Question 1

How does the Candle of the Month Club work?

Accepted Answer

Each month, I will offer an exclusive 190ml candle, wax melt and extra treat (a self care item, drink or edible treat) based around a specific theme.
The themes are teased on our social media and also in our newsletter (which you can subscribe to on our homepage). Each box is made to order and so will leave me around the middle-end of each month.
You can choose a subscription length to suit you. Either a one off purchase or 3, 6 or 12 month subscription. With the amount being paid monthly on the date you signed up.
Payments for each box are taken the month before. So if you sign up on Jan 1st, you will be buying the February box which may not ship until the end of the month. 
If you would like to skip a month just message me before your payment is processed and I will suspend payments for that month.
If you have any other questions just let me know!

Question 2

How do I care for my candles and wax melts?

Accepted Answer

Please follow the link to our Candle Care page.

https://www.emberstagcandles.co.uk/candle-care

Question 3

Can I return a product?

Accepted Answer

Products must be returned within 30 days in the same condition they left me in order for a refund to be processed.
If there is a problem with your order please get in touch as soon as your order arrives so that I can work with you to rectify the issue.

Question 4

My order has arrived damaged, what should I do?

Accepted Answer

While I take great care to package your items well, there are times when they may arrive damaged. Please get in touch with me as soon as your order arrives with detailed photos showing the box and the damaged item. This is the only way I can process a compensation claim with my mail provider. 
I will then offer you either a refund or a replacement.

Question 5

Why does my candle have little white marks in it?

Accepted Answer

This is what’s called frosting and happens sometimes in coconut soy wax candles. It’s nothing to worry about and doesn’t effect the candles burn or scent throw in any way. With the blend of coconut and soy I use, frosting should be reduced.

Question 6

Why is the scent stronger on some candles?

Accepted Answer

Coconut soy wax has a limit on the amount of fragrance it can hold and some fragrances are naturally stronger than others. Each candle I make has been tested to find the suitable fragrance load, ensuring an optimum burn. Too much fragrance can mean a flame becomes too big, or does not get big enough and so the efficiency or the candle becomes compromised. Unfortunately some candles do have a more subtle scent than others. 
Size also matters! A 125ml candle will not be suitable for a larger room if your goal is a strong scent.
If you would like recommendations on which candles have a stronger scent please get in touch.

Question 7

Why is my candle sweating?

Accepted Answer

If you notice tiny droplets on the top of your candle, it could be that the wax is ‘sweating’ out the fragrance. This can happen if the candle has experienced temperature fluctuations, such as being kept in direct sunlight. Dab the top of the candle dry and it should be safe to light however if you have any concerns refrain from lighting the candle.

Question 8

Why does my candle have cracks or holes in it?

Accepted Answer

This again is something which can happen with coconut soy wax candles. As the wax dries it can sometimes crack or small sink holes can appear in top. I do my best to avoid this and to repour any candles with significant sink holes. However some may still have small holes or cracks on top. They do not affect the candle in any way and simply make each candle unique!

Question 9

My candle has glitter, botanicals or crystals on top, is it safe to light?"

Accepted Answer

I add both glitter, botanicals and sometimes crystals to most of my candles, these (especially the botanicals and crystals) are very easy to remove before lighting, which must be done for safety reasons. 
When burning, ensure a full melt pool is achieved.
It is also important to never leave a candle burning unattended and to never burn for more than 4 hours (190ml candles) or 2-3 hours (125ml candles) at a time!

Question 10

My candle has a charm attached, is it safe to light?"

Accepted Answer

Yes! The charms are easily removed by untying the twine however if you do choose to leave them attached while burning please ensure the charm and twine are as far from the flame as possible.

Question 11

Why hasn’t my order been dispatched?

Accepted Answer

Each candle and wax melt you buy from me is made to order just for you!
Candles and wax melts also require a small curing time to allow the wax and oils to bond together. This aids in their overall burn and scent throw.
I aim to ship all candles within 3-4 weeks however life does sometimes get in the way! If there are any delays, I will always be in touch as soon as possible or if you have any questions about dispatch simply send me a message and I will respond quickly. Or if you require an order for a specific date please let me know so I can work towards this for you.

Question 12

Wholesale availability?

Accepted Answer

I do accept wholesale orders! Please send me a message and we can discuss your ideas.

Question 13

Custom and personalised orders

Accepted Answer

I do offer custom and personalised orders. However, I ask that you be patient with me as they do take a lot longer to make as everything is designed from scratch with you!
I also only offer fragrances and charms which I already have in stock or know I can use for other candles.
Just send me a message and we can discuss options!

Question 14

Do you offer tracked shipping?

Accepted Answer

Yes! 
There is the option to select standard or tracked shipping on all orders. If you are in the US or Australia, don't panic, your order will automatically have tracked shipping!

Question 15

My order hasn’t arrived, can you track it?

Accepted Answer

If you selected tracked delivery at checkout then yes, I can track and locate your order. However if you selected standard delivery, I cannot find out where it is. Some international deliveries are still taking longer than estimated so if you are at all worried I would recommend selecting tracked delivery at check out.

Question 16

Do you ship Internationally and are there customs fees?

Accepted Answer

I offer worldwide shipping, now with the exceptions of EU countries and NI, however if you are international there may be customs fees to pay when your order arrives with you. This is out of my control and the responsibility of the buyer.

Question 17

Got another question?

Accepted Answer

Send me a message if you have any questions not answered here!

faq

Frequently asked questions