FREQUENTLY ASKED QUESTIONS
SHIPPING
WHEN SHOULD I SUBMIT MY ORDER FOR THE HOLIDAYS?
Feel free to place your holiday order at any time! We recommend submitting your order as early as possible to ensure timely delivery, especially during peak holiday seasons. Be sure to check our holiday shipping deadlines for specific cutoff dates to guarantee your candles arrive in time for your festive celebrations. We're here to help you create a warm and inviting atmosphere during the holiday season!
WHERE DO YOU SHIP TO?
We offer worldwide shipping. However, any promotional offers for free shipping apply exclusively to shipments within ROMANIA. Customers are accountable for duties, taxes, and additional shipping fees applicable in their respective countries.
HOW LONG WILL MY ORDER TAKE TO SHIP?
Order Processing Time Based on Order Size: - 1 item:1-3 business days - 2-10 items: 1-3 business days - 10+ items: 3-5 business days Processing times are estimates, and variations may occur. If your order hasn't shipped yet, we appreciate your understanding and patience as a small business. As a small business, we are sincerely grateful for choosing us as your shopping destination. Our dedicated team is working diligently to process orders promptly. If your order has not shipped within 3 business days after the expected ship date, please don't hesitate to reach out to our Customer Care team for assistance. Your satisfaction is our top priority. Thank you for your support and patience.
I ENTERED THE WRONG SHIPPING ADDRESS, HOW CAN I UPDATE IT?
We kindly request you to carefully review your order details before finalizing your purchase to ensure accuracy. In the event of an incorrect shipping address entry, please reach out to us promptly so that we can modify the address before your item is dispatched. Considering the high volume of orders we handle and the prompt pickups by Fan Curier/Cargus/Sameday each day, once a label is generated for an order, we regret to inform you that we are unable to make any changes to the delivery address. Your understanding in this matter is greatly appreciated.
RETURNS, MISSING ITEMS AND DAMAGES
WHAT IS YOUR POLICY FOR RETURNS AND EXCHANGES?
Used items cannot be returned. All sales on discounted items, sale items, and gifts in subscription packages are considered final with no option for returns. Returns for unused items are accepted within 14 days of delivery, and the refund will be issued in the form of store credit, minus the return shipping charges. Please note that all returns are eligible for store credit only. If you wish to initiate a return, please contact us.
WHAT STEPS SHOULD I TAKE IF MY ITEMS ARRIVES DAMAGED?
Regrettably, we have limited control over the handling of orders once they are picked up by the shipping carrier for the final delivery. In the event of receiving a damaged item, kindly reach out to us within 7 days of delivery. When reporting the issue, please include your order number along with photos of both the damaged item(s) and the packaging box. Upon receiving all necessary information and images, we will proceed to issue a refund in the form of store credit, deducting the applicable shipping charges. Your understanding is greatly appreciated.
HOW CAN I RETURN MY ORDER TO YOU?
If you find your purchase unsatisfactory, you can return any unused products to us within 14 days of delivery for store credit. Please don't hesitate to reach out to us for assistance. Upon receiving the returned order, we will issue a refund in the form of store credit, minus the return shipping charges.
DISCOUNTS AND FREE SHIPPING
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FREE SHIPPING AVAILABLE
Current promotion: Enjoy complimentary standard domestic shipping on orders over 49 euros. This offer applies exclusively to domestic standard shipping and does not extend to international orders.
DISCOUNT CODE
Retail customers are invited to subscribe to our newsletter and enjoy exclusive discounts throughout the year. Look for the sign-up option at the bottom of our website pages. For retail transactions: A single discount code can be applied per order. Discount codes are not applicable to prior purchases and are only valid for new orders within the specified timeframe. Please note that coupons cannot be retroactively applied to past orders.
ORDERING
CUSTOM PRODUCT ORDER POSSIBLE?
We are delighted to provide customization options for your product, including your preferred scent, color, and vessel. However, please note that we can fulfill these customizations only if we have all the necessary materials in stock. To ensure timely delivery, we kindly request that orders for customized items be placed in advance, with a minimum lead time of at least 5 days before your desired delivery date. This allows us to accommodate your specific preferences while maintaining the highest quality standards in crafting your personalized product.
PRODUCT QUESTIONS
WHERE ARE YOUR PRODUCTS MANUFACTURED?
Every product we offer is crafted in Romania. We design them locally, hand-pour each candle, and formulate our unique fragrances by blending common natural scents. A crucial aspect of our process involves a partnership with a reputable local beekeeping business, from which we source the purest beeswax without any additives or preservatives. Additionally, we maintain close collaborations with top-notch suppliers to procure materials such as wicks, vessels, and colors, all of which are provided by Romanian-based companies.
Is the fragrance IFRA compliant? We need to ensure it's safe and of high quality before proceeding.
Certainly, all our fragrances undergo certification before reaching us, and we have technical information readily available for download upon request.
CANDLE CARE AND INFO
CANDLE MAINTENANCE: UNVEILING THE ESSENTIALS
Candle Care involves methods designed to ensure a clean and safe burn while maximizing the lifespan of your candle. Before each use, trim the wick to 1/4" and limit burning to a maximum of 4 hours. Ensure the wax pool reaches the side of the jar during each burn to prevent tunneling. Continue enjoying your candle until 1/2" of wax remains at the bottom; avoid burning with less than 1/2" of wax to prevent overheating. Keep candles away from fans, open windows, hot surfaces, children, and pets. Always place your candle on a heat-safe surface and never leave it unattended.
HOW CAN I AVOID A FLAME FROM BECOMING TOO HIGH ?
If you notice a tall flame, your wick may be too lengthy. This situation can arise even after an extended single-use burn. To address this, always trim your wick to 1/4" and limit your candle's burning time to a maximum of 4 hours per session.
WHAT'S THE SAFE DURATION FOR BURNING A CANDLE?​​
Limit candle-burning sessions to a maximum of 4 hours. Avoid burning the candle when there is less than 1/2" of wax left to prevent potential jar overheating. Exercise caution and never leave a lit candle unattended.
HOW LONG WILL MY CANDLE LAST?
As a general estimate, a 100-gram soy wax candle may burn for about 15-25 hours and can vary based on several factors, including the specific formulation of the wax, the size and type of the candle, and the conditions under which it is burned.
MY CANDLE WON'T LIGHT. WHAT SHOULD I DO?
If your candle proves difficult to light, it may be due to a wick cut too short or excessive wax on the wick. Gently remove the excess wax around the wick and try relighting.
HOW SHOULD I EXTINGUISH MY CANDLE?
To extinguish your candle and prevent smoke, we recommend using one of our wick dippers. Gently dip the wick into the wax and pull it back out. Alternatively, blowing out your candle or using one of our candle snuffers is also effective.
WHAT KIND OF WAX DO YOU USE?
We source our soybean wax directly from Cargill and AAK import companies, and we partner with local small businesses owned by beekeepers to obtain pure beeswax. Through extensive research and testing of various natural beeswaxes, we meticulously select the highest quality to ensure your satisfaction and complete safety when burning our candles. We uphold a strict no-compromise policy to deliver the best to our customers.
WHAT ARE YOUR CANDLE WICKS MADE OF?
Our wicks are crafted from 100% cotton!
WHAT KIND OF FRAGRANCE OILS DO YOU USE?
We utilize a blend of essential oils and high-quality fragrance oils. All our fragrances are completely non-toxic when used in the form of candles.
HOW STRONG ARE YOUR CANDLE SCENTS?
We employ the maximum scent-to-wax ratio to guarantee a rich fragrance in our candles. Unlike numerous commercial candle brands that utilize toxic chemical boosters leading to overpowering scents, we refrain from such additives. For larger spaces or rooms with high ceilings, we suggest using multiple candles for an optimal aromatic experience.
HOW CAN I FIX MY CANDLE ONCE IT HAS TUNNELED?
Ensure a complete wax pool forms by allowing your candle to burn for a sufficient duration, to prevent tunneling.
WILL MY CANDLE MELT WHEN SHIPPED DURING WARMER MONTHS?
During warmer months, there's a chance your candle order may arrive slightly melted, as we lack control over packages once they leave our warehouse. To prevent this, promptly bring your candle order indoors upon receiving the delivery notification. It's advisable to store candles at room temperature for optimal condition.
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