not affect the performance or scent throw of your candle and adds to its unique charm.
Q: How should I care for my candle to ensure the best burn?
A: To achieve an even burn and extend the life of your candle:
- Trim the wick to 5mm before each burn.
- Allow the wax to melt to the edges on the first burn to prevent tunneling.
- Burn your candle for no more than 4 hours at a time.
- Place your candle on a heat-resistant surface, away from drafts and flammable objects.
Q: Can I burn my sculptured candle?
A: Our sculptured candles are designed primarily as decorative pieces. If you choose to burn them, please follow all safety guidelines, place them on a dish to catch melted wax, and be aware that they may lose their shape quickly.
Q: Why does my candle produce black soot?
A: Black soot can occur if the wick is too long or if the candle is placed in a drafty area. Always trim the wick before lighting and burn in a still environment for a clean burn.
Q: What should I do if my candle starts tunneling?
A: To prevent tunneling, allow the wax to melt evenly across the entire surface during the first burn. If tunneling occurs, you can use a foil wrap technique to encourage an even melt.
Q: Are your candles vegan and cruelty-free?
A: Yes, our soy wax candles are 100% vegan and cruelty-free. We do not use any animal-derived ingredients or test on animals.
Q: Can I reuse the candle jar after the candle is finished?
A: Absolutely! Once your candle has burned down, you can remove any remaining wax and repurpose the jar for storage, planters, or décor.
Q: How should I store my candles when not in use?
A: Store your candles in a cool, dry place away from direct sunlight and heat sources to prevent discoloration and preserve the fragrance.
Q: Why is my candle sweating?
A: Sweating can occur when candles are exposed to temperature fluctuations. This does not affect the candle’s performance simply blot the surface with a paper towel.
Q: Do your candles contain any additives or synthetic materials?
A: No, our candles are made from pure soy wax with no additives, ensuring a clean and safe burn in your home.
Q: Can I customize a candle scent or color?
A: We don't currently offer custom orders or special requests; however, we are continuously working to expand our product range. If you are interested in stocking our products or have a particular scent in mind, please send us an email via our contact form and we will happily get in touch with you.
Diffuser Care
Q: How do reed diffusers work?
A: Reed diffusers work by drawing fragrance oil up through the reeds, which then release the scent into the air. The more reeds you use, the stronger the scent throw.
Q: How long do reed diffusers last?
A: Our reed diffusers typically last up to 3 months, depending on factors such as room temperature, humidity, and airflow.
Q: Do I need to flip the reeds?
A: Our high-quality reeds are designed for continuous scent release without the need to flip them. However, flipping the reeds occasionally can help refresh the fragrance if the scent begins to fade.
Q: Where should I place my reed diffuser?
A: Place your diffuser in a well-ventilated area away from direct sunlight and heat sources to ensure optimal performance. Avoid placing it near open windows or air vents, as strong drafts can reduce its longevity.
Q: How many reeds should I use?
A: Using more reeds will provide a stronger scent throw, while fewer reeds create a lighter fragrance. We recommend starting with 4-6 reeds and adjusting to your preference.
Q: Can I reuse the reeds?
A: No, reeds should not be reused as they become saturated with oil over time and may clog, preventing proper diffusion of the fragrance.
Q: Why has my diffuser oil changed color?
A: It’s normal for fragrance oil to oxidize and change color over time, especially after exposure to air. This does not affect the scent quality or performance.
Q: What should I do if my reed diffuser spills?
A: If any oil spills, clean it up immediately with a damp cloth. Always place your diffuser on a non-porous surface, such as a glass tray, to prevent damage to furniture.
Q: Why isn’t my diffuser producing a strong scent?
A: If the scent seems weak, try adding more reeds, flipping them, or placing the diffuser in a smaller, enclosed space. Factors such as air circulation and room size can also affect scent strength.
Q: Is the fragrance oil safe for pets and children?
A: While our fragrance oils are non-toxic, we recommend keeping diffusers out of reach of children and pets to prevent accidental spills or ingestion.
Q: Can I move my reed diffuser to another room?
A: Yes, but be cautious when moving it to avoid spills. We recommend placing it in a location where it can remain undisturbed for the best diffusion results.
Q: Can I adjust the strength of the scent?
A: Yes, adjusting the number of reeds used or flipping them regularly can help control the fragrance strength to suit your preference.
Q: How should I store my reed diffuser?
A: Store unopened reed diffusers in a cool, dry place away from direct sunlight to preserve the quality of the fragrance oil.
Room Spray Care
Q: How do I use the room spray?
A: Simply shake the bottle gently and spritz into the air for an instant burst of fragrance. Avoid spraying directly onto delicate fabrics or surfaces.
Q: How long does the fragrance last?
A: The longevity of the scent varies depending on room size, airflow, and surface absorption. Typically, the fragrance lingers for several hours and can be refreshed as needed.
Q: Can I use the room spray on fabrics?
A: Avoid contact with fabric, skin or furniture to prevent oil stains.
Q: How much spray should I use?
A: For best results, a few spritzes are usually enough to freshen up a room. You can adjust based on your preference for a stronger or lighter scent.
Q: Are your room sprays safe for pets and children?
A: Our room sprays are non-toxic, but we recommend spraying in well-ventilated areas and keeping the product out of reach of children and pets to avoid accidental contact or ingestion.
Q: How should I store my room spray?
A: Store your room spray in a cool, dry place away from direct sunlight and heat sources to maintain the integrity of the fragrance.
Q: Can I spray it on my skin?
A: Our room sprays are formulated for home use only and should not be applied directly to the skin.
Q: Can I use the room spray in my car?
A: Yes, our sprays are great for freshening up cars, but avoid spraying directly onto dashboards or leather seats to prevent potential staining.
Q: Do you offer refills for your room sprays?
A: Currently, we do not offer refills for our room sprays, but we are continuously working to expand our product range to include sustainable options in the future.
Q: Is the glass bottle recyclable?
A: Yes, our 100ml glass bottles are fully recyclable. We encourage you to repurpose or recycle them responsibly once empty.
Q: Can I use the spray near food or in the kitchen?
A: We recommend avoiding direct contact with food or kitchen surfaces. Instead, spray the air or soft furnishings to enjoy the fragrance without contamination.
Q: How often should I use the room spray?
A: You can use the room spray as often as you like, depending on your desired scent intensity. For a long-lasting effect, consider pairing it with our reed diffusers.
Q: Will the fragrance stain my furniture or walls?
A: Our room sprays are designed to be safe for home use, but we recommend avoiding direct application to walls, wood, or polished surfaces to prevent potential marks/stains.
Q: What is the best way to enjoy my room spray?
For the best experience, spray in an open area, focusing on the air, carpets, or corners of the room to allow the scent to disperse evenly.
Orders & Shipping
Q: How long does it take to process an order?
A: Orders are typically processed within3-5 business days.Please note that during peak periods or for our made-to-order sculptured candles, processing times may be slightly longer to ensure the highest quality.
Q: Why does it take time to make sculptured candles?
A: Our sculptured candles are individually hand-poured with care to achieve the perfect finish. The process involves pouring, curing, and setting to ensure each candle meets our high standards. This meticulous craftsmanship takes approximately3-5 days before your order is ready for dispatch, allowing the candle to set properly and be packaged with care for safe delivery. We appreciate your patience and understanding.
Q: Do you offer international shipping?
A: We have just introduced shipping to the United States and New Zealand.
“We offer flat-rate shipping to the United States and New Zealand. Remote locations, military addresses, and US territories are excluded from standard rates. For special shipping requests, please contact us directly.”
Rural and remote New Zealand addresses (RD zones, outer islands) may experience extended delivery times, and higher shipping rates.
Q: Can I track my order?
A: Yes! Once your order has been dispatched, you will receive an email with a tracking number to monitor its journey to you.
REFUNDS & EXCHANGES POLICY
Once an order is placed, it cannot be changed or cancelled. We do not offer exchanges or refunds for change of mind, accidental purchases, or damages caused by improper use or maintenance. Please ensure your shipping details are correct, as we are not responsible for lost packages due to inaccurate addresses provided at checkout.
If your parcel is lost or damaged in transit, contact us immediately so we can file a claim with the shipping carrier. For damaged items, photos of the product, packaging, and shipping label are required. Unless otherwise requested, all orders are shipped with "Authority to Leave." If a package is marked as delivered but cannot be found, we cannot provide a refund as we are not insured for such losses. We are not liable for delays, incorrect addresses, or theft after dispatch. While we will assist with delayed shipments, refunds or replacements will only be issued if the courier declares the package lost.
Collapsible content
Q: Can I get a refund if I change my mind?
A: Unfortunately, we do not offer refunds for change-of-mind purchases.
Q: What if my candle arrives damaged?
A: If your candle arrives damaged, please contact us within24 hours of delivery with clear photos of the product, packaging, and shipping label. We will assess the damage and, where applicable, offer a replacement. Please retain all packaging as it may be required for further evaluation.
Q: Can I exchange my order?
A: As all our candles are carefully hand-poured and made to order, we do not offer exchanges for accidental purchases or preference changes. Please ensure your order details are correct before completing your purchase.
Q: What if my parcel is lost or damaged in transit?
A: If your parcel is lost or damaged during transit, please reach out to us immediately so we can assist in filing a claim with the courier. While we are not responsible for lost parcels due to incorrect addresses or theft after delivery, we will do our best to help resolve any issues.
Still Have Questions?
If your question wasn’t answered here, we’d love to help! Reach out to us via our contact form.
Thank you for supporting our candle business!