FAQ'S

 

Buying candles online without actually seeing the candle can sometimes be confusing.  What will my candle look like, how will it burn, what happens if there's a problem.  We try to provide actual pictures of the candles we make so you have an idea of what yours will look like.  Here we try to answer other questions you may have.  Please feel free to contact us if you have any additional questions.

 

Some more frequently asked questions can be answered right here!

 

 

How long will my tealights and votives burn?

Burn time on any candle varies from candle to candle, based on the type of wax, dyes, & fragrances used.  The environment in which they are burned also effects burn time.  Surrounding your tealight with insulating material or in a draft will decrease your burn time.  For optimal burn times, you must burn your candle entirely in one sitting. If you extinguish the flame and then relight it, you will not get the maximum burn time.  Our tealights have been tested to burn 7+ hours.

Votives liquefy when burned.  They burn through their walls to allow the melted wax surround the votive and allow the flame to burn correctly.  For optimal burn performance, any soy votive will burn best in a straight up, snug votive holder, not the roly-poly style or wide open container.  These will decrease your burn time. 

Our votives have been tested to burn 15+ hours when burned in a proper votive holder.

 

 

Why is my candle leaving wax on the sides of the container as it burns?

This occurs when the candle isn’t allowed to form a wide enough "melt pool".  The first burn of a candle should be long enough to allow a melt pool to form all the way across the candle.  The general 1st burn rule is 1 hour per inch of diameter of the candle.  For example, a 3" wide candle should be burned 3 hours the first time.  Subsequent burns should be long enough for the melt pool to reach the same spot as the first burn.  It won't take as long on subsequent burns.

 

 

Why do I see soot or smoke coming off my candle?

Make sure your wick length is 1/4" long.  If it's longer, it can cause smoking or soot coming off the candle.  Extinguish the flame, trim the wick and relight the candle. It is best to check your wick length every time before you light your candle. It is also important burn your candle away from any drafts. Drafts can cause the flame to burn hotter and cause smoking.

 

Tealights and votives do not require trimming.

 

 

Why are there white spots on my colored jar candle?

White spots or "frosting" will sometimes occur in 100% Soy Wax jar candles.  It is a trait of Soy Wax.  While we use Soy Wax that is less likely to frost, frosting does still occur occasionally.  It does not effect the way the candle burns or throws scent.

 

 

Why did my candle melt one side more than the other?

Make sure  the wick is standing straight. If it leans to one side, the flame will melt the wax on one side of your candle more than the other. It's best to straighten the wick while the flame is out but before the wax has hardened, as the wick may break once the wax is hard.

 

 

Why does my wick have a big "bead" on the top of it?

This is called “mushrooming” and it is a carbon build up normal for scented candles. While we use self-trimming 100% cotton wicks to help reduce the "mushrooming", the longer you burn your candle, the more likely it is to occur.  You can help reduce the effect by making sure your wick is trimmed to 1/4".

 

 

Why should I use a natural soy or palm wax candle instead of paraffin?

Soy wax is made from soybeans grown in the US and is a renewable resource. Palm wax is made from palm tree oil and is a renewable resource. Soy & palm wax candles are clean burning; virtually soot free. Soy and palm wax candles burn cooler and slower than paraffin wax candles and therefore last longer. Soy and palm wax clean up with soap and water.  Paraffin wax is a heavy hydrocarbon that comes from crude oil.  It is derived from the light lubricating oil distillates.  Paraffin is NOT a renewable resource.

 

 

What are your shipping policies?

ALL of our candles are hand made and hand poured to your specific order.  We are not a wholesale candle warehouse.  Once the candles are made we allow a 24 hour curing time.  Most candles are made within 2-3 business days of ordering & ship within 3-4 business days.  Please allow longer time during peak candle season (September - December).  We send an order confirmation email when we receive your order, giving you an estimated shipping date.  If your order is received on a weekend or holiday, you will receive your confirmation on the next business day.  If you wish to cancel your order, an immediate return email will be sufficient, and we will issue a full refund.  If you have questions or special requests, please email us and we will try to help you.  Our primary shipping service is USPS Priority mail to help keep your shipping costs down.  Please check your spam / junk folders for our email or add our contact info to your address book.

SHIPPING DEADLINES: November 15 is the ordering deadline for Thanksgiving Candles.  December 15 is deadline for Christmas. Express shipping is available, but it still takes time to make the candles.  Please order early!

Email us if you are concerned about your order arriving in time.

 

 

Will shipping in hot weather affect my candles?

Soy wax is a soft wax with a low melting point.  If it's kept in hot weather for long periods of time, will get soft.   Palm wax candles can withstand the heat better but still please be aware that your candles can be affected by severe exposure to hot temperatures of 80 degrees or higher.  If you receive your candles during a period of extreme hot weather, leave them in the box at room temperature for several hours before opening, to allow the candles to cool, so that they will not be damaged by unwrapping them.

 

 

What is your return & refund policy?

We do not accept returns on our candles if you do not like the scent or color, or if you burn them incorrectly.  Everyone's sense of smell is different and what may not be pleasing to you, is perfectly pleasing to someone else.  We have included a Color & Fragrance Chart on this site for reference purposes.  If you select a color on the computer screen, it may not be the same color we see on our screen.  We try very hard to match the color you select, but matching colors for candles is very difficult and your candle may be slightly lighter or darker than what you have chosen.   We package our candles very carefully so that they arrive at your home in perfect shape.  However, we all know that packages do get tossed around and this may cause damage to your candles.  If your candles arrive damaged, please notify us and we will work with you to rectify this problem.  DO NOT RETURN THE DAMAGED ITEMS UNLESS WE REQUEST THE RETURN.  YOU WILL NOT RECEIVE CREDIT FOR UNAUTHORIZED RETURNS.

 

We are aware that even the most carefully made candle can sometimes fail us.  If you are dissatisfied with your candle and feel a refund is warranted, please contact us.  If a refund is warranted due to candle failure or damage in shipping, a refund of the purchase price will be issued after the candle is returned.  Cost of return is the buyer's responsibility. 

 

 

Email any other questions to:     candlewicks1950@gmail.com