What if I need to return a product?
If you are not happy with your chosen product, you may return them to us in perfect unused condition within 28 days of receipt. Postage costs will not be reimbursed unless the goods are faulty. Please see our returns procedure.
My candle is smoking why is this?
Candles need to be looked after to ensure they burn correctly. If you leave the wick untrimmed or place your candle in a draught, your candle may start to smoke. Please see our candle care page for further information.
When I blow out my candle it emits black smoke?
Always use a candle snuffer to extinguish your candle, this will prevent your candle smoking.
My candle has a lot of wax left around the sides of the glass?
The first time you burn your candle, you will need to ensure that an even wax pool has been created to the edge of the glass. This creates the candle memory for the life of your candle. If you extinguish your candle before the complete wax pool has been created, your candle will tunnel creating an outer rim of wasted wax Please see our candle care page for further information.
What type of wax do you use in your candles?
We use a blend of refined mineral wax in our candles, which offers the best scent diffusion and burn performance.
The wax is pulling away from the side of my candle, what do I do?
This is very common and it is frequently referred to as pull away. Pull away is what can appear to be air bubbles around the sides of filled candles. This occurs as the wax expands and contracts within the glass depending on the temperature of the surrounding area. Pull away does not affect the burn performance of the candle in any way as what you see is not a bubble at all. It changes constantly with exposure to varying temperatures. Cooler ambient temperatures will make the max contract more and therefore increase the amount of pull away, warmer ambient temperature can make the pull away disappear completely.
What are the symbols of the packaging of your products?
As of 1st June 2015 there are new rules within the EU for the labelling and packaging of home fragrance products, known as Classification, Labelling and Packaging Regulations. Some fragrances can be irritants or allergens or possibly dangerous to the environment if not disposed of correctly. The labelling ensures that if there is a known issue with an ingredient, the consumer is aware of this at the point of sale. It is similar to the warning symbols on food packaging which alert people if a product contains nuts or dairy.