Please find below a list of frequently asked questions, if you can't find the answers to your questions, please contact us directly.
Q. I received my order & it's been broken in transit, what do I do?
A. You MUST keep all the postal packing that your parcel arrived in, both external & internal packaging, including any bubble wrap, noodles, stuffing etc.
You need to take a picture of all the outer packaging, the inner packaging & the broken item itself.
Email all pictures with details of when it was received to us at firstname.lastname@example.org ASAP.
Do not throw away any of the packaging or product until we advise you. If we don't have this evidence, we will not be covered by our postal claims insurance & then cannot replace your product for you.
If you have not received a response with us within a couple of business days of sending us an email, please send us a message to 0413937204 to follow up.
Q. My wick is burning black smoke.
A. The most common cause of wicks burning black smoke is that their wick is too long. Wicks need to be trimmed regularly after each burn. Extinguish the wick, wait for it to cool. Once cooled, trim your wick to around .6 mm or 1/2 cm, you can then relight your candle and shouldn't have any further problems. You can trim your wick with a pair of sharp scissors.
Q. My wax has come away from the sides of the jar
A. The reason this may happen is the wax has not adhered to the sides of the glass. The most common cause this can occur is that you are storing your candle in an area that is too warm or direct sunlight. Candles should be stored in 25 degrees or less and not on window sills or direct sunlight. If this does occur, it will not compromise the effectiveness of your candle and will still work efficiently.
Q. My candle is "tunnelling" (causing a tunnel/deep crater around the wick)
[We have carefully chosen quality products to avoid this problem from occurring due to an imbalance of fragrance or poor quality wicks. However, sometimes things happen beyond our control, here are a few reasons why this may happen and how to correct the issue if it occurs.]
A. The most common reason for a candle tunnelling is due to burning a candle improperly. Normally, you should let the candle burn long enough in each sitting to melt the wax all the way across the candle. It generally takes at least 1 hour to melt the wax all the way across.
One way to fix a tunnelling candle is to get the wax to a level that the flame can melt it all the way across the diameter of the candle. Two common suggestions to rectify this are;
1. Scoop the higher wax out with a spoon or a butter knife until the flame can melt the wax evenly. The wax removed this way works very well in a small container in the bathroom to keep it smelling awesome!
2. You can take a hair dryer and melt the higher wax on the side so it settles to a more even surface.
(If these steps don't rectify the issue, take a side and a top view photo of your candle so you can send us a picture so we can help resolve the problem.)
Wax also has a "memory', this means that it will sometimes refuse to melt beyond its last point of melting and cooling so burning a candle until the wax melts to its edges is so important, it keeps a consistent burn throughout the life of the candle.
Please note: Keeping a regularly trimmed wick & keeping away from moving air will help the wax to burn evenly and avoid uneven burning.
Q. My candle is sweating.
A. There can be a few reasons for a candle sweating, but the most common is due to the oil content of the candle. Our candles are a pure soy based wax and soy has a natural oil content that may occasionally 'sweat' through the wax of the candle. In most cases, this is just something that will happen on a candle's initial burn and never again. Once the candle is out & cool, you can use a paper towel to clean up any excess oil, but this is not essential, you can leave it if you'd prefer. If your candle sweats every time you burn it, this is often due to an overabundance of oil in the candle, which isn't a problem & will not affect the integrity of the candle. Warmer weather & environments will usually cause more sweating than normal.
Q. Why doesn't my candle smell as strong as I'd expected?
A. When lighting your candle for the 1st time, allow at least 30 minutes burn time before you should start to really enjoy all that our incredible fragrances have to offer. Some fragrances can take a little time to infuse before throwing their scent to their full capacity. Many of our fragrances are super strong and will throw their scent across a large open area, but be mindful of the space you have your candle in, some scents are designed to be more subtle, so they may require smaller rooms to be enjoyed to their fullest.
Sometimes our noses can become "scent blind" if it continues to smell the same fragrance, and you may think you can't smell your fragrance anymore, but it may simply be that you have gotten used to the same scent, and your mind has shut off to that particular smell. Try using a totally different scent over the a 3 day period, then switch back, you will quickly see your loving fragrance is still as strong as ever.
A perfect way to sample how our scents will throw is by purchasing our tea light trial packs!
Q. My reed diffuser smelt really strong in the beginning but I can't smell it much now and there's still liquid in the container.
A. Reed diffuser's work on a capillary action, working against gravity. To obtain the most optimal scent throw for the duration of your diffuser, carefully turn your reeds upside down daily to once a week. Another way to get more scent throw is by adding more reeds, extra reeds can be purchased separately from us. (Please bear in mind by using more reeds and increasing the scent throw, you are possibly going to use more diffuser liquid faster than normal.)
Please remember for both Candles and our reed diffusers, the burn times and diffuser longevity will vary greatly depending on several factors. Heat, direct sunlight, breezes/draughts all play a part in how long they will last for.